Wanda Payne

• Daily Thank You emails
• Track new agents (send monthly report to Area Manager)
• Answered Email & Phone Inquiries
• Voicemail follow-up for area managers
• Outbound calls to agents for payments, new orders, updates, or general inquiries
• Handles Broker Admin requests such as adding new agents/offices, moving agents, correcting agent information for the RE Portal, etc.
• Handles real estate support requests such as updating orders, cancelling applications, extending sellers coverage, etc.
• Enhanced customer relationships through prompt resolution of issues or concerns related to contracts or coverage.
• Boosted client satisfaction by efficiently managing sales orders, customer inquiries, and product information requests.
• Streamlined administrative processes for improved team productivity and enhanced client experiences.
• Supported sales team with timely preparation of sales proposals, contracts, and presentations to secure new business opportunities.
• Handled sensitive client information with discretion while maintaining confidentiality at all times.
• Enhanced customer relationships through prompt resolution of issues or concerns related to orders or products.
• Prepared comprehensive sales reports for management review, assisting in informed strategic decisions regarding market trends and targets.
• Contributed to a positive work environment by collaborating effectively with colleagues across various departments in achieving shared goals.
• Provided exceptional administrative support during high-volume periods or absences of key personnel, ensuring uninterrupted workflow within the department.

• Answer inbound calls from existing and potential First American customers
• Troubleshoot inbound calls from existing customers and redirect calls to proper department as required
• Verify and update all homeowner contract information and ensure detailed documentation of customer or contact interaction
• Maintain consistent knowledge of company products, version updates, pricing, promotions and broker agreements
• Resolved customer complaints efficiently, maintaining a high level of professionalism and empathy.
• Built strong rapport with customers, establishing trust and fostering loyalty to the brand.
• Participated in training programs, applying new knowledge to enhance skills and job performance.
• Handled difficult situations calmly, utilizing conflict resolution techniques for successful outcomes.
• Maintained up-to-date knowledge of industry trends and company policies for informed customer interactions.
• Provided feedback on call scripts, leading to more efficient communication methods with customers.
• Achieved higher first-call resolution rates by listening attentively to customer concerns and addressing them promptly.
• Worked closely with supervisors during performance evaluations; implemented constructive feedback leading to personal growth.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Processed debit and credit card and electronic check payments.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.

Fund Reporting Department-
Daily responsibilities include sending out conformation forms via email, fax, or mail to brokers
and financial advisors regarding year end balances in accounts for year end audit.
Reviewed conformation forms received back from brokers and financial advisors.
Reconciling any discrepancies in year end balances received back from brokers and financial
advisors.
Created Excel spreadsheet to keep track of conformations that were sent, received, and pending.
Follow up phone calls to brokers and financial advisors to verify if they received conformation
form, had it been reviewed and when we would be able to receive conformation form back.
Ran various year in reports and prepared them for Director of Fund Reporting Department.

Fund Compliance Department-
Prepared reports and spreadsheets from graphs and translated financial data from written text.
Prepared, examined, or analyzed accounting records, financial statements, or other financial
reports to assess accuracy, completeness, and conformance to reporting and procedural
standards.
Reported to management regarding the finances for various establishments.
Established tables of accounts and assigned entries to proper accounts.
Developed, maintained, and analyzed budgets, prepared periodic reports that compared budgeted
costs to actual costs.
Analyzed business operations, trends, costs, revenues, financial commitments, and obligations, to
reflect past revenues and expenses.
Analyzed and transferred financial data from charts and graphs, using computer spreadsheets, to
illustrate technical reports.
Prepared forms, such as letterheads, receipts, withdrawal orders, transmittal papers, or transfer
confirmations, based on transaction requests from stockholders.
Filed, typed, or operated standard office machines with experienced in MS Office and PDF.

Provide telephone-based administrative training to Advisors using Genworth services as needed to communicate procedures, documentation requirements, and account processing methodologies

• Strengthened client relationships by actively listening to their needs and providing tailored financial solutions.
  • Track new account establishment and funding processes and contact Advisors when their intervention is required
  • Monitor outstanding trading exception issues
  • Work with Custodians to resolve issues for Advisors
• Monitored financial markets closely to stay informed on industry trends, ensuring accurate advice and guidance for clients.
• Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process.
• Collaborated with cross-functional teams for seamless management of high-profile accounts, resulting in improved customer satisfaction.