BRETT PETERSON

Lead a complex operations organization supporting Universal Life insurance products across personal, corporate, and bank-owned business lines. Responsible for registered representatives, analysts, principal-licensed specialists, consultant leaders, and service professionals supporting highly regulated insurance products and advanced market cases. Accountable for service delivery, operational performance, workforce planning, talent development, compliance oversight, and execution of strategic initiatives. Partner closely with senior leaders across operations, product, technology, and business lines to improve servicing capabilities, drive efficiencies, and support organizational growth. Focus on advancing operational scalability through process improvement, automation, artificial intelligence, and data-driven decision making while maintaining strong customer outcomes and regulatory compliance.

Led an organization of managers, retirement representatives, and support personnel to provide excellent service while consistently exceeding service level agreements for large and mega retirement plan clients. Supported client relationships representing more than $500 million in assets while partnering closely with relationship and account managers to address service concerns and improve client outcomes. Responsible for workforce optimization, operational performance, employee development, technology-driven efficiency initiatives, and process improvement efforts. Worked closely with senior leadership to advance enterprise initiatives, strengthen culture, and drive performance across the organization.

Supervised a team of Retirement Representatives providing service and education to retirement plan participants. Coached and developed representatives to exceed key performance metrics including average handle time, call quality, participant satisfaction, and availability. Supported leadership in project management and process improvement initiatives while serving as Registered Principal responsible for compliance record maintenance and audit facilitation.

Progressed from retirement representative, senior representative, to team lead supporting retirement plan participants through education, account servicing, transaction processing, escalations management, coaching, supervision, advanced training, compliance support, and process improvement initiatives. Served as a subject matter expert in complex retirement plans and investment transactions while consistently exceeding service, quality, and operational performance expectations.