Tracy Ginsberg
Summary
Experienced professional With over 25 years of customer and financial service experience. With an extensive background in the banking and life insurance industry, account management and problem resolution.
Overview
12
12
years of professional experience
Work History
Customer Operations Specialist
Securian Financial Group, Inc.
09.2022 - Current
- Process complex service requests for multi life Executive Benefits including but not limited to loans, income payments, index transaction changes, surrenders, ownership and beneficiary changes and more.
- Participated in bringing on a Producer Group firm with our Executive Benefits team to provide our level of service.
- Facilitate successful resolutions of policy issues or concerns through collaboration that includes our Customer Contact Center, product and report specialists as well as our outside field partners.
- Attention to detail and ability to prioritize work to maintain a high level of accuracy while maintaining our service level expectations.
- Train Executive Benefit team members on various processing standards and functions as needed.
Customer Operation Senior Representative
Securian Financial Group, Inc
05.2018 - 09.2022
- Assist with daily settlement of incoming premium payments
- Research and follow-up on failing incoming premium payments until resolution is reached.
- Process daily flex payments as well as flex pay returns for premium needed for new and active Minnesota Life policies.
- Process daily Transaction requests for both variable and non-variable policies, including monthly Gottlieb transactions.
- Responsible for portion of departments suspense difference lists, which requires problem resolution on outstanding money issues daily.
- Responsible for monthly account management and problem resolution of government PRD program settled via the mainframe system.
- Assist new employees to the department with questions and problem resolution.
Customer Service Advocate II
Securian Financial Group, Inc
03.2017 - 05.2018
- Responsible for achieving daily individual goals of taking at least 30 calls per day.
- Responsible for assisting clients and insurance advisors with their policy questions and inquiries and policy premium payments.
- Assist with on the job training for new associates to the Contact Center individual life area, mentoring and fielding questions when needed.
- Assist policy holders and agents with online access and registration
Assistant Service Manager
Cardtronics
05.2016 - 01.2017
- Daily management of 8 employees working in fast paced call center environment to achieve productivity goals and deadlines
- Accomplish customer service objectives by, hiring, training, managing, coaching, communicating and monitoring daily tasks to ensure all company policies and procedures are enforced
- Audit daily and weekly reports to confirm accuracy and customer service needs are adhered to
- Act as liaison between customers and all other areas of Cardtronics. Effectively work with different departments to resolve escalated merchant issues.
- Asses, make recommendations to, and manage team within budget. Make informed decisions and choices based upon, priority, business necessity, and bottom line impact
- Motivate team members to succeed and improve by setting goals to further their job skill set
- Present and script employee reviews on a monthly, quarterly and annual basis
- Manage employee time cards, schedules, and time off requests via ADP
Account Coordinator
Cardtronics
12.2012 - 05.2016
- Interpret and explain benefits of Cardtronics' agreements, service agreements, network compliance, government regulations, and future offers as they become available.
- Develop positive relationships with customers through proactive contact.
- Call inactive zero transactions locations to resolve any issue preventing normal ATM activity.
- Maintain accurate customer records.
- Perform bank account charges utilizing systems and software tools provided.
- Assist merchants who request online merchant reporting via websites such as CAMP and Cardtronics web.
- Investigate and resolve general inquiries and merchant earning issues.
- Perform tasks of CAMP set up, surcharge changes, bank account changes, ATM moves and other merchant account support functions as requested or assigned.
- Review, analyze, and recommend action on a weekly basis to maintain uptime within contract requirements based on Zero Trans Report for merchants within a specific region.
- Assist in Fee settlement process if applicable.
Education
Banking related courses1 month internship at local bankGeneral course in business lawDealing with difficult customers -
North Hennepin Vo-Tech - Banking
Brooklyn, MinnesotaSkills
- Client-focused
- Account management
- Team oriented
- Excellent verbal and written communication skills
- Computer proficient
- Management
- Multi task management
Affiliations
Former President of Village Creek town home association located in Brooklyn Park Minnesota 05/2006 - 05/2016 Minneapolis, Minnesota
Timeline
Customer Operations Specialist
Securian Financial Group, Inc.
09.2022 - Current
Customer Operation Senior Representative
Securian Financial Group, Inc
05.2018 - 09.2022
Customer Service Advocate II
Securian Financial Group, Inc
03.2017 - 05.2018
Assistant Service Manager
Cardtronics
05.2016 - 01.2017
Account Coordinator
Cardtronics
12.2012 - 05.2016
Banking related courses1 month internship at local bankGeneral course in business lawDealing with difficult customers -
North Hennepin Vo-Tech - Banking
Similar Profiles
Thomas KamanoThomas Kamano
Cybersecurity Analyst at Securian Financial GroupCybersecurity Analyst at Securian Financial Group
Christopher RodriguezChristopher Rodriguez
Records Management Specialist at Securian Financial/The Standard (Contract)Records Management Specialist at Securian Financial/The Standard (Contract)
Austin SchwaiAustin Schwai
Engineering Consulting Director – Technology Operational Excellence at Securian FinancialEngineering Consulting Director – Technology Operational Excellence at Securian Financial