Diana L. Rupe
West Des Moines,IA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Farm Bureau Financial Services
West Des Moines , IA
11.2021 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Process partial and full withdrawals from annuities.
- Process direct transfers and 1035 exchanges.
- Process sub account transfers on variable and indexed annuities.
- Answer tax related questions about annuities.
Senior Annuity Specialist
American Equity Investment Life Insurance
West Des Moines , IA
10.2006 - 11.2020
- Analyzed customer data to determine annuity eligibility and product selection.
- Prepared documents for annuity applications, including financial statements, tax returns, and other required materials.
- Processed customer payments on time and accurately.
- Answer tax related questions.
- Assist Accounting with running quarterly and annual tax reports.
- Assist Accounting with reconciling out of balance accounts.
- Create, delete and make corrections to tax forms (1099’s and 5498’s).
- Assist operations with taking incoming calls and processing.
- Assist with other assigned tasks.
- Helped internal and external business partners by providing expertise and tactical support.
- Test improvements and repairs to operations systems, rate changes, and product changes.
- Acted as SME between Compliance and Accounting and Operations.
Education
Bachelor of Science - Accounting
Upper Iowa University
West Des Moines, IA05-2024
Skills
- Report creation
- Report generation
- High-energy attitude
- Project management abilities
- Business development understanding
- Problem-solving abilities
- Adaptive team player
- Office equipment proficiency
- Inbound and Outbound Calling
- Technologically savvy
- Clerical support
- Microsoft Office expertise
- Internal controls and audits
- Account evaluation
- GL reconciliation
- Month-end documentation
- Data collection and sampling
- Accounts payable
Timeline
Customer Service Representative
Farm Bureau Financial Services
11.2021 - Current
Senior Annuity Specialist
American Equity Investment Life Insurance
10.2006 - 11.2020
Bachelor of Science - Accounting
Upper Iowa University
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