Michael Prentice

Accolades include

Ranked a Top IFC scorecard, 5th in asset growth, 22nd in referrals, 3rd in plannings and 1st in implementations

• A Culture Carrier who encourages people around me to excel
• First IFC to take full ownership of calling alt carrier when Business partners had extended wait times
• Tied in 2024 for most Applause on team from co-workers
• Informal Mentor on the floor

Duties include

• Counsel participants on their pension plans, tax deferred annuities and other available investment options in order to help clients retain and increase assets.
• Educate, recommend and facilitate new product purchases (including retail mutual funds, annuities, IRAs, 529 and 403b, bank products, life insurance and others) and provides authoritative information upon which important personal financial planning decisions are based.
• Interact with retirement plan participants to provide exceptional customer service and execute transaction and service requests.
• Utilize knowledge investment strategies to inform financial advice based on clients' financial needs and objectives.
• Communicate internally with cross-business partnerships to develop and implement TIAA products and services to support clients and company initiatives.
• Develop and maintain strong relationship with Institutional Plan Sponsors.

• All the same duties and responsibilities as Sr. Customer Advocate Premier but doing so with our top 2 institutions -HARVARD and JOHNS HOPKINS UNIVERSITY

• Guide individuals through retirement-plan enrollment process sponsored by their employer.
• Provide applicants with additional retirement and financial planning solutions offered by TIAA and its affiliates.
• Interpret complex plan rules and explains them to customers in an understandable manner.
• Deliver quick resolutions to participants’ questions, concerns and needs.
• Execute both routine and complex retirement plan maintenance while delivering highest level of customer service.
• Maintain strong business relationships with institutional contacts.
• Utilize knowledge gained through licensing certification to ensure customers are satisfied with overall enrollment experience.

• Offer superior customer service to inbound phone callers by responding to participant requests while assessing participant issues and offering solutions to both identified and unrecognized participant needs.
• Establish rapport quickly with participants, setting them at ease and providing direction regarding their financial transactions and long-term planning regarding their assets.
• Outline participant options regarding the organization’s products and services and explains choices using clear and simple explanations.
• Answer participant questions by communicating financial plan details and providing further explanation when necessary.
• Execute transactions and service requests on behalf of participant.
• Maintain records of all participant interactions, including inquiries, complaints, and actions taken, as well as banking service transactions performed.
• Refer participant to business partners when appropriate to retain and increase client assets.

• Determined needs, delivered solutions and overcame objections through consultative selling skills.
• Prospected continuously for new potential customers and maintained robust conversion rate.
• Managed and recorded leads from outbound telephone marketing.
• Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
• Exceeded targeted sales goals through continuous pursuit of new sales opportunities and expert closing of customer deals.
• Collected information on sales and service issues to coordinate team-wide resolutions.
• Top 5% of all company sales representatives nationwide(2,000+ reps) 2010-2020 with well over $1,000,000 in sales each year
• Inbound sales handled 50-90 calls per day
• Outbound sales made 250+ calls per day

• Collaborated with internal teams and suppliers to evaluate costs against expected market price points and set structures to achieve profit targets.
• Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
• Instructed sales staff on cross-selling and up-selling techniques resulting in increased net sales revenue.
• Helped sales and marketing team members continuously improve product knowledge, skill set and career-building potential by motivating strong revenue numbers and continued promotional success.
• Analyzed sales and marketing data for improved strategies.
• Interviewed, hired, trained and developed applicants into sales professionals
• Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
• Managed and motivated sales team to increase revenue 7-10% each year.

• Achieved monthly sales goals by promoting product benefits and enrolling new clients.
• Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
• Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
• Increased sales by offering advice on purchases and promoting additional products.
• Trained and mentored new sales representatives.
• Cold-called leads and closed large number of new sales.
• Exceeded goals for new accounts
• Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
• Top sales representative for Ann Arbor, MI branch 1999-2009