Fequiere Joseph
Howell,NJ
Summary
To make use interpersonal skills to achieve goals within a company that prides it self on customer satisfaction and customer experience. With over 15+ years of experience in client services and communications, with a proven history of delivering clear and timely business communications to a broad audience by ensuring effective and understanding dialogue. Always look to bring to enthusiasm, dedication, responsibility, and excellent work ethic, combined with a desire to motivate, assimilate and foster a friendly atmosphere by utilizing proficiencies along with experiences. Well organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Incident Communication Specialist
Fiserv
10.2023 - Current
- Deliver precisely timed, clear, and succinct business communication to 100+ Fiserv clients, ensuring effective and informed dialogues
- Monitor and actively participate in incident bridge calls, swiftly assessing and mitigating business impact
- Translate intricate technical jargon into accessible, business-friendly language, fostering seamless communication across diverse stakeholders
- Harness capabilities of ServiceNow platform to craft impactful communications, utilizing technology to enhanced messaging
- Author insightful client-facing Root Cause Analysis (RCA) documents, providing 100+ clients with comprehensive understanding of incidents and their resolutions, maintaining client satisfaction rating of 95%
- Drive accountability and results through robust reporting and meticulous metrics tracking, ensuring 100% transparency and continuous improvement
- Demonstrate commitment by participating in dynamic rotating on-call schedule, delivering uninterrupted business support.
- Analyzed data from various sources to inform decision-making around communications strategies and tactics.
- Coordinated successful events that fostered community connections and enhanced brand visibility.
- Answered client queries and complaints to provide strong customer service.
Corporate Events Associate/Operations
New York Life Insurance Company
11.2019 - 10.2023
- Orchestrated seamless onsite meeting coordination, ensuring smooth execution and positive experiences for 100+ participants
- Assisted in venue and vendor research for upcoming events, contributing to strategic planning and execution of successful gatherings
- Reviewed metrics from current and past meetings, providing valuable insights for internal and external budgeting considerations
- Managed help desk email communications, responding promptly to all inquiries and ensuring effective resolution
- Developed and managed registration websites for events, optimizing registration process for attendees
- Assisted with seating plans and other essential functions during events, contributing to overall success and attendee satisfaction
- Oversaw reporting for event counts, providing accurate and timely data for evaluation and planning purposes
- Facilitated Request for Proposal (RFP) processes, contributing to preparation and submission of comprehensive proposals
- Coordinated smaller local events and meetings, ensuring their successful execution.
- Established detailed timelines for all stages of the event lifecycle.
External Communication Associate
New York Life Insurance Company
05.2017 - 11.2019
- Engineered and tracked metrics to measure communication reach and impact
- Spearheaded project management for regulatory and compliance requirements, ensuring 100% adherence
- Collaborated with external vendors to craft compelling privacy content, successfully mitigating privacy complaints
- Orchestrated and led meetings, driving efficient implementation of business requirements
- Managed correspondence calendar, provided production support, and delivered monthly reports
- Streamlined communication and coordination of daily ad-hoc variance materials, increasing workflow efficiency by 10%
- Directed pipeline management, intake governance, and data analysis for impactful progress sharing
- Observed change management communications, mastering nuances of customer experience
- Conducted root cause and cost analyses, contributing to strategic budget planning for privacy mailing content
- Fostered collaboration with internal and agency cross-functional groups, aligning efforts to achieve goals
- Ensured 99% precision in privacy communication deliverables, emphasizing accuracy, timeliness, and effectiveness
- Collected feedback from peers, driving continuous improvement in processes and procedures
- Upheld strict adherence to governance and regulatory communication standards
- Cooperated closely with management to translate strategic ideas into achievable goals
- Interacted seamlessly with Quality Assurance Department, Corporate Compliance, and Technology to ensure processes aligned with regulatory and company guidelines.
Commissions Senior Specialist
New York Life Insurance Company
04.2015 - 05.2017
- Addressed all inquiries within 48 hours and executed precise commission calculations/adjustments, fostering smooth broker/agent interactions via 800-line
- Monitored Automatic Workflow queue, promptly responding to and directing inbound calls with strategic approach
- Played pivotal role in high-level discussions supporting product development for commission-based payments, especially for new enforcement policies
- Tracked agents' First Year Commission (FYC) and ledger reversals/garnishments, ensuring accuracy through Mainframe/Rpay updates
- Conducted rigorous audits on a sample of policy data, guaranteeing precise processing and financial reporting in alignment with PwC's standards
- Produced insightful month-end reports for management, offering comprehensive assessment of day-to-day work volume and performance
- Collaborated seamlessly with internal business areas (General Offices/Service Centers), proactively addressing issues and upholding stringent quality assurance
- Engaged strategically with Managing Partners of Field Services, providing essential support to agents in achieving goals in preparation for Council
- Delivered impactful training sessions to 100+ agents, empowering them with the skills to navigate Commission Manual Rates & Rules effectively
- Orchestrated and executed projects and procedures while meticulously documenting records for year-end results and training purposes.
Accounting Representative Specialist
New York Life Insurance Company
01.2011 - 04.2015
- Analyzed and resolved 100+ discrepancies and out-of-balances by reconciling accounts, collaborating with internal service teams, and utilizing Microsoft Access for in-depth analysis
- Balanced accounting for new business process by executing journal entries in SAP database
- Maintained financial stability by proactively managing daily accounting reports and addressing out-balances promptly
- Streamlined payment processing by stabilizing overpayments log for third-party collections, boosting efficiency
- Ensured seamless payment processing by close collaboration with Northern Trust Bank
- Reconciled out-of-balances through the preparation and review of management reporting, covering suspense accounts, applied entries, EFTs & ACHs, reversals and reprocesses, and lockbox reconciliation
- Verified 100+ accounts with accuracy and security using E-Serv System with Chase
- Facilitated smooth financial transactions by processing Move Money and Mobile Money via internal transfers for Annuity Accounts
- Addressed potential misrepresentations by conducting comprehensive cost basis analysis for internal and external 1035 exchange and contestable death claims
- Enhanced efficiency and effectiveness by reviewing and optimizing procedures for training.
- Assisted in the preparation of quarterly financial reports, enabling management to make informed decisions.
Remittance Representative Service Associate III
New York Life Insurance Company
12.2006 - 01.2011
- Participated in workflow of applications for 500+ Life products, annuities, policy billing, and contract changes
- Offered guidance to brokers, bank representatives, beneficiaries, and their representatives on contract provisions, relevant laws, regulatory requirements, and company procedures
- Directed information to Underwriting and QA team for policies with notable face amounts and overall applicant risk
- Executed payments, reinstated policies, and processed premium refunds while ensuring 100% adherence to compliance guidelines
- Engaged in communication with agents concerning potential Commission reversals due to lapse or canceled contracts
- Revised and upgraded procedures for quality assurance and processing, ensuring streamlined efficiency
- Evaluated complaint inquiries and directed them to Customer Advocacy Unit for optimal resolution
- Interacted with Service Centers (Dallas/Cleveland) and Advanced Market Networks for processing of new business
- Exchanged information with Claims/Underwriting for both new and existing life and annuity contracts
- Served as Subject Matter Expert (SME) for new employees, providing training and expertise on products and customer focus
- Authenticated incoming BONY wire transfers in collaboration with Corporate Compliance Department (CCD)
- Assisted in all aspects of Anti-Money Laundering (AML) Compliance, actively monitoring payments of $50,000+ via OFAC/AML database to identify potential money laundering activities.
- Evaluated customer needs and feedback to drive product and service improvements.
Skills
- Incident Communication
- Help Desk Communication
- Root Cause Analysis
- Metric Reporting
- Event Logistics
- Budget Analysis
- Regulatory Compliance Management
- Privacy Content Management
- Quality Assurance Analysis
- On-call support
Additional Information
Walden University Minneapolis, MN
Master’s in Marketing February 2017
Brooklyn College Brooklyn, NY
Bachelor of Science in Business Management September 2004
Certification
Scrum Master & Digital Marketing
Interests
Love reading, watching documentaries
Writing songs/performing which allows me to be creative and be a story teller
Languages
French/Creole
Other
Microsoft Office Suite, Teams, Zoom, Miro
Timeline
Incident Communication Specialist
Fiserv
10.2023 - Current
Corporate Events Associate/Operations
New York Life Insurance Company
11.2019 - 10.2023
External Communication Associate
New York Life Insurance Company
05.2017 - 11.2019
Commissions Senior Specialist
New York Life Insurance Company
04.2015 - 05.2017
Accounting Representative Specialist
New York Life Insurance Company
01.2011 - 04.2015
Remittance Representative Service Associate III
New York Life Insurance Company
12.2006 - 01.2011
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