• Partner with Onboarding, Implementation, other business units and external customers to execute Telephonic and Absence Management Services• Analyze and create processes to support complex customer expectations that vary outside our routine scope• Provide support and participate in finalist presentations• Develop templates and PowerPoint presentations to facilitate new training for internal and external customers• Analyze current processes, impacts to business and stakeholders in order to offer recommendations for improvement• Primary contact for customer service issues related to system or internal processes• Collaborate with business users and customers to collect information for ongoing improvements• Resolve internal and external service issues• Provide technical support, problem resolution, acceptance testing for Telephonic and Absence Management departments• Lead and participate in projects related to Contact Center, Claim Intake and Absence Management• Collaborate and develop a consistent submission process for system change requests for Claim Intake System• Subject Matter Expert to support system or procedural needs• Mentor and support to Claim Intake Seniors and team

• Interviewed claimants, their representatives or policyholders submitting an STD, SDI, LTD, or FMLA claims• Used multiple systems to support needs• Explained claim submission, ongoing claim management processes and answered any questions• Assured that performance guarantees were being met within personal and team goals• Troubleshot and submitted IT tickets to Service Desk for system issues• Created and streamlined procedures for team• Insured proper technical set up of new employees; working with Supervisors, IT and Voice Services• Trained and mentored new employees• Assisted Claim Intake Coordinators by organizing workload to meet deadlines• Dedicated resource for business testing• Reviewed work completed by co-workers and provided feedback as needed to assure accurate plan administration

• Investigated & analyzed disability claims, and calculation of benefits• Reviewed ongoing medical conditions, occupational demands, insured status pertaining to each disability claim• Developed and executed a disability management strategy for each claimant based on medical and contract requirements

• Primary contact for all Annuity agencies and Annuity Sales and Marketing.• Trained new employees and agencies regarding contracting and licensing for producers• Lead and participated on project teams and coordinate team events• Worked with Systems Admin and testing of new products• Investigate complex, multi-state legislative and regulatory developments for compliance and assure compliance is being met• Worked effectively with external and internal customers through negotiation, communication and problem solving• Analyzed and implemented multiple contracting documents and procedures• Independent analysis on background investigations• Worked on department improvements while meeting department and individual deadlines• Critical thinking, decision-making and responsible for accuracy of data in multiple systems

• Prioritized daily workload with confidential records regarding addresses and telephone updates• Processed servicing agent changes and updating the agents policy holders information• Processed return mail and research contact information to assure customer receives document• Created letters to clients to assure correct data was implemented• Assisted other departments with phone coverage and data entry when needed