Roberta Prost Email & Phone Number

Boston, Ma, Us

Greater Boston Area

Open complaint files and enter complaint data on Salesforce Upload and organize relevant documents into electronic files on Salesforce Communicate and outreach to customers or producer firms regarding complaint status updates, request for information and findings Order policies and conduct research for complaint cases

Portsmouth, Nh

Monitored AWD 10 queue for Returned Mail for Fixed ProdctsReviewed each work item to ensure attached images match up with AWD 10Verification of addresses in Vantage/Parts Plus to verify the status of the participant

Portsmouth, Nh

Provided contract information to financial advisors, broker/dealer back offices and contract holders Delivered trusted, professional and reliable service to John Hancock clients and advisors Provided account information on products, procedures, taxes, transactions and investments Provided licensing and commission information to financial advisors and broker/dealer back officesProvided contract information to participants regarding their fixed annuities

Portsmouth, Nh

Assisted CSRs with escalated issues, business processes and contract questionsMentored new hiresAssisted in UAT testing for Merrill Connect, AWD 3.2, AWD 10 and Phone MigrationAssisted MBPS representatives with print, email and fax requests Recommended changes that resulted in updated forms 

Greenland, Nh

Danvers, Ma

Provided feedback to appraisers on quality issues for training opportunities to ensure accurate reports Answered approximately 50 incoming calls per day from clients and appraisersMonitored designated clients for service issuesReviewed up to 50 orders a day to identify and report issues and trendsMentored over 40 new hires and provided additional training to employees on updated policies and proceduresResponsible for transitioning processes to other locations remotely… Show more Provided feedback to appraisers on quality issues for training opportunities to ensure accurate reports Answered approximately 50 incoming calls per day from clients and appraisersMonitored designated clients for service issuesReviewed up to 50 orders a day to identify and report issues and trendsMentored over 40 new hires and provided additional training to employees on updated policies and proceduresResponsible for transitioning processes to other locations remotely Created processes for reports that are returned by the client for additional quality concerns Assisted in the editing and consolidation of documentation to aid various teams across the organization Show less