Gina Mattera Email & Phone Number

Portland, Me, Us

Knowledge Management Lead, Vendor Oversight and Support Lead- Responsible for the management and oversight of the Disability and Absence Contact Center’s repository of job aids and SOPs- Partner with Learning and Development department to ensure training tools and methodologies are up to date- Partner with Vendor Site Leads to ensure both offshore and onshore vendor partners are supported and developed appropriately- Promote development of the vendor sites for sustainability and self sufficiency - Certified to facilitate training of new hires and of certain advanced products - Participate in stretch assignments as needed

- Possesses expert level of knowledge in all products and provides support in team chat- Contributor to process improvement ideas, and assists with the vetting and implementation- Assists with coaching of lesser tenured staff to improve performance- Participates on the escalation line- Certified to facilitate training of new hires and of certain advanced products - Participate in stretch assignments as needed

- Responsible for taking inbound service calls from employees and employers consisting of, but not limited to, claim process and payment inquiries, and escalated call resolution- Responsible for explaining FMLA and STD/LTD requirements, policies and plan provisions to employees and employers- Meet or exceed internal standards for call quality- Responsible for training, mentoring and development of less seasoned reps and temps in all aspects of the call center

- Manage assigned caseload of more complex FMLA and integrated FMLA and Disability cases. - Evaluate claimant eligibility.- Interact with internal and external customers including, but not limited to, claimants, employers, physicians, and attorneys etc., to gather the information to make the decision on the claim. - Provide technical direction to other claims personnel as needed. - Validate payment period, follow up and monitor payment accuracy and timeliness; follows plan to closure.

- Responsible for taking inbound service calls from employees and employers consisting of, but not limited to, claim process and payment inquiries, and escalated call resolution- Responsible for explaining FMLA and STD/LTD requirements, policies and plan provisions to employees and employers- Meet or exceed internal standards for call quality- Responsible for training and mentoring less seasoned reps in all aspects of the call center

- Responsible for making outbound sales calls to existing clients - Prepare work orders to install services on customer accounts- Meet or exceed internal quality standards and sales goals

- Responsible for taking inbound service calls from both financial advisors and shareholders consisting of, but not limited to, account inquiries, commissions, and problem resolution- Responsible for taking telephone transactions such as redemptions and address changes- Meet or exceed internal and external quality standards for exceptional customer service- Responsible for signing up Financial Advisors to Seligman advisor website

Ba, Communications

Diploma, College Prep