Joy Smith
Birmingham
Summary
Seasoned account specialist and administrator focused on business efficiency and operational improvements. A dedicated and decisive leader with a strategic and forward-thinking mindset. Bringing 3 to 5 years of progressive business experience in the professional underwriting and fixed annuity field . In-depth knowledge of investment annuities, retirement annuities and account management, looking to grow within a diverse and professional environment.
Analytical and critical thinker with excellent judgment and expertise in a variety of software's.
Friendly and proficient with a strong background working to accomplish internal/external customer and company needs when assisting with detailed records and files. Organized and dependable candidate as well as successful at managing multiple priorities with a positive attitude. Also willing to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Case Management Specialist II - Retirement/Investment Specialist
Protective Life Corporation
03.2023 - Current
- Made appropriate referrals, monitored client services in appropriate time frames, sought supervisory guidance as required, documented services provided and completed departmental billing procedures.
- Communicated with supervisor regarding issues related to case management, resourcing, service collaboration and development of new resources.
- Served as case coordinator, assuming responsibility for complex, high-volume assignments and guiding endeavors to successful completion.
- Created well-written, effective care plans appropriately matching needs of clients following standards and guidelines of funders, contractors and governmental regulations.
- Provided primary customer support to internal and external customers.
- Maintained up-to-date knowledge of product and service changes.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Met with customers, agents and brokers to negotiate coverage, price, and service delivery.
- Studied insurance industry changes, remaining up-to-date with latest trends and protocols.
- Reviewed applications for insurance coverage and reports from loss control specialists to determine risks.
- Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
- Built strong relationships with lenders, brokers and clients for constructive communications.
- Administratively managed 60 to 80 cases per day
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Teamed up with managers and executives to assist in evaluating and improving performance of direct services, contributing to strategic program planning and development.
Life and Annuity Specialist II -
Protective Life Corporation
04.2020 - 03.2023
- Processed complex transactions such as fixed annuities and life claims; helped resolve complaints; used insurance and acquired companies knowledge and several administration systems to accomplish these tasks. Approved teammates work, within approval guidelines; contributed to drafting or updating departmental procedures. Reported any escalated issues to team TSS and Manager.
- Answered telephone inquiries. Handled customer complaints and documented information received from telephone conversation into claim file. Was responsible for incoming and outgoing calls to claimants, Powers of Attorney, facilities and other person’s or entities involved in payment of claim.
- Responded in writing to customer inquiries in accordance with regulations. Reviewed letters and responds within individual parameters and escalates as appropriate. Communicated, in writing and by phone with Agents, Beneficiaries, Funeral Homes, Attorneys, government agencies including Department of Insurance, and other acquired companies.
- Verified contract holders information, contract effective dates, premium status and verification of claim eligibility. Identified the need for additional information. Contacts appropriate source to obtain needed information. Verified beneficiary information and payment amount.
- Approved claims according to designated approval authority guidelines
- Investigated moderately complex claims to resolution, or if appropriate, advised claimant of status and assisted in resolution of claim.
- Maintained claim files with proper level of documentation
- Maintained claim inventories within departmental, contractual and regulatory guidelines.
- Assisted with Unclaimed Property process
- Reviewed and analyze IRS Form W9 and Form W8.
- Processed complex transactions – Assisted to resolve complaints.
- Contributed to drafting or updating departmental procedures.
- Assisted with waiver of premium claims processing when necessary.
- Managed a diverse portfolio of client cases, prioritizing tasks based on risk level and time sensitivity.
- Mentored junior staff members through personalized coaching sessions focused on skill development.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Established trust with clientele through transparent communication about investment portfolios and risk management strategies.
Brokerage Account Administrator (MCA)
Keller Williams Vestavia 280
03.2017 - 04.2020
- Managed accounts payable
- Managed accounts receivable
- Managed commission account
- Managed credit card authorizations
- Managed escrow account
- Oversaw all cash handled transactions
- Managed incentives account
- Managed monthly bill collections
- Verified data integrity and accuracy
- Copied, logged and scanned supporting documentation and placed all information in client files
- Obtained documents, clearances, certificates and approvals from local, state and federal agencies
- Researched and updated all required materials needed for firm and partners
- Entered details such as payments, account information and call logs into account edge system
- Produced ad hoc financial reports and documents for weekly meetings.
- Answered average of 30 calls, emails and faxes per day.
- Analyzed departmental documents for appropriate distribution and filing
- Oversaw budget and tracked expenses against.
- Streamlined processes to maximize operational efficiency
- Improved information collection and recordkeeping accuracy by creating, updating and managing customer communication.
- Kept financial records accurate, current and compliant by monitoring records and addressing variances
- Managed bi-weekly payroll for over 5 employees, as well as insurance matters, workman's compensation and compliance reporting
- Utilized proven problem-solving methods in accordance with company policy to enhance client satisfaction
- Reduced recordkeeping errors by efficiently and precisely handling all financial transactions, journal entries and accounts payable and receivable activities
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Maintained account accuracy by reviewing and reconciling checks monthly.
- Handled day-to-day accounting processes to drive financial accuracy.
- Developed and implemented strategies to increase client retention.
Senior Customer Service Coordinator
Banana Republic
02.2017 - 01.2019
- Managed customers retail credit card inquires and purchases.
- Managed sales plans to increase market share, customer base and revenue
- Trained new sales personnel on company policies, customer acquisition strategies and successful sales techniques
- Met or exceeded sales objectives on consistent basis to drive company growth
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices
- Trained 3 new sales associates each quarter
- Contributed to team success by exceeding team sales goals by 40%
- Answered product questions with up-to-date knowledge of sales and store promotions
- Mentored new sales associates to contribute to the store’s positive culture
- Maintained established merchandising standards, including window, sales floor and promotional displays
- Worked with the management team to implement the proper division of responsibilities
- Supervised and directed all merchandise and shipment processing
- Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register
- Cleaned and organized the store, including the checkout desk and displays
- Operated a cash register for cash, check and credit card transactions
- Contacted other store locations to determine merchandise availability
- Educated customers about the brand to incite excitement about the company’s mission and values
- Assisted customers with prompt and polite support in-person and via telephone
- Built relationships with customers to increase likelihood of repeat business
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Answered customer telephone calls promptly and in an appropriate manner
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction
- Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture
- Priced merchandise, stocked shelves and took inventory of supplies
Customer Service Administrator
Omni Tax Company
01.2016 - 04.2017
- Managed direct deposit
- Managed credit card payments
- Managed accounts receivable
- Managed accounts payable
- Copied, logged and scanned supporting documentation and placed all information in client files.
- Entered details such as payments, account information and call logs into data system.
- Supported Chief Operating Officer with daily operational functions.
- Responded to customer requests via telephone and email and effectively answered questions and inquiries.
- Assisted various business groups with document organization and dissemination during acquisitions.
- Performed initial client assessment and analysis to begin research process.
- Analyzed departmental documents for appropriate distribution and filing.
- Obtained documents, clearances, certificates and approvals from local, state and federal agencies.
- Verified data integrity and accuracy.
- Researched and updated all required materials needed for firm and partners.
- Answered average of 25 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing new product information.
Education
MBA - Business Administration And Management
Jacksonville State University
Jacksonville, AL12.2021
Bachelor of Business Administration - Bachelor of Arts And Sciences
Jacksonville State University
Jacksonville, AL12.2018
High School Diploma -
Jefferson Christian Academy
Irondale, AL05.2013
Skills
- Documentation and reporting - 5 years
- Life Death Claims -5 years
- Fixed Annuities - 5 years
- Office administration - 6 years
- Retirement Annuities- 5 years
- Expense reporting - 3 years
- Budgeting - 3 years
- Investment Annuities - 3 years
- Accounts payable / accounts receivable - 5 years
- Bookkeeping - 4 years
- Data entry - 5 years
- Credit card operations - 3 years
- Customer Service - 7 years
- Banking - 2 years
- Accounting - 5 years
- Data analysis - 2 years
- Budgeting and finance - 4 years
- Account/Case management - 5 years
- Proficient in Microsoft Word, Excel, Outlook, Publisher, PowerPoint, QuickBooks, DocuSign, Dotloop, Account Edge, ECRM, AX, NEXTGEN, LIFECOM,
- Underwriter Worksheet
- Gemini - Data Entry
- LIFECOM - Annuites System - 5 years
Timeline
Case Management Specialist II - Retirement/Investment Specialist
Protective Life Corporation
03.2023 - Current
Life and Annuity Specialist II -
Protective Life Corporation
04.2020 - 03.2023
Brokerage Account Administrator (MCA)
Keller Williams Vestavia 280
03.2017 - 04.2020
Senior Customer Service Coordinator
Banana Republic
02.2017 - 01.2019
Customer Service Administrator
Omni Tax Company
01.2016 - 04.2017
MBA - Business Administration And Management
Jacksonville State University
Bachelor of Business Administration - Bachelor of Arts And Sciences
Jacksonville State University
High School Diploma -
Jefferson Christian Academy
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