Shamyia Williamson, MBA

• Work closely with leadership and sales to build a tailored agreement between FIG and a new firm/agent
• The point of contact for financial and setup questions from both the financial and internal departments at FIG
• Play an active role in the onboarding experience of new financial professionals and firms to FIG
• Enter, update, and maintain all necessary data in the FIG CRM system, which includes electronic document processing
• Work with financial professionals directly, our insurance carrier partners, internal FIG Sales, and Operations teams to satisfy missing requirements for completed contracts
• Process advisor contracts for all lines of business - Annuity, Life, and Long-Term Care (LTC)
• Thoroughly review contracts for accuracy and completion
• Schedule and perform follow-up calls to insurance carriers to gain timely appointment approvals for all advisors
• Regularly correspond with insurance carriers to ensure all licensing forms are up to date and accessible to FIG internal staff
• Handles sensitive and confidential client and business matters and assists with special projects
• Learned, understood, and followed firm operational and compliance procedures
• Accurately and efficiently completed several types of account paperwork including assisting agents with applying to numerous carriers to sell their products
• Maintains appropriate files and other pertinent information for regulatory compliance and operational purposes
• Appropriately handle one-off advisor and client requests
• Produces grammatically correct, accurate, and complete correspondence
• Speaks directly with agents on the telephone/via email; answering or directing inquiries
• Demonstrates the organization's core values, exuding behavior that is aligned with the firm's culture.
• Streamlined contract processing for annuity, life, and LTC products, ensuring accuracy and timely carrier approvals, while maintaining regulatory compliance.
• Partnered with leadership and sales to craft tailored agreements for new firms, serving as primary contact for financial and setup inquiries.
• Managed CRM data entry and maintenance, including electronic document processing, to support efficient onboarding of financial professionals.
• Facilitated smooth onboarding experiences for new financial professionals, addressing their needs and resolving complex issues promptly.
• Improved operational efficiency by coordinating with carriers, internal teams, and advisors to satisfy contract requirements and expedite appointment approvals.

• Answer incoming telephone calls regarding customers' new and existing accounts, placing outbound calls as needed to ensure resolution
• Respond appropriately to customers inquires, concerns, and requests regarding their utility services
• Worked with customers with delinquent, written off accounts to develop repayment plans
• Assisted customers with reconciliations of their monthly payments when out of balance or misapplied
• Selected to collaborate on the IVR Functional Upgrade Team
• Assisted with training new hire employees
• Filled in for Cashiers and Customer Service Representatives as needed in the Payment Center processing payments and assisting customers
• Possess thorough knowledge of policies and procedures
• Exceptional attention to detail and accuracy.
• Met and exceeded PWC metrics and goals set for Customer Service Representatives on a regular basis.
• Managed high-volume customer inquiries, resolving complex account issues and developing repayment plans for delinquent accounts, enhancing customer satisfaction.
• Contributed to IVR Functional Upgrade Team, streamlining customer service processes and improving overall efficiency of the department.
• Mentored new hires and filled diverse roles in Payment Center, showcasing adaptability and comprehensive knowledge of company procedures.
• Consistently exceeded performance metrics, demonstrating exceptional attention to detail and accuracy in account reconciliations and payment processing.
• Selected for PWC's Succession Development Program, recognizing potential for leadership and long-term contribution to organizational growth after 6 months of tenure.
• Streamlined customer service processes, resolving complex account issues and developing tailored repayment plans, significantly enhancing customer satisfaction rates.

• Successfully assisted in managing a 16 member team.

Ensured quality assurance by listening to live calls of representatives, leading team meetings, and staying abreast of changes within company policies.

• Resolved customer concerns on escalated calls by identifying needs, quickly gaining trust, and resolving problems to maximize efficiency.

• Led team of 16, driving quality assurance through call monitoring and policy updates. Resolved escalated customer issues, maximizing efficiency and satisfaction.

• Fostered team cohesion through regular meetings, ensuring alignment with company policies. Developed trust-building techniques for swift conflict resolution.

• Implemented new call monitoring strategies, enhancing team performance and customer experience. Pioneered approach to swiftly address complex customer concerns.

• Analyzed call data to identify trends, informing policy updates and training needs. Developed metrics to track team efficiency and customer satisfaction levels.

• Mentored team members, facilitating professional growth and improved performance. Created supportive environment for addressing challenging customer interactions