Michele Jantzi
Kitchener,Canada
Summary
Results-oriented professional with over 30 years of experience in Financial Services, specializing in relationship building and client service excellence. Proven analytical and problem-solving skills, complemented by strong organizational abilities. Recognized as a Subject Matter Expert (SME) in Group Retirement Savings roles, delivering impactful solutions and insights.
Overview
39
39
years of professional experience
Work History
Senior Client Service Administrator – Group Retirement Savings, National Accounts
Sun Life Financial
Waterloo, Canada
04.2017 - 11.2024
- Handle day to day administration of a block of business with various GRS products for our National Clients.
- Analyze and process transactions related to control accounts daily to ensure they are current and accurate.
- Verify daily output and ensure corrections are completed on member accounts (profit and loss).
- Ensure all issues and complaints are escalated to management and are logged and acted on within 24 hours.
- Identify trends and patterns on inquires and transactions to help optimize client efficiencies.
- Share client feedback or other issues with management to improve processes and the relationship with the client.
- Track accurately all assigned work in the current management systems.
- Participate actively in team meetings and client meetings.
- Government reporting
Contract and Quality Assurance Analyst – Group Retirement Savings, Conversion Transition, Client Experience
Manulife Financial
Kitchener, Canada
11.2015 - 12.2016
- Perform quality control of plan set up for a team of processors to ensure procedures are followed accurately.
- Occasional Plan set up of Investment Only and Individual Pension Plans transitioning from Standard to Manulife.
- During Conversion down time, I supported various functions for GRS Plan Design that include the database, escalations, corrections to Plan set up, amendments to the Plan(s) and projects.
Training and Development Specialist – Group Retirement Savings, Contact Centre Training, Customer Experience
Manulife Financial
Kitchener, Canada
08.2014 - 11.2015
- Plan, analyze, develop, deliver and support learner-centric training programs for the GRS Plan Administrator Call Centre, and multiple audiences, at different locations.
- Create/maintain training curriculum and materials.
- Develop/support development of on-line recorded and eLearning modules.
- Identify development opportunities and training gaps through formal needs analysis and measurement and evaluation strategies for the Customer Service Professionals.
- Provide feedback to learners and leaders and track and report training data.
- Assist with coaching, phone coverage and quality assurance duties as needed.
- Audit both Plan Administrator and Member Call Centre calls and emails as needed using Verint.
- Complete updates of Documentation alongside our Process Design Team.
Senior Plan Installation Administrator, Group Retirement Savings - Plan Design (Plan Set up)
Manulife Financial
Kitchener, Canada
09.2010 - 08.2014
- System updates and process documentation for all GRS products through Amendment request to plans.
- Update investment platforms for Plan Sponsor’s group retirement savings products.
- Gatekeeping of workflow for the Team.
- Maintain the Plan Design Database.
- Complete escalations requested by Management and research items for Plan Design.
- Provide additional on-the-job support to team members and management.
- Maintain up to date knowledge of all Group Retirement Savings products and all government legislation.
- Complete quarterly system health checks and Beta Testing coordinated by IS Support.
Senior Client Service Representative, Group Retirement Savings - Plan Sponsor Services
Manulife Financial
Kitchener, Canada
07.2008 - 09.2010
- Provide quality service to Plan Sponsors by handling telephone and email inquiries, with regards to Group Retirement Savings Plans.
- Recognize and devote special attention to endangered/pampered cases.
- Contribute to work systems improvement of the department by identifying barriers and providing input to solutions
- Resolve customer issues by performing research, which may include reconciliation of client accounts.
Client Services Administrator, GRS Administration, Plan Sponsor Services
Manulife Financial
Kitchener, Canada
12.2007 - 07.2008
- Handling transaction processing for group retirement products with high efficiency and accuracy.
- Respond in a timely matter to inquiries via telephone and in writing.
- Resolving issues quickly, being proactive with what the client may want or need.
- Responsible for sorting incoming requests to be distributed to staff.
Marketing Associate
Freedom 55 Financial/London Life
Kitchener, Canada
09.2006 - 12.2007
- Provide support in building the advisor’s business by managing the administrative and operations and assist in establishing and implementing the client grouping strategy.
- Identified sales opportunities when interacting with existing clients and handle logistics relating to specified marketing activities including mailings, follow-up phone calls, location bookings, invitations, handouts, presentations, budget tracking, ordering equipment, follow-up, etc.
- Independently help clients and handling client concerns and complaints.
Individual Wealth -Savings and RRIF: Custom Service Representative
SunLife Financial
Waterloo, Canada
01.2004 - 01.2006
- Process all requests for RRIF's,GIC and AA, including payouts, PAC changes and cancellations of contracts, investment directions, death claims , etc..
- Daily contact with Advisors and Branch Office Staff by emails and phone.
Branch Service Officer (Level 2): Data Entry
TD Canada Trust
Kitchener, Canada
01.2001 - 01.2003
- Provide a high level of service in accordance with service standards.
- Ensure timely completion of work volumes on a daily basis and contribute to the success of the team by willingly assisting others in the performance and completion of assigned duties.
Funds Transfer: Support Clerk
Mutual Life (Sun Life Financial)
Waterloo, Canada
01.1991 - 12.1991
- Update the tracking system doing external and internal transfers.
- Using Inter-office systems, establish letters and memos.
- Maintain contact with Branch Office staff, proving the ability to work under pressure during busy RRSP season.
Individual Research: Administrative Assistant
Mutual Life (Sun Life Financial)
Waterloo, Canada
01.1990 - 01.1991
- Demonstrate excellent communication skills by phone, email, scheduled meetings and demonstrated flexibility.
- Involved in budget and project work.
Individual Loan Administration: Loan Clerk
Mutual Life (Sun Life Financial)
Waterloo, Canada
01.1990 - 12.1990
- Provide quotes and process early repayments by phone and email and established new RRSP loans, audits and accounting on various systems.
- Brought on to team from department's inception and asked to write procedure manual.
Commission Administration: Senior Commission Clerk
Mutual Life (Sun Life Financial)
Waterloo, Canada
01.1988 - 01.1990
- Calculate and code commission adjustments for policy changes and staff enhanced policy rates, investigate system messages and answered inquiries.
- One of two employees asked to head up a project for automation and to write the procedure manual.
Mail Services: Senior Mail Clerk
Mutual Life (Sun Life Financial)
Waterloo, Canada
01.1986 - 01.1988
- Deliver confidential mail, handle large mailing orders, courier mail and postage.
- I had been promoted to a training position after 6 months following my proven competency and leadership qualities.
Education
Graduated with Honours - English and Business
Forest Heights C.I.
Kitchener, ONSkills
- Client service
- Analytical thinking
- Problem solving
- Organizational abilities
- Subject matter expertise
Timeline
Senior Client Service Administrator – Group Retirement Savings, National Accounts
Sun Life Financial
04.2017 - 11.2024
Contract and Quality Assurance Analyst – Group Retirement Savings, Conversion Transition, Client Experience
Manulife Financial
11.2015 - 12.2016
Training and Development Specialist – Group Retirement Savings, Contact Centre Training, Customer Experience
Manulife Financial
08.2014 - 11.2015
Senior Plan Installation Administrator, Group Retirement Savings - Plan Design (Plan Set up)
Manulife Financial
09.2010 - 08.2014
Senior Client Service Representative, Group Retirement Savings - Plan Sponsor Services
Manulife Financial
07.2008 - 09.2010
Client Services Administrator, GRS Administration, Plan Sponsor Services
Manulife Financial
12.2007 - 07.2008
Marketing Associate
Freedom 55 Financial/London Life
09.2006 - 12.2007
Individual Wealth -Savings and RRIF: Custom Service Representative
SunLife Financial
01.2004 - 01.2006
Branch Service Officer (Level 2): Data Entry
TD Canada Trust
01.2001 - 01.2003
Funds Transfer: Support Clerk
Mutual Life (Sun Life Financial)
01.1991 - 12.1991
Individual Research: Administrative Assistant
Mutual Life (Sun Life Financial)
01.1990 - 01.1991
Individual Loan Administration: Loan Clerk
Mutual Life (Sun Life Financial)
01.1990 - 12.1990
Commission Administration: Senior Commission Clerk
Mutual Life (Sun Life Financial)
01.1988 - 01.1990
Mail Services: Senior Mail Clerk
Mutual Life (Sun Life Financial)
01.1986 - 01.1988
Graduated with Honours - English and Business
Forest Heights C.I.