Customer Service Support Technician

RICK

THOMASON

**** ** *** ****** ******, IA **023 515-***-****

***************@*****.***

EDUCATION

B.A. in History

Saint Olaf College, MN

AREAS OF EXPERTISE

Health & Life Certified

Annuity Product Knowledge

Annuity Transfer Processing

Allocation Changes

Payment Processing

Cash Control

Financial Statements

Federal Tax Laws

Year-End Tax Processing

Insurance - Personal Lines

Sales/Cross-selling/Upselling

Customer Service Relations

Training New Staff

Microsoft Office Proficiency

IT Skills & Help Desk

PERSONAL ABILITIES

Punctual and Reliable

Quick Learner

Strong Problem Solver

Ability to Prioritize Tasks

Team Player

Enthusiastic

Adaptable to Change

Cooperative

Efficient

EXPERIENCE

BENEFIT COUNSELOR

Mercer Urbandale, IA 2017 - 2019

Educate clients on available health & life benefits during open enrollment

Process claims from employees on their health reimbursement accounts

Assist participants with pension options and paperwork

INDIVIDUAL INVESTOR SPECIALIST II

Principal Financial Group Des Moines, IA 2016 - 2017

Educate clients by answering inbound phone inquiries on investments and related products

Process withdrawals, RMD’s, personal information changes, surrenders, and address changes

Assist customers and agents with death claim and rollover processing

Identify and pursue cross sale opportunities

INFORCE ANNUITY PROCESSOR

Athene West Des Moines, IA 2014 - 2016

Processed annuity customer requests for cash deposits and full surrenders

Reviewed external transfer paperwork and created manual checks

Uploaded Tax Settlement Annuity premiums to our mainframe and run reports for accounting accuracy

Served as only resource for the department on escalated transfer issues

CLIENT SERVICES SUPPORT TECHNICIAN

Sammons Financial Group West Des Moines, IA 2013 - 2014

Processed all client service support requests such as withdrawals, RMD’s, premium, personal information changes, and return mail updates

Supported Client Services Department by completing research and effective communication to internal customers

Organized print requests for customers and provide copies for imaging

Delivered reports to claims and quality control departments

ANNUITY OPERATIONS REPRESENTATIVE MetLife West Des Moines, IA 2011 - 2013

Provided first-call resolution customer service to annuity holders and agents ensuring adherence to FINRA, SEC, & Internal guidelines

Processed withdrawals, RMD’s, personal information changes, surrenders, and address changes

Explained complex rider and step-up features to customers and agents

Assisted customers and agents with death claim processing

RETENTION AGENT

Nationwide Sales Solutions Des Moines, IA 2006 - 2011

Performed outbound calls to policyholders to retain their business

Quoted personal lines products to new customers, advise them of best coverage options, and follow-up to close the sale

Obtained an in-depth understanding of sales and customer service techniques, overall processing and product updates

Achieved top 5 rating in department for cross-sales in 2008 and 2009

SCHEDULING ANALYST I

Wells Fargo Home Mortgage Urbandale, IA 2003 - 2006

Analyzed inbound call/work volumes to provide management recommendations for the full-time staffing needs

Monitored queue volumes for skill set requirements

Adjusted Team Members’ schedules for PTO and sick days

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