Jessica Warren

• During implementation, collaborates with the implementation team to understand the sold case parameters up front, so they may be engaged as necessary throughout implementation
• Stays informed throughout the implementation so there is a smooth transition to this position after implementation
• Understand client business, issues, and needs through required proactive face-to-face client visits and proactive phone contact; builds, maintains, and manages positive ongoing client relationship
• Provides continual education to client on Reliance processes, policies, and procedures, including web-site services and navigation
• Keep client and broker/consultants apprised of product and service enhancements
• Responsible for oversight, monitoring and compliance with any performance guarantees on assigned cases
• Work closely with billing, underwriting, claims, and other internal departments to facilitate smooth operational functions
• Must maintain thorough knowledge of all service activities associated with assigned clients
• Must present complete understanding of all issues to client to ensure a seamless client experience
• Understands, interprets and can clearly deliver Claims Experience Reporting and data to clients
• Collaborates with sales representative to identify up-sell/cross-sell opportunities on assigned accounts; builds re-enrollment strategies for their clients
• Collaborates with sales representative and coordinates and negotiates renewal for assigned cases with sales & underwriting; communicates clients’ needs, issues, risks, and opportunities; prepares and presents renewal to client
• If required, reviews RFPs and actively participate with the sales representative in finalist presentations – on an as needed base only

High Touch Cases 08/2022 to 06/2023

1000 to 5000 Lives Cases 03/2019 to 01/2022

100 to 1000 Lives with Voluntary Benefits 08/2017 to 02/2019

100 to 1000 Lives without Voluntary Benefits 06/2016 to 07/2017

• Responds to client requests and leads projects, provides clients with alternative solutions to requests and can identify possible plan design alternatives, acts as a liaison between the client and internal MetLife teams
• Collaborates and acts as a liaison with client's Third Party Administrator to assist with problem resolution and trouble shooting
• Provides exceptional customer service to ongoing customer delivery and client satisfaction
• Coordinates and facilitates client meetings, in person or via conference call, and prepares materials, agendas and presentations
• Participates in client account audits and strategic planning process
• Partners with Financial team in completion of client reports; analyzing results and identifying trends
• Leads and coordinates implementation of new clients and the addition of MetLife product lines to existing clients
• Participates in initial strategy meetings, establishes specific processes and reports, reviews contract documents, completes broker agreements, creates process manuals and inputs and ensures accurate installation of data in MetLife systems
• Assists in facilitating the execution of contracts to ensure compliance
• Partners with Proposal Unit to research and respond to RFP questionnaires
• Participates in cross-functional project teams
• Maintains awareness and knowledge of MetLife’s and competitors’ products and trends
• Performs other duties as assigned or required

• Organizes and attends various client and broker facing meetings in person, either virtually or via the phone
• Works with internal partners to resolve escalated issues, requests needed plan performance reporting and develops marketing plans and presentation materials
• Actively participates in finalist meetings for prospective customers, stewardship meetings for existing customers and broker meetings to discuss both
• Ensures proper licensing, appointment and commission paperwork is in good order for writing agents
• Demonstrates strong client-specific product knowledge and provides consultative assistance on issues related to customer benefit plans and stays informed of specific client activities taking place (acquisitions, divestures, layoffs, budget challenges, etc.)
• Actively participates in the implementation process to insure a smooth onboarding process
• Tracks renewal status and margin position, negotiation of rates, working with underwriting to request alternate plan designs as necessary and initiation of amendments borne out of final decisions and mentors newly hired associates and assists with process training
• Acts as team lead by managing service escalations for a multi-million dollar book of business
• Runs team huddles and collaborates with dedicated internal partners as part of a natural working team to ensure excellent customer and broker service

• Was responsible for scheduling loads in and out of the facility
• Processing all paperwork needed for each customer depending on his or her needs
• Tracking product in facility and making requests when a shipment is ready to leave
• Was responsible for payroll at our location
• Handled HR related issues for our location
• Contacting clients as needed for information or at their request
• I created several documents to help with the workflow and that would be clearer for the customer to read, these documents are now being used at other locations

• This was a temp position at Bisk Education
• I was a call center collection rep
• I would call clients that had a balance on their online school accounts for book, tuition and fees for multiple schools
• I had to know how each school schedule was so as to call in the correct time frame

• I was assigned to MetLife in their MetLife Integrated Billing (MIB) department
• I was responsible for processing all billing related tasks for set of about 50 groups that were assigned to me
• In this role, I processed their monthly bills, I would research billing issues and questions that the group would request, and I worked closely with the Client Service Consultants, who were responsible for contacting the group, with concerns or issues I discovered
• I was on a team of 8 that I would work closely with to help resolve various issues
• I was asked to help on various projects, as this team was new and implementing new procedures and processes

• My duties included handling customer transaction, printing money orders and cashier checks, receiving or ordering foreign currency
• I have also handled small account maintenance requests such as: address changes, ordering new debit cards, doing account research for issues and to uncover additional needs for the customer
• Various responsibilities behind the teller line were: retention of specific paperwork and logs, updating information, ordering branch supplies, scheduling and was backup teller supervisor when they were out of the office which including running the branch vault and ordering and shipping money