Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Hope Tomkins

Parkersburg,IA

Summary

Client Services Professional with over 20 years of experience in client relationship management, insurance benefits, and process improvement. Proven track record of delivering exceptional customer service across finance, insurance, and administrative sectors. Recognized for leadership skills and commitment to effective communication that enhances customer loyalty and fosters teamwork.

Overview

14
14
years of professional experience
1
1
Certification

Work History

ITM, Longevity
Minneapolis , Minnesota
02.2024 - Current
  • Providing a point of contact for trustees for questions that might arise regarding the daily monitoring of trust activities.
  • Completing annual documents for trusts.
  • Providing excellent customer service and timely responses regarding any activity on trusts.
  • Assisting with any death claims for trusts.

Sr. Advisor Service Associate

Principal Financial
Cedar Falls, IA
01.2022 - Current
  • Serve as a key point of contact for advisors, providing exceptional customer service and support for inquiries related to diverse financial services and navigating the company website
  • Proactively address and resolve issues to ensure advisors have seamless access to necessary information and resources
  • Streamline the processes by promptly fulfilling requests for enrollment and eligibility materials, ensuring efficient delivery to advisors
  • Collaborate with cross-functional teams to identify and implement process improvements, enhancing the overall advisor experience and boosting resolution times
  • Maintain accurate and detailed documentation of interactions, inquiries, and issue resolutions for reference and reporting purposes
  • Remain current on company policies and procedures to provide up-to-date and accurate information to advisors
  • Actively engage in team meetings and training sessions, sharing insights and best practices to improve service delivery and efficiency.

Sr. Client Service Associate

Principal Financial
Cedar Falls, IA
05.2021 - 01.2022
  • Provided personalized support to plan sponsors, ensuring their satisfaction by promptly addressing issues and facilitating plan changes
  • Established mutually beneficial relationships with plan sponsors through effective communication and proactive assistance to increase client retention
  • Assisted in the development and implementation of client-focused action plans, resulting in improved client satisfaction and streamlined plan management processes
  • Conducted regular check-ins with plan sponsors to proactively identify opportunities for enhancing service delivery and addressing concerns.

Advisor, Support Team

Principal Financial
Cedar Falls, IA
08.2018 - 05.2021
  • Acted as a primary point of contact for advisors, providing prompt and comprehensive assistance via incoming phone calls, ensuring their understanding of plan details, and addressing any questions or concerns
  • Applied expertise in website navigation, troubleshooting, and issue resolution to reduce website access issues
  • Played a crucial role as part of the Concierge team, by building strong relationships with new advisors and ensuring a seamless onboarding experience
  • Collaborated with the transition team to ensure a smooth transition for advisors during the initial 4 months of their selected plan, acting as the main point of contact and providing ongoing support
  • Proactively identified and addressed potential challenges during the transition period, resulting in a significant decrease in advisor-related issues and improved overall advisor satisfaction.

Client Service Associate

Principal Financial
Cedar Falls, IA
12.2017 - 08.2018
  • Provided prompt and professional assistance to clients and advisors, addressing inquiries, resolving issues, and answering questions related to their plans
  • Assisted advisors with plan customization, ensuring seamless implementation of changes based on their preferences
  • Maintained detailed records of interactions, inquiries, and issue resolutions, contributing to accurate tracking and streamlined communication processes.

Retirement Specialist II

Principal Financial
Cedar Falls, IA
03.2016 - 02.2017
  • Handled a high volume of incoming calls from participants, providing guidance and support regarding their retirement accounts, including answering questions, addressing concerns, and assisting in a timely and professional manner
  • Ensured the security of customers' accounts by meticulously verifying and maintaining accurate and updated customer information, following strict protocols and confidentiality guidelines
  • Utilized a comprehensive understanding of retirement plans, effectively addressing inquiries related to balance inquiries, updating transaction statuses, and providing guidance on accessing website information
  • Actively participated in Online Chat Webinars, engaging with participants to provide real-time support and guidance, further enhancing the overall customer experience
  • Mentored new representatives in their phone call responsibilities, sharing best practices, providing guidance on effective communication techniques, and fostering a supportive and collaborative team environment.

Regional Territory Associate

Professional Office Services
Waterloo, IA
01.2011 - 03.2016
  • Assisted outside sales representatives in acquiring new clients and maintaining relationships with existing clients, playing a key role in achieving revenue targets and business growth
  • Acted as the primary point of contact for customers, providing exceptional service by promptly addressing inquiries, placing orders, and delivering timely status updates on new and existing orders
  • Collaborated with management to develop and define the newly created role of Regional Territory Associate, ensuring alignment with company objectives and setting clear expectations for the position to ensure long-term success
  • Partnered with sales representatives and customers to ensure a seamless and exceptional experience, leveraging strong communication and problem-solving skills to address their needs and exceed expectations
  • As an Order Entry Specialist, handled a wide range of customer phone inquiries, including order placement, shipment tracking, and balance inquiries.

Education

Associate Degree - Computer Information Systems & Network Administration

Hamilton College
Cedar Falls, IA

Skills

  • Microsoft Office Suite (Word, Excel)
  • Express
  • IBPM Processing
  • Salesforce
  • Insurance Benefits
  • Insurance Claims
  • Medicare Processes
  • Administrative Processes
  • Process Improvement
  • Client Relationship Management
  • Report Analysis
  • Claims Processing
  • Recruitment Strategies
  • Phone Etiquette
  • Leadership
  • Communication
  • Collaboration
  • Multitasking
  • Attention to Detail
  • Problem Solving
  • Relationship Building
  • Customer Service
  • Confidentiality
  • Time Management
  • Organization
  • Prioritization
  • Negotiation
  • Trust monitoring

Certification

  • A+ Certification
  • Comp TIA

Timeline

ITM, Longevity
02.2024 - Current

Sr. Advisor Service Associate

Principal Financial
01.2022 - Current

Sr. Client Service Associate

Principal Financial
05.2021 - 01.2022

Advisor, Support Team

Principal Financial
08.2018 - 05.2021

Client Service Associate

Principal Financial
12.2017 - 08.2018

Retirement Specialist II

Principal Financial
03.2016 - 02.2017

Regional Territory Associate

Professional Office Services
01.2011 - 03.2016

Associate Degree - Computer Information Systems & Network Administration

Hamilton College
Hope Tomkins
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