• Charter member of a 7 person team tasked with the clean-up effort of large corporate annuity contracts to ensure data accuracy, eliminate payment risk, and cultivate relationships with external contract holders• Developed and documented the improvement of existing and new processes as well as a metrics system to monitor the team’s progress and formalize the team’s ongoing procedures • Facilitated collaboration between business units to leverage internal resources to develop solutions to complex contractual, legal, and compliance issues • Responsible for submitting monthly wire payments, analyzing the corresponding remittance reports, and resolving any variances• Researched and resolved delicate sales and operations issues to maintain key sales relationships, mitigate potential conflict, and ultimately enhance brand loyalty • Utilized product and regulation knowledge in combination with creative and critical thought to find “outside the box” solutions that were amendable to both the client and the company• Identified and reported trending service issues to their departments of origin to improve processes and communication that ensured compliant and uniform procedures

• Selected as one of four Case Managers focused on building and maintaining one-on-one relationships with both fixed and variable annuity producers by prioritizing expedited and accountable service from a single individual throughout the entire transaction lifecycle • Trained other Case Managers on business requirements as well as techniques to offer effective service and maintain positive customer relationships

• Applied detailed knowledge of industry regulations and company processes to mentor team members and to serve as a key source of information for other departments• Provided articles and editing for the quarterly newsletter “The Signature”