Joan Thrailkill

• Receives inquiry or request for advice or service from current members through various
  channels, including phone calls, emails, and faxes.
  • Asks questions to discover key information and life events and understand need or problem.
  Document relevant information.
  • Recognize life events, understands, and assesses the member's needs, financial situation, and
  goals.
  • Makes recommendation(s) and motivates member to act on recommendation(s). Overcomes
  objections using advanced sales
  • Educates the member on how regulatory changes will impact a product.
  • Articulates benefits and motivates the member to acquire and/or retain various health and Life products
  through inbound and outbound member communications.
  • Provide member servicing support.
  • Ensures adherence to company and regulatory practices.
  • Supports enterprise business goals through the achievement of individual referral and product
  acquisition goals.
  • Acquire and apply advanced knowledge of complex health insurance and Medicare solutions,
  managing the best products for their needs.
  • Work with brokered products and act as an agent for the member.

• As a Compliance Analyst III, I perform a variety of duties to assist the Enterprise with compliance of the Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), USA PATRIOT Act, and other anti-money laundering program requirements. Responsible for reviewing transactional data to detect, report and prevent suspected money laundering and terrorist financing activities.
  
  • Utilizes an Anti-Money Laundering (AML) case management tool and other internal software-
  driven systems to monitor, research and analyze trends related to member transactional activity
  for moderately complex alerts/cases.
  • Utilizes knowledge of financial products, systems, and processes in all lines of business to
  detect and analyze red flags for money laundering and terrorist finance activity.
  • Refers unusual/out of pattern transactional activity to the Anti-Money Laundering Investigations
  (AMLI) team with analysis and summary of findings.

As a lending Senior Specialist, I fulfill the mission by initiating, finalizing and servicing loan products. Complete members and third-party request for title and lien information and services. Probe to identify members stated and unstated needs ensuring appropriate products and services are offered or referred. Serves as a primary resource to peers and provides feedback and process improvements for risk and compliance efforts to key stakeholders.

• Maintain excellent technical and compliance results
• Effectively communicates messages from leadership to peers across all regions
• Identifies process gaps for internal controls and risk mitigation
• Documents process changes for team to understand and avoid compliance errors
• Hold Property and Casualty Agents License to assist members in MBI states
• Completed the Professional Bankers Certificate Program 1
• Professional Bankers Certificate Program 2 pilot participant
• Active in Bank Labs and process improvements
• Technical and Compliance POC, BCC Champion

Responsible for calling on Specialist and Primary Care Physicians in the education and promotion of products and services. District Liaison responsible for co-ordination of 3rd party vendors as well as co-promotion efforts. Implemented effective, outward-facing "pull-through" programs to increase Medicare and Medicaid patient acquisition and retention to therapies. Organized and recruited Health Care Professionals to attend speaker programs and round tables. Maintained all required compliance and regulatory training.

• District Representative of The Year
• Presidents Club Winner
• Compliance and Regulatory Training and Testing
• Successfully Maintained Inventory Controls within FDA Requirements
• Adverse Events Reporting
• Health Insurance Portability and Accountability Act Certification
• Complied with all regulatory requirements of The Sunshine Law