Marnellie Torres

• Nurtured strong working relationships with clients, ensuring their needs with their Life Insurance policy were met while exceeding expectations on deliverables.
• Mentored junior analysts, fostering professional development while enhancing overall team performance.
• Responds to customers via call or email through insight with regards to their policy
• Responsible for conducting and analyzing detractor analysis to identify areas of improvement and develop strategies for enhancing customer satisfaction

• Assist supervisor in driving team performance and help out lead in reporting team's metrics

• Resolve escalation received in email and phone in an efficient and courteous demeanor

• Thoroughly explain retirement, annuity, insurance and it's rider to clients and brokers

•In charge of processing investment allocations, withdrawals, pre-authorized checking and all non-financial requests.

• Maintained detailed documentation for each processed claim, allowing for easy retrieval during audits or reviews.
• Managed high-volume caseloads of accidental, health and travel claims, ensuring timely and accurate completion of claims processing tasks.
• Assess and handle complicated claims, issues, complaints including liaison with investigators, hospitals, doctors, airlines and other internal/external parties
• Implementing management strategies for claims and ensuring proper claim settlements in accordance with policy conditions and company guidelines