KAYE LEE OCKEN
Waukee,Iowa
Summary
Highly skilled Insurance Specialist with over 30 years experience in the insurance industry, including Life, Annuities, Auto and Property and Umbrella, who continues to demonstrate a passion for providing the best customer service experience possible for the customer. Hard working, detail oriented, with excellent communication, I bring a strong track record of proven leadership, knowledge and surpassing SLAs and goals.
Overview
32
32
years of professional experience
Work History
Suitability Specialist
Athene
07.2022 - Current
- Review and evaluate annuity new business and suitability documentation.
- Monitor state and federal regulatory proposed and final rules related to suitability. Ensure the Suitability Department complies with all regulations and rules related to Suitability.
- Ensure all requirements are met, including state compliance and regulatory requirements; if not, then worked with agents and external customers to assist with completing any outstanding requirements.
- Answer questions from agents, policyholders and other 3rd party customers via telephone and e-mail, including escalations.
- Propose and update procedures when needed.
- Maintain above average quality and efficiency: 97% and above.
- Assist with training new employees
Operations Coordinator
Cetera Financial Group
08.2016 - 02.2020
- Provided day-to-day operational support to internal and external Broker/Dealer customers including relationship management for assigned groups, onboarding of new reps and advisors, account transfers and maintenance, reviewing paperwork to ensure FINRA guidelines were met.
- Assisted external customers with questions and concerns via telephone and e-mail.
- Updated and maintained procedures.
- Exceeded all SLAs, Production Goals and Quality Metrics that were required regarding processing and customer service.
- Trained new staff members in operational procedures and best practices
Client Relations Specialist
Infosys McCamish
06.2014 - 06.2016
- Responsible for compliance review of reports, policies, certificates, and applications to determine and ensure accuracy through daily administrative functions and research.
- Developed numerous procedures in this business area that were non-existent at that time.
- Developed strong client relationships by providing timely responses to inquiries and resolving customer concerns in a professional manner.
- Assisted with training and mentoring new and current team members.
- Oversaw weekly progress meetings and auditing of managers/staff in business area.
Personal Lines Customer Service Representative
Nationwide Insurance
08.2011 - 08.2013
- Communicated with policyholders, agents, claim representatives and underwriters regarding specialty, life, automobile, homeowners, and umbrella policies, answering up to 225 daily incoming telephone inquiries regarding all aspects of insurance policies.
- Specialized in processing all policy changes including reinstatements, cancellations, premium payments, and correction of data errors.
- Responsible for researching and summarizing requests for billing clarification, including payment allocations, refunds, and outstanding collection amounts.
- Assisted with training and mentoring new team members.
- Met daily customer service quotas with a focus on quality.
Senior Policy Service Specialist
Homesteaders Life Company
09.1992 - 09.2009
- Specialized in processing plan and benefit changes, death claims, reinstatements, annuity changes and surrenders, non-forfeiture changes, early pay-ups, single premium conversions, 1035 exchanges, cash surrenders, over loan processing, and loan requests.
- Provided exemplary customer service by assisting customers and agents with questions via telephone and e-mail.
- Selected to be solely responsible for approximately 75,000 new policies acquired from another company.
- Researched policyholder requests for payment and loan audits up to 15 years in arrears, creating in-depth yet easily understandable record for customers.
- Created, maintained, and implemented all policy service procedures, year-end reviews, and weekly production reporting for team of 12 employees.
- Investigated complaints from customers regarding their experience with our policy services.
- Selected to participate in multiple audit, CRM testing, and quality assurance projects with internal and external groups.
- Played a key role in the company's computer conversion that lasted 3 years.
- Earned 2 'Outstanding Customer Service Awards', selected by internal AND external customers, for exemplary performance.
- Progressed from entry-level Customer Service Representative to Senior Policy Service Specialist/Team Lead.
Education
Completed 6 of 12 courses toward Fellow Life Management Institute (FLMI) Designation -
Life Office Management Association (LOMA)
Completed coursework in business administration and psychology for 2 years with a 3.89 GPA -
Des Moines Area Community College
Ankeny, IAProfessional Customer Service (PCS) Designation - undefined
Life Office Management Association (LOMA)
01.2003
Associate Customer Service (ACS) Designation - undefined
Life Office Management Association (LOMA)
01.2000
Skills
- Customer Relations
- Multitasking
- Quantitative skills
- Analytical Thinking
- Adaptability and Flexibility
- Excellent Communication
- Analytical Skills
- Problem-solving abilities
- Process Analysis
- Reliability
- Time Management
- Issue Research
Timeline
Suitability Specialist
Athene
07.2022 - Current
Operations Coordinator
Cetera Financial Group
08.2016 - 02.2020
Client Relations Specialist
Infosys McCamish
06.2014 - 06.2016
Personal Lines Customer Service Representative
Nationwide Insurance
08.2011 - 08.2013
Senior Policy Service Specialist
Homesteaders Life Company
09.1992 - 09.2009
Completed 6 of 12 courses toward Fellow Life Management Institute (FLMI) Designation -
Life Office Management Association (LOMA)
Completed coursework in business administration and psychology for 2 years with a 3.89 GPA -
Des Moines Area Community College
Professional Customer Service (PCS) Designation - undefined
Life Office Management Association (LOMA)
Associate Customer Service (ACS) Designation - undefined
Life Office Management Association (LOMA)
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