Jacqueline Lyons

• Possesses skills to properly analyze incoming requests via phone, paper, or electronic communications such as web chat and email from agents, financial professionals, policy owners or any other related party. • Actively seeks information to understand and analyze customer’s circumstances, problems, expectations and needs to resolve difficult inquiries/issues. • Clearly communicates complex information and solutions to customers in a helpful manner. • De-escalate situations involving dissatisfied customers utilizing patience, assistance & support methods. • Maintains a professional & empathetic demeanor and in all interactions. • Accurately updates, monitors & notates customer account details of client/agent interactions in multiple databases and CRM systems. • Possess product knowledge of all annuity business to discuss products and/or product features, IRS tax qualifications and requirements. • Acts as a liaison for customers as needed between departments or other aspects of the organization. • Understands and explains complex topics such as interest, fee and death benefit calculation & the ability to communicate potential benefits/consequences of customer requests. • Comprehends intricate contractual language, features and terms and interpret in an efficient manner. • Has full understanding of components of frequently encountered entities, such as Power of Attorney, Trusts, Estates, Custodians as well as IRS tax forms. • Complies with company and regulatory guidelines for performance. • Prioritize and multi-task daily functions to positively influence productivity and quality in a fast paced, high-volume environment. • Process financial and non-financial transactions in accordance with established procedures. • Consistently meets specified requirements for performance and quality. • Research complex issues or complaints which could require interdepartmental cooperation. • Identify and recommend opportunities for process improvements and organizational initiatives. • Complete follow-up requests and provide any needed documentation. • Transact client requests for withdrawal of contract funds over the phone. • Possesses technical comprehension of website to service and troubleshoot web related functions. • Assist the training teams with new hire shadowing. • Facilitate communication between management and frontline while taking on the role of coaching. • Applying proficient decision making and knowledge in all communication and action. • Confidently mastering the ability to handle inquiries from team members in need of assistance. • Resolving escalated calls. • Fields incoming security related tasks involving multiple portfolios with market exposure and financial impact

• Daily monitoring and processing of orders
• Email and telephone correspondence to customers
• Coordinate daily work
• Follow-up on pending accounts
• Process complaints.

• Supervised a group of 12 to 15 employees
• Monitoring production, quality behavior and attendance
• Generated monthly report/annual reports on individual and employee progress, strengths and weaknesses
• Generated spreadsheets that tracked production
• Verified reported hours to payroll including computing and coding for pay adjustments
• Conducted interviews and assisted in the hiring process.