Jennifer Brown Email & Phone Number

Charlotte, North Carolina, United States

Charlotte, North Carolina

Charlotte, North Carolina

Charlotte, Nc

Supervise a high paced case management team supporting MetLife Premier Client Group. Responsible for customer service, all human resource related tasks including talent management, employee relations and personal time off. Accountable for managing and meeting all service level agreements resulting in increased and exceeding projected sales goals. Supervise the audit subject matter expert team responsible for case management quality and continuous improvement. Improving business process procedures and communications creating consistency and efficiencies.

Directly responsible for the life of a new business Life insurance case from application to issue. Work directly with internal sales and financial advisors to obtain outstanding requirements.

Currently searching for new opportunities

Manage day-to-day work volumes within individual annuity, retirement income and structured settlement processing environments to stay within service level agreements. Strengthen direct reports in current job functions and future career paths through coaching and support. Track staffing requirements through capacity planning. Responsible for leading multi-line priority customer phone team to achieve service results. Demonstrated proficient knowledge of all systems such as VISTA, PowerImage, RPS and Avaya.

Subject matter expert for all department processes, assisting all department members with procedural inquiries and resolving escalated customer issues and supervisor calls. Served as a key senior processor, acting as mentor to new hires and assisted with facilitation of new hire training. Evaluated daily work queue volumes and worked in conjunction with management to determine the most effective approach to meet all service level agreements. Served as back up to management staff by monitoring department during management meetings. Demonstrated proficient knowledge of all systems such as VISTA, DST, RPS and Avaya.

Responsible for processing incoming new business applications for individual annuity product exceeding required production and quality standards. Demonstrated extensive knowledge of all processes within department including, suspense, financial adjustments, letters of acceptance, Edward Jones incoming phone line support and enrollment processing. Team member of the Individual Annuity Contact Center taking calls from brokers, clients and back office support staff.

Assisted brokers within the branch with their sales to clients by entering data, creating files for customers within compliance and regulatory guidelines.

Bachelor Of Arts, Organizational Behavior And Leadership

Activities and Societies: Alpha Sigma Lambda Honor SocietyUniversity Without Walls Area of Concentration Organizational Behavior.

Masters Of Science, Instructional Design

Completed course work toward Masters of Science in Instructional Design

Associates, Business Administration

Activities and Societies: Alpha Beta Gamma National Honor Society