Susanna Gourlay

Experience

• 

  MassMutual

  Jan 2012 - Dec 2020

  Transaction Processor for Condunet (Xerox)

  I worked for the Active Application Image Processing (AAIP) Department under MassMutual's Document Management Services and I am responsible for protecting client insurance policies by affirming a client's personal information is not compromised in another policyholders file. My department processes requested files from MassMutual employees and properly make the clients' file is readily available for viewing online. I must abide by company turnaround times and have the work completed by MassMutual's excellent quality standards. During my 9 years, I have learned every function that aids in the successful advancement of the room including retrieving files from storage, accurate placement of files, scanning processes, and quality control. • Obtain insured customer policy from the Polaris database/warehouse• Ensure correct documents match with the current policy• Maintains client personal information• Ensure policyholders information is safe and legible • Scan policies to computer for online visual • Develop and train employees on new department procedures• Adheres to multiple turnaround times daily Show less

• 

  Empower

  Dec 2020 - now

  Proactively follow up on outstanding issues with internal functional areas as well as with external clients. Handle issues related to: contributions, loans, distributions, enrollment, payroll support, compliance, audit, reporting and general inquiries. Ensure issues are being resolved and clients are kept apprised of progress ensuring highest level of client service and satisfaction. Handle straightforward problems/issues and refers more complex issues to senior staff. Educate clients on plan provisions and functionality of plan sponsor & participant websites and EIVR. Promptly handle escalated issues. Promote self-service and education on the plan sponsor service center. Assist with coordination of various client tasks for senior staff. Show less Operate record keeping and imaging systems to perform a variety of data entry classification & verification within Cashbooks & Imaging Operations. Demonstrate accountability, agility, a dedication to be inclusive, a strong business acumen, and will show courage, even in the most difficult situations. Value strong communication skills, a passion for learning, leadership traits, resilience and self-awareness. Daily and monthly responsibilities- - Perform a variety of duties requiring job specific skills & PC skills- Follow written or verbal instructions and procedures-Consistency maintain set production & quality metrics- Apply knowledge to handle routine problems, seeking guidance with unfamiliar situations-Make decisions that impact accuracy of data, utilization of equipment, and/ or quality of output which ultimately impact cost/ revenue-Apple knowledge to handle problems independently but seek guidance in highly complex situations-Adhere to all rules, regulations and company policies Show less

  • Associate Client Service Manager

    Feb 2022 - now

  • Operational Support Specialist

    Dec 2020 - Feb 2022