Peggy Straight

Ogden, IA 515-***-**** aduebu@r.postjobfree.com

Summary

Highly skilled professional with five years in banking. seven years in human services, and two years of leadership experience. Highly skilled within customer experience maintaining a sense of professionalism while defusing conflict and resolving customer concerns. Leader amongst peers to ensure that departmental concerns were brought to leadership to alleviate concerns with compliance and risk management. Consistently volunteer to take on high stress projects with stringent deadlines completing with high quality work on time. Highly skilled with home lending, annuities, life insurance, payment processing, health insurance, death benefits, and human services.

Experience

Processing Specialist Athene July 2022 present

• Evaluated and processed files for people who are wanting annuities, purchasing annuities with the goal of determining eligibility to purchase an annuity

• Leveraged procedures to approve or deny annuity purchases

• Partner with internal departments to prioritize approved annuity purchase

• Collaborated with compliance in a partnership for any questions or clarity daily by completing a compliance form in the documents sent

• Engaged clients over 75 to ensure compliance with Elder and Vulnerable Adults Financial Exploitation (EVFE) and ensure all purchases from that population are prioritized to prevent exploitation

Home Lending Loan Specialist Wells Fargo October 2016 February 2021

• Processed and decisioned FHA short sale applications

• Championed risk management with a thorough knowledge and understanding of federal regulations and company policies

• Negotiated purchase price and closing fees with attorney and agents

• Verified documentation for accuracy and completeness per investor guidelines and credit policy

• Cultivated internal and external relationships with clients, regulators, and agencies through email and phone communication

• Collaborated with loan documentation to ensure accurate loan integrity

• Managed pipeline of assigned loans to ensure each loan is processed in the required timeline

• Mentored and coached new team members to ensure accurate processing and excellent onboarding

• Deescalated upset customers through use of consistent communication, and ensuring the customer’s priorities were heard, and properly handled Senior Customer Service Representative Athene April 2007 January 2016

• Received and processed requests from agents, policy owners, and third parties

• Delivered exceptional customer experience through review documents and ensured appropriate responses to questions through exceptional knowledge of products and services offered

• Processed transactions such as address changes, beneficiary, and ownership changes

• Corresponded with customers through verbal and written methods

• Research complex policies and interpreted for customers and less senior levels

• Pioneered the merger project when Athene purchased Aviva. as able to successfully transition all in the pipeline to make sure everything was processed; finished all in house application and any backlog for death benefits

Team Leader Maximus November 2000 April 2007

• Acted as a lead to approximately 15 people

• Championed team success through answering questions, mentoring, and guidance of all team members

• Executed successful inbound client calls and supervisor calls for clients· Delivered initial and ongoing training for all new hires

• Screened and interviewed new applicants and supported company goals, by completing the hiring process from start to finish

• Maintained high call volume, supporting all client needs and ensuring compliance· Processed information for establishment and enforcement of child support· Handled threats and de escalated interactions with upset clients

• Identified problems and implemented appropriate action Education

Associate of Science in Human Services DMACC

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