Mechelle Stanley Email and Phone Number

Responsible for defining Strategy and ensuring the successful implementation of the new Policyholder Administration Operating Model. Oversight of operationalizing the ongoing administration, new business, and migration of business into the ecosystem. Own making strategic operational decisions in alignment with overarching EB Strategy goals and objectives in conjunction with key stakeholders.

Serve as a Change Agent. Identify, plan and lead process improvements to increase efficiency and reduce expenses. Provide leadership and direction to business units needed to support change implementation to ensure successful deployment of process improvement initiatives. Ensure implemented changes result in measurable improvements consistent with Division Priorities. Align resources, eliminate obstacles and develop relationships that enable success to meet customer needs.Direct… Show more Serve as a Change Agent. Identify, plan and lead process improvements to increase efficiency and reduce expenses. Provide leadership and direction to business units needed to support change implementation to ensure successful deployment of process improvement initiatives. Ensure implemented changes result in measurable improvements consistent with Division Priorities. Align resources, eliminate obstacles and develop relationships that enable success to meet customer needs.Direct, analyze and communicate strategy, policy and techniques to facilitate the achievement of divisional profitability and growth goals. Show less

Manages a team that underwrites and evaluates medical risk ranging from limited scope and routine in nature up to the highest level of complex cases. These complex cases include all National Account cases including those with Performance Guarantees. Exercises independent judgment and discretion. Applies appropriate underwriting guidelines, procedures, contract provisions, state insurance statues. Requires analysis and evaluation of multiple factors to resolve complex issues. Thinks… Show more Manages a team that underwrites and evaluates medical risk ranging from limited scope and routine in nature up to the highest level of complex cases. These complex cases include all National Account cases including those with Performance Guarantees. Exercises independent judgment and discretion. Applies appropriate underwriting guidelines, procedures, contract provisions, state insurance statues. Requires analysis and evaluation of multiple factors to resolve complex issues. Thinks innovatively, brings ideas to life, and seeks continuous improvement for department. Responsible for achieving defined customer service and individual goals for the department.Communicate and lead change efforts in support of division goals; effectively handle change. Apply techniques of Leadership including communication, listening,team building, and role modeling; express ideas clearly and accurately in both written and verbal communication.Guide team members to develop the skills and abilities to apply sound, medical underwriting and business judgment in the timely analysis and evaluation of favorable mortality and morbidity experience as well as overall insurance risks to contribute to the growth and profitability of the organization. Show less

Supervise the activities of team personnel to provide for the timely, accurate and financially responsible premium application, reconciliation, suspense management and often highly customized premium administration and in force service including delinquency management, contract termination and reinstatements. Also responsible for managing alternate funded arrangements and SOX controls. Direct team personnel to meet established production standards. Manage quality assurance process and… Show more Supervise the activities of team personnel to provide for the timely, accurate and financially responsible premium application, reconciliation, suspense management and often highly customized premium administration and in force service including delinquency management, contract termination and reinstatements. Also responsible for managing alternate funded arrangements and SOX controls. Direct team personnel to meet established production standards. Manage quality assurance process and results to drive continuous individual and team improvement. Coordinate and partner with other leaders to ensure maximum consistency and efficiency in process. Review, negotiate, and resolve problems or issues with/for policyholders, field personnel, team members and other internal and external customers. Show less

Manage a group of individuals to ensure implementation of new customers is completed timely and accurately. Risk oversite of the selection of annual renewal rates for group insurance customers. Responsible for managing a team budget within or below goal. Ensure measurements of performance is tracked, communicated and in line with department and division goals.

Manage a group of individuals responsible for timely and accurate calculations for prospective new customers. Own creating team and individual goals along with new processes for newly formed team.Work collectively and effectively with Regional and National Account Underwriting Leadership

Provide excellent customer service by responding to calls in a professional and timely manner. Develop renewal offers including rates and rate guarantee periods. Prepare updated billing statements in response to account audits. Work closely with Field Offices to help meet company goals and customer expectations. Train new team members on all aspects of the position and provide ongoing mentoring.

Accurately research and respond to external customer telephone inquiries. Direct customers with complex or unusual questions to the appropriate department for continued service. Developed and maintained an accurate reference manual for the Home Office Console.

Serve as the customer’s first point of contact for the Standard Insurance toll-free hotline.Regularly exceed department goals in call volume and hours.Track and manage disability claim overpayments.Sort incoming mail and faxes.