SUSAN SNUTTJER
Summary
Accomplished customer service leader with 10 years' experience managing diverse groups, creating dynamic work teams while supporting strong working relationships with internal customers. Demonstrated ability to coordinate multiple projects and achieve superior results that benefit the business organization. Recognized as an outgoing people-person, a skillful motivator with a “can-do” attitude, and an attentive listener.
Overview
10
10
years of professional experience
Work History
QA Monitoring Advanced Specialist
ATHENE ANNUITY & LIFE ASSURANCE COMPANY
02.2023 - Current
- Continued QA Monitoring Specialists Duties with increased tasks below
- Create/Update PIP Procedures with QA team & PIP Content Developer
- Lead person for the QA Team
- Conducted/Attended multiple training sessions for new work lists to the floor
- Trained New Business team during hybrid program and reviewed processor's work
- Facilitated Athene at Work source system & beneficiary training
- Continued to train and motivate the AAW team once they moved onto the floor
- Scheduled Athene at Work Meet and Greet lunch with Ambassadors & Buddies
- Point liaison for PIP for all Custodian and/or Channelization Contracts
- Send updates for all FI Procedure Changes to the floor
- Collaborated with BRM's for Wells Fargo, UBS, Raymond James & Chase escalations
- Reviewed QA the QA work items conducted by QA Team Members
- Assist Leadership team members with questions and escalations
- Support QA Team Members with questions and continued on-boarding training
- Lead QA Team Meetings & Support Staff Meetings
- Work with QA Apprentices and QA Academy candidates
- Participated with Adopt A Family
- Helped the Claims team with backlog work.
QA Monitoring Specialist
ATHENE ANNUITY & LIFE ASSURANCE COMPANY
08.2016 - 02.2023
- Conduct Quality Work Item Reviews for contracts processed by Financial and Non-Financial team members while supplying positive coaching feedback
- Complete Work Item Reviews for team members accurately and promptly
- Assisted with new hire training classes & reviewed 100% of work items processed
- Recognize team member(s) knowledge gaps and offer necessary training/coaching
- Update procedures for all PIP work lists
- Support efforts to lead team members through procedural changes
- Effectively uses and implements coaching/feedback to enhance individual performance
- Assisted Claims department during high volume time
- Lead for Wells Fargo requests
- Engagement Committee Leader
- Post Issue ATH Award Organizer.
Post Issue Processing Representative
ATHENE ANNUITY & LIFE ASSURANCE COMPANY
05.2014 - 08.2016
- Provide excellent customer service for existing customers by completing requests for agents, policy owners, internal customers and third parties in an efficient and accurate manner
- Process transactions on Financial and Non-Financial Post Issue Processing teams
- Maintained quality scores of 100% on sixty-seven out of seventy-two quality reviews
- Perform detailed review of product specimens, contract files and activity on Athene's administration systems to draft detailed written correspondence in response to inquiries from Contract Owners and/or Agents.
Education
BS - Business Management
Loras College
Training And Development
- Train the Trainer
- Various Athene eLearn Courses
Timeline
QA Monitoring Advanced Specialist
ATHENE ANNUITY & LIFE ASSURANCE COMPANY
02.2023 - Current
QA Monitoring Specialist
ATHENE ANNUITY & LIFE ASSURANCE COMPANY
08.2016 - 02.2023
Post Issue Processing Representative
ATHENE ANNUITY & LIFE ASSURANCE COMPANY
05.2014 - 08.2016
BS - Business Management
Loras College
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