Shontel Thompson-Williams

• Respond to customer requests via telephone or email, providing excellent service to MetLife’s customers who have insurance or other financial service products or benefit plans and providing solutions that best match the customers’ needs.
• Research requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.
• Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.
• Enhance and strengthen the relationship between the customer and MetLife using effective communication skills, keen listening skills and empathy.
• Support special product and/or service campaigns as needed, or if solicited by the customer.
• Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer’s inquiry.
• Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and high-quality service skills.

• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Analyzed large amounts of data to find patterns of fraud and anomalies.
• Performed risk assessments to determine level of fraud risk and prioritize investigations.
• Produced detailed reports of fraud investigations and presented findings to senior management.
• Evaluated customer data to identify and prevent fraudulent activities.
• Tracked fraud cases and monitored trends to develop strategies for prevention.
• Contacted customers directly to notify of fraudulent activity and minimize impacts.

• Resolves complex customer escalations, analyzes findings from investigations, tracks and reports on support impact, investigates fraud, collaborates with SMEs, and develops DEI education strategy.

• Resolves 100s of complex customer escalations as core operations, transaction disputes, payment deferrals, and complaints with precision and efficiency while maintaining service level expectations and target timelines.

• Analyzes the findings from investigations to determine the root causes of the complaints or disputes to identify patterns, trends, or systemic issues that may be contributing to recurring problems.

• Tracking and reporting on overall support impact of technical issues and other contact drivers to prioritize top issues and drive resolution with cross-functional teams

• Investigates fraud and identity theft to report the issues to the proper channels for prompt resolutions.

• Collaborates closely with 5 Subject Matter Experts (SMEs) across the country to leverage expertise and insights for effective problem-solving and escalation management.

• Design, develop and communicate an innovative DEI education strategy to build inclusive leaders, key talent, and employees, enhancing their ability to deliver expected business outcomes cross sites.

• multitask and prioritize ongoing responsibilities with business-critical product launches and technical escalations in a fast-paced environment.

· Provides feedback to peers and leaders and review updates on quality and/or timeliness expectations.

· PEGA Upgrade testing to ensure system updates are working properly.

• Provides client service support, coaches and trains staff, creates knowledge base, analyzes client documentation, and communicates with high-profile clients.

• Front line client service support; Prepare documents for new accounts and treasury management services; Tracking of account opening, documentation, service implementation and fee collection.

• Coach, train, and develop Tellers & New Account Tellers, Order, balance and maintain vault and ATM cash.

• Create/improve Support Knowledge Base to document issues, errors, and solutions so repeated issues are resolved in a timely fashion.

• Uses multiple online systems, recording information, importing/entering data, and maintaining records using considerable knowledge of department policy and procedures

• Analyze client responses, documentation and KYC information and conduct due diligence reviews in support of detailed processes and procedures

• Communicate directly with high profile clients to perform platform walk-throughs, answer difficult and complex questions, identify and explain documentation requirements, escalate sensitive requests

• Handles data entry, repossession administration, resolves issues, mitigates risk, and prioritizes work in a dynamic environment.

• Coach, train, and develop Tellers & New Account Tellers, Order, balance and maintain vault and ATM cash.

• Create/improve Support Knowledge Base to document issues, errors, and solutions so repeated issues are resolved in a timely fashion.

• Uses multiple online systems, recording information, importing/entering data, and maintaining records using considerable knowledge of department policy and procedures

• Analyze client responses, documentation and KYC information and conduct due diligence reviews in support of detailed processes and procedures

• Communicate directly with high profile clients to perform platform walk-throughs, answer difficult and complex questions, identify and explain documentation requirements, escalate sensitive requests.

• Provides customer experience, processes reports, mitigates risk, compiles statistical reports, and meets productivity metrics.

• Process, reports, and identify trends/gaps to implement process improvement and provide feedback to management

• Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations

• Assist with compiling statistical reports and other special projects

• Consistently learn and apply operational policies and State & Federal regulations governing collection practices.

• Have structured workdays with all your calls monitored for quality and accuracy; demonstrate strong organizational and time management skills, to achieve department productivity metrics • Complete other duties as assigned by leadership

• Trains staff, manages daily work, develops team members, collaborates with internal departments, and evaluates performance.

• Quality control review experience

• Works closely with internal departments such as Training, Marketing, and Operations to roll out new initiatives, programs, products, systems, automation enhancements, sales techniques, brand, destinations, etc.

• Ability to provide complete step by step troubleshooting instructions both verbally and in writing

• Evaluates individual and team performance through quality control measurements including call observations, complaints, compliments and customer experience feedback.

• Makes outbound retention calls, resolves technical issues, manages open issues, answers customer questions, and mitigates risk.

• Work in a fast-paced call center environment to make outbound retention calls to existing customers who have recently obtained and/or upgraded services on their account

• Collaborate with downstream teams to resolve technical issues

• Prioritize and manage several open issues at one time, while quickly determining if issues are more complex and need to be escalated to next tier

• Prioritize and manage several open issues at one time, while quickly determining if issues are more complex and need to be escalated to next tier

• Answer questions regarding billing, how a particular product works, what type of support is available, and so on

• Agents required to have the ability to negotiate, influence and collaborate to build successful relationships

• Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations

• Refers more complex issues to a higher management

• Customer service focus with the ability to listen to customer needs and recommend solutions.