Natalie Pala
Joshua
Summary
Experienced investment and insurance professional with proven track record in optimizing operations and driving improvements. Known for collaboration and delivering results, ensuring seamless teamwork and adaptability to changing requirements. Expertise in process improvement, problem solving and attention to detail.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Insurance Operations Specialist /Insurance Operations Associate
First Command Financial Services
11.2016 - Current
- Company Overview: Financial Planning Firm in Fort Worth, TX
- Assist in managing Insurance Operation Team as Team Lead to ensure proper SLA
- Run morning numbers and Daily Stand Up meetings while monitoring work volumes, shift work as needed for team throughout the day
- Assist with cross training of team members
- Research and troubleshoot issues and collaborate with internal departments and/or external insurance contacts to resolve escalations from field advisors
- Coordinate with Carriers to ensure product information stays current in First Reference and Forms Online
- Quality Control of newly trained cover memos and death claim packets
- Review and prepare life insurance applications from field advisors requesting Unlicensed Advisor signatures from SVP, Operations using DocuSign
- Assist Director of Risk Management Team with special projects that may arise
- Financial Planning Firm in Fort Worth, TX
Brokerage Operations Associate/ Team Lead
First Command Financial Services
11.2016 - Current
- Company Overview: Financial Planning Firm in Fort Worth, TX
- Assist associate manager with duties as Team Lead
- Fulfill Client and Advisor requests within departmental guidelines for quality and productivity
- Assisted managers in maintaining seven user guides and procedures to stay current with continuous improvement to provide the best client experience
- Assisted the Transfer Agency with developing new standards for task which did not have a procedure guideline
- Train team members on new standards and procedures
- Financial Planning Firm in Fort Worth, TX
Customer Service Center Generalist
First Command Financial Services
11.2016 - Current
- Company Overview: Financial Planning Firm in Fort Worth, TX
- Assist clients and advisors with navigating our insurance products and services and responding to client inquiries relating to the client portal, Command Center
- Research, resolve and respond to advanced advisor/client inquiries
- Assist with training new Customer Service Center Generalist for their position
- Financial Planning Firm in Fort Worth, TX
Office Manager /Sr. Executive Assistant / Lead Operations Manager
MPACT Financial Group, LLC
03.2011 - 10.2016
- Company Overview: Wealth Management Financial Planning Firm in Dallas TX
- Supported 8 financial firm partners
- Hire, train and supervise all employees
- Created and developed Operations Process for firm using Salesforce
- Promoted continuous improvement development throughout growth of the company
- Establish and maintain clients’ accounts (Brokerage / IRA accounts, Alternative Investments, Annuities, Life Insurance policies, 529 plans); compilation and completion of client, custodian, and firm paperwork; review and maintenance of clients transactions and activity
- Built and maintained relationships with outside providers and Broker Dealer from operational standpoint
- Maintain dealer agreements and ensured selling material stayed current
- Ensured all financial advisors stayed current on CE and up to date with state licenses and carrier appointments
- Wealth Management Financial Planning Firm in Dallas TX
Education
Business Administration - Purdue School of Engineering and Technology
Indiana University Purdue University Indianapolis
Indianapolis, IN01.2010
Skills
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Quality control
- Training and development
- Attention to detail
Certification
- Lean Six Sigma Yellow Belt, Fort Worth, TX, 07/01/19
- Life and Health Group Insurance License, Fort Worth, TX, 08/01/20
Continuous Improvement Workshops
- Present with Confidence, Fort Worth, TX, 10/01/19
- Accountability Builder, Fort Worth, TX, 10/01/19
- Leading with Core Values, Fort Worth, TX, 08/01/19
- Emotional Intelligence, Fort Worth, TX, 11/01/19
- Leading Change, Fort Worth, TX, 12/01/19
- Leadership is Everyone’s Business, Fort Worth, TX, 01/01/20
- Moving to Mastery EQ-i, Fort Worth, TX, 02/01/20
Timeline
Insurance Operations Specialist /Insurance Operations Associate
First Command Financial Services
11.2016 - Current
Brokerage Operations Associate/ Team Lead
First Command Financial Services
11.2016 - Current
Customer Service Center Generalist
First Command Financial Services
11.2016 - Current
Office Manager /Sr. Executive Assistant / Lead Operations Manager
MPACT Financial Group, LLC
03.2011 - 10.2016
Business Administration - Purdue School of Engineering and Technology
Indiana University Purdue University Indianapolis
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