Connie Hollern

• Conduct a comprehensive review and investigation of life insurance complaints submitted by policy owners, state insurance departments, and attorneys.
• Collaborate with underwriting, actuarial, policyholder services, and claims teams to ensure a detailed examination that facilitates an equitable resolution.
• Provide a written response outlining the findings in a clear and concise manner to the complainant.

• Played a key role in the integration efforts within Field Relations pre-inspection team, the overall Field Relations team and MassMutual Compliance.
• Gather and analyze data for trends, areas of opportunity and potential observations and/or deficiencies within the sales office organization.
• Extensive communication with associates and sales office operation managers, proficiently delivering investigative findings.

Conducted sales offices inspections required by FINRA:

• Accurately and objectively identified exceptions to Company and regulatory compliance/processing requirements, and fairly assessed the significance of such exceptions.
• Played a key role in revamping the sales office inspection process, resulting in enhanced efficiency and streamlined operations.
• Assembled the compliance inspection results and created the final inspection report for distribution to the executive staff of Compliance and the sales office organization.

Responsible for life insurance and annuity complaint handling:

• Conduct research and thoroughly investigate the allegations presented by the policy owner, state insurance department, and/or attorney and determine an appropriate resolution.
• Integral part of establishing the work transfer of complaint handling to a new location, and responsible for training new hires.
• Conducted quality review of correspondents' drafted response to state insurance departments and policyholder inquiries prior to release to assure responses were thorough, accurate, and comprehendible.
• Received formal recognition from the Chief Executive Officer for success in achieving customer satisfaction with the complaint handling process.

Medical Life Underwriter for approval limit of $500,000.00:

• Reviewed applications and documentation to assign appropriate risk class based on factors such as financial standing and medical history.
• Corresponded with sales representatives, medical personnel, and others to obtain information, quote risk and explain company underwriting policies.
• Received formal recognition from the Agency Vice President of Underwriting for commendations given by the sales office management regarding my efforts in efficiently processing applications as part of a collaborative team.