Brea A Suarez
Tucson,AZ
Summary
Detail-oriented individual with extensive experience in managing death claims, locating beneficiaries, and ensuring compliance with state guidelines. Proven success in mentoring new employees, leading team meetings, and maintaining high customer satisfaction. Skilled in research and problem-solving. Proven track record of resolving complex issues and improving service efficiency.
Overview
23
23
years of professional experience
Work History
Annuity Benefits Research Specialist
Talcott Resolution Life Insurance
02.2022 - Current
- Received Consultant title as promotion from Senior Service Specialist.
- Preparing unclaimed funds to be escheated to state monthly for approximately 50-100 annuity beneficiaries.
- Researching and locating missing beneficiaries to assist them in completing their claims to avoid properties being remitted.
- Answering calls regarding death claims, including escalated issues.
- Practicing of thorough search measures to avoid violations and company fines.
- Reviewing death information from third party vendors such as Social Security Administration and verified whether passing was for our client
- Working with compliance department to stay within both company and state guidelines.
- Managing of Legal Mailbox inquiries, which consists of addressing complex issues and working directly with our internal legal attorney for resolution.
Annuity Service Specialist
The Hartford Insurance
06.2018 - 01.2021
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Received Senior Service Specialist title as promotion from Service Specialist
- Lead team meetings and mentored new employees
- Responded to written requests from clients and brokers.
- Received average of 80 calls per day from annuity contract holders and brokers
- Utilized active listening and critical thinking skills to quickly analyze and clearly understand specific request or customer need
- Navigated multiple programs and effectively use online resources to complete customer requests in fast-paced environment
Sales Agent
AARP The Hartford Insurance Group
08.2012 - 07.2017
- Educated clients on insurance products, enabling them to make informed decisions regarding their coverage needs.
- Received Sales Consultant title as promotion from Sales Associate
- Managed average of 20 to 30 customer calls per day
- Answered questions, provide quotes, and issued home, auto and personal umbrella insurance policies
- Recommended coverage limits based on each caller’s personal needs
- Licensed Property and Casualty insurance producer in all fifty states and D.C.
- 3 time Annual Top Performer winner
Insurance Customer Service Trainer
AARP The Hartford Insurance Group
01.2003 - 11.2008
- Licensed Property and Casualty insurance producer in all fifty states and D.C.
- Created a positive learning environment by fostering open communication and constructive feedback during training sessions for approximately 20 new hire employees
- Provided expert guidance on company policies and procedures, ensuring proper adherence among all customer service representatives.
- Evaluated the effectiveness of current training methods, making adjustments as necessary to better align with company objectives and goals.
- Enhanced customer service skills by conducting engaging training sessions for new employees.
- Developed a thorough understanding of company products and services to provide accurate information during training sessions.
- Implemented ongoing evaluations for trainees, ensuring consistent progress and skill development over time.
- Identified areas of improvement in employee performance and provided targeted coaching to address specific needs.
- Collaborated with management to assess staff development needs and created customized training materials accordingly.
- Assisted in maintaining high levels of employee engagement throughout the training process by incorporating interactive activities and group discussions into each session.
- Provided coaching and mentoring to employees.
Insurance Customer Service Representative
AARP The Hartford Insurance Group
09.2001 - 01.2003
- Licensed Property and Casualty insurance producer in all fifty states and D.C.
- Answered incoming calls from policy holders surrounding the understanding of policy coverage.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Recommended coverage limits based on each caller’s personal needs.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
Education
No Degree - Associate of Arts
San Diego Mesa College
San Diego, CATimeline
Annuity Benefits Research Specialist
Talcott Resolution Life Insurance
02.2022 - Current
Annuity Service Specialist
The Hartford Insurance
06.2018 - 01.2021
Sales Agent
AARP The Hartford Insurance Group
08.2012 - 07.2017
Insurance Customer Service Trainer
AARP The Hartford Insurance Group
01.2003 - 11.2008
Insurance Customer Service Representative
AARP The Hartford Insurance Group
09.2001 - 01.2003
No Degree - Associate of Arts
San Diego Mesa College
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