Terri Ledet-Howard

· Front-line position assisting AIG Financial Advisors and clients with brokerage accounts held through National Financial Services, processing distributions, contributions, and trades.

· Provide back-office support to AIG Advisors with forms to establish new accounts required for suitability for VFA Brokerage Accounts, AIG Retirement Services, AIG Annuity (Variable, Index and Fixed).

· Assist with internet support for online access, computer technical support (as needed).

· Ability to work in an extremely fast-paced environment and offer quick decisions, prioritization, and concentrate on detailed information. Utilize problem solving research and analytical skills to assist with complex issues.

· Provide advice when corrective action is required and notify the appropriate departments to complete actions.

· Knowledgeable and proficient in Microsoft Word, Excel and PowerPoint.

· Follow FINRA guidelines and IRS rules for tax distributions and contributions in all account types.

Maintain and prioritize a to-do-list and follow up to complete task.

· Respond to questions, concerns, and information requests via telephone regarding a variety of issues from internal and external parties, to include claimants, insureds, brokers, and vendors.

· Reviewing Plan Documents pertaining to each group to inform callers the rules set forth for each specific plan (401k, 403b, 457, SEP, SIMPLE, IRA, etc). Assist clients with help in answering questions regarding their retirement plans.

· Provide a once and done service by responding to case inquires related to status, assistance with required form information and thoroughly documenting all accounts.

· Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

· Agent and Back Office cross trained for the dual call centers for Houston and Amarillo locations.

· Assisted Agents, Agent assistants, Back Office Personnel with questions pertaining to client’s Annuity policies. Answering client’s questions and concerns regarding their annuity accounts both (Fixed and Indexed). Including filing death claims and assisting Funeral Homes with information to submit claims.

· Researched problematic and sensitive matters for resolutions and client satisfaction.

· Training and Bridge mentor for new hires in Houston Location.

· Excellent Customer Service Skills. Detail oriented, excellent problem solver and critical thinker

· Respond to questions, concerns, and information requests via telephone regarding a variety of issues from internal and external parties, to include claimants, insureds, brokers, and vendors.

· Reviewing Plan Documents pertaining to each group to inform callers the rules set forth for each specific plan (401k, 403b, 457, SEP, SIMPLE, IRA, etc). Assist clients with help in answering questions regarding their retirement plans.

· Obtain information through research of internal systems or requests from external sources. Ensure customer needs/requests are addressed and resolved promptly and completely.

· Provide a once and done service by responding to case inquires related to status, assistance with required form information and thoroughly documenting all accounts.

· Training and Bridge mentor for new hires in Houston and Amarillo locations.

· Borrowed resources for Quality Team and monitored and graded calls for quality assurance purposes. Protected privacy and confidential information.