Jennifer Smith
Enfield,CT
Summary
Reliable and achievement-oriented Product Management Consultant with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best manage the organization's needs.
Overview
22
22
years of professional experience
Work History
MassMutual US Annuity Product Management Consultant
MassMutual Financial Group
Springfield, MA
11.2015 - Current
- Manage Annuity Product Project backlog in order to effectively prioritize and implement work efforts within MMUS
- Track, maintain and report budget and funding needs of all product work efforts
- Lead implementation of several key initiatives within Annuity Product
- Represent Annuity Product for Se2 intake and product projects
- Manage Internal Replacement rules and guideline updates for the Annuity line of business
- Product Owner for implementation of renewal functionality for the Stable Voyage fixed deferred annuity product at Se2 in 2021
- Initiative Owner on Stable Voyage Renewal ‘Day 2’ efforts and Stable Voyage enhancements within Se2 and DXC
- Product Owner on successful implementation of fixed deferred products and new QLAC market type on SE2’s platform in 2016
Annuity New Business Relationship Manager
MassMutual Financial Group
Springfield, MA
08.2014 - 11.2015
- Worked closely with Agency Supervisory Officers in 26 MassMutual agencies in the east coast sales territory to evaluate agency business submissions, identifying trends to reduce NIGO rates
- Facilitated monthly agency meetings, reviewed agency reports, discussed trends, and educated/informed agency key contacts of new business, suitability, and regulatory process impacts to their agency
- Traveled to attend agency meetings with External Wholesalers, providing new business overview and training for agents and agency back-office personnel
- Served as subject matter expert for Annuity New Business and Sales department inquiries, handling expedited and escalated cases
- Created job aids, best practice and new business submission documents to educate external sales force and agency personnel to increase In Good Order business submissions and reduce processing time-frames
Annuity Service Ambassador
MassMutual Financial Group
Enfield, CT
09.2005 - 08.2014
- Utilized problem solving and analytical skills daily when researching escalated cases for internal and external clients
- Identified trends and recommended suitable changes to processes and procedures
- Worked closely with Legal, Compliance, and Business Leaders to determine resolution on exception cases
- Coordinated and maintained all Annuity Recovery of Funds cases for the organization as well as followed up to collect delinquent reimbursements
- Supported LSS Initiatives by leading a successful green belt project to reduce AHT within the Service Center in 2010/2011
- Served as a primary resource for the Annuity Exception process and helped to integrate the Annuity process with USIG
- Organized, documented, and reported all exception cases to Compliance for the Annuity Line of Business
Annuity Service Center Specialist
MassMutual Financial Group
Hartford, CT
12.1999 - 09.2005
- Trained, coached, and assisted Customer Service Representatives daily
- Worked closely with department managers and team leaders to grant exceptions and get daily workload completed
- Assisted in creating and updating documents for the then newly established online resource system – Quest
- Promoted to Specialist after 1.5 years as a Customer Service Representative
Education
B.A. - Psychology
University of Connecticut
Skills
- Microsoft Office
- Completing work when faced with multiple deadlines
- Verbal and Written Communication
- Complex Problem Solving
- Detail-Oriented
- Relationship Building
- Service-Oriented
- Critical Thinking
- Adaptable to Changing Conditions
- Prioritizing and Planning
- Willing to Learn
Timeline
MassMutual US Annuity Product Management Consultant
MassMutual Financial Group
11.2015 - Current
Annuity New Business Relationship Manager
MassMutual Financial Group
08.2014 - 11.2015
Annuity Service Ambassador
MassMutual Financial Group
09.2005 - 08.2014
Annuity Service Center Specialist
MassMutual Financial Group
12.1999 - 09.2005
B.A. - Psychology
University of Connecticut