At Principal Financial Group, I research and resolve complex life insurance policy, transaction, and operational issues across Salesforce, mainframe, document, information, and legacy systems.
As one of two subject-matter experts for the Spectrum legacy policy system, I co-authored a complete operating manual rewrite and support specialized processing for billing, statements, grace/lapse activity, and document indexing. I also investigate correspondence errors, identify root causes, correct policy data, and produce accurate manual correspondence when needed.
Across 18 years in customer service and life insurance policy administration, I've handled complex transactions, policy rewrites, variable life work, MEC and IRS-related procedures, quality review, training, and process improvement while maintaining approximately 95–98% QA.
