Travis Downs

• Charter member of a 7 person team tasked with the clean-up effort of large corporate annuity contracts to ensure data accuracy, eliminate payment risk, and cultivate relationships with external contract holders • Developed and documented the improvement of existing and new processes as well as a metrics system to monitor the team’s progress and formalize the team’s ongoing procedures • Facilitated collaboration between business units to leverage internal resources to develop solutions to complex contractual, legal, and compliance issues • Responsible for submitting monthly wire payments, analyzing the corresponding remittance reports, and resolving any variances • Researched and resolved delicate sales and operations issues to maintain key sales relationships, mitigate potential conflict, and ultimately enhance brand loyalty • Utilized product and regulation knowledge in combination with creative and critical thought to find “outside the box” solutions that were amendable to both the client and the company • Identified and reported trending service issues to their departments of origin to improve processes and communication that ensured compliant and uniform procedures

• Selected as one of four Case Managers focused on building and maintaining one-on-one relationships with both fixed and variable annuity producers by prioritizing expedited and accountable service from a single individual throughout the entire transaction lifecycle • Trained other Case Managers on business requirements as well as techniques to offer effective service and maintain positive customer relationships

• Applied detailed knowledge of industry regulations and company processes to mentor team members and to serve as a key source of information for other departments • Provided articles and editing for the quarterly newsletter “The Signature”