Sheri Lyman
Barrie,Canada
Summary
Accomplished in enhancing operational efficiency and customer satisfaction, I leveraged strong leadership and CRM expertise at Mansha Plan to streamline processes and improve team performance. Skilled in financial data interpretation and insurance regulations, my approach combines persuasive communication with effective team building, significantly boosting productivity and compliance.
Overview
24
24
years of professional experience
Work History
Senior Administrator /Senior Compliance Associate
Mansha Plan
Toronto, Ontario
03.2022 - Current
- Report to the president, CEO, and COO.
- Send internal compliance documents to clients for signature.
- Client fact-find, prior to application for quoting purposes.
- Provide quotes and illustrations upon request.
- New business administration, preparing the client on their insurance experience, which includes the tele-interview process, medical process, and underwriting timelines.
- Review the incoming insurance applications (NIGO) status, and follow up with advisors and clients for missing requirements.
- Provide any information the underwriter requires to get the application approved quickly, and ensure CRM (Salesforce/Zoho) is up to date so that staff members can easily step in and continue processing the work.
- Corresponded with advisors to ensure they are kept informed of the status of their clients' application.
- Provide any information the underwriter requires to get the application approved quickly, and negotiate decisions.
- Refer to carrier websites for any new business updates before contacting the carrier to help decrease their workload, to help our cases get approved in a timely fashion.
- Work with the underwriter to ensure the client is properly approved, depending on medical health and income.
- Respond to emails and advisor/client inquiries to ensure business is properly managed within a 24-hour time period.
- Provide clients with updates on the status of an application or a policy change.
- Processing policy acceptance documents, collecting signatures to settle a policy by DocuSign.
- Pre-fill policy change documents and send them to clients for signature by DocuSign.
- Prioritize the daily case load, and multitask with time-sensitive issues as they occur.
- Attend regular team meetings to review processes and incorporate changes to better enhance daily workflow.
- Followed up to ensure the agent was paid commission properly, and investigated when there was a conflict.
- Prepared education meetings to keep them up to date on new compliance regulations and product changes within the industry.
- Produced, approved, declined, and postponed rated results reports on a monthly basis.
- Assist the advisor with membership, E&O, and licensing renewals.
- CRM implementation and training on all updates, and for new staff.
- Log all emails, notes, requirements, tasks, and compliance in Dropbox and CRM.
- Pull in-force statements and payment reminders, and send them to the client.
Commercial Account Manager
Edwards Colwill Insurance Brokers - COVID lead to business restructure
Barrie, ON
10.2019 - 05.2020
- Assisted in house brokers with various administration
- Assisted clients with non policy related questions
- Maintained current client information in CRM SIG
- Renewed, canceled, lapsed and billed policies in SIG
- Provided clients with liability slips
- Provided invoicing for renewal polices
- Provided clients with certificates of insurance thru CRM Policy Works
- Corresponded with insurance companies underwriters and case coordinators on policy changes
- Correspondence with CAFO and SNAP for finance quotes
- Provided General office duties
Financial Services Manager
Audi Barrie - Temporary Position
Innisfil, ON
04.2018 - 11.2018
- Responsible for presenting/selling warranty products, insurance and protection applications for new and used vehicles
- Licensing for all sold vehicles
- Preparing work orders for sold vehicles
- Processing and executing credit applications for financing
- Maintain customer engagement on what to expect and items needed prior to delivery
- Preparing and signing paperwork with customers prior to deliveries
- Customer service - pay out quotes, assisting customers on claims, address changes etc
- OMVIC licensed
Retail Lending Specialist
Manulife - Employment ended due to Re-Assignment of Regions
Richmond Hill, ON
07.2017 - 03.2018
- Sell and promote Manulife One, Manulife Bank Select and associated lending solutions
- Develop a consumer client base to facilitate direct sale of lending solutions
- Ensure seamless delivery to the client and ensure flow of business is directed to the appropriate servicing unit
- Act as a conduit for feedback from the field by identifying ideas for improving existing products and services and new product opportunities
- Partner with Business Development Consultant and other banking specialists to build advisor interests in Manulife Bank debt management and deposit solutions
New Business Coordinator
BMO - 4 month Temporary Position
Toronto, ON
03.2017 - 07.2017
- Process New Business applications for both Advisor and Direct to Consumer channels in an efficient manner to meet service level standards for New Business
- Issue and settle approved applications in an efficient manner to meet service and quality level standards
- Address customer services issues when presented according to established parameters, escalating as required to the Manager, New Business for resolution
- Follow established policies and procedures in the processing of New Business applications issuing and settling of policies
- Exhibit a strong sense of broker partnership and services, and carry out functions with an extremely high sense of urgency
- Receive, investigate and resolve inquiries from the field and other team members related to specific application files
- Work in tandem with Underwriting and Underwriting Support to exchange information to move cases to a decision by the underwriter
- Effectively communicate and follow up with field representatives to obtain any outstanding requirements
- Provide accurate and professional service to MGAs, advisors and policyholders by telephone, mail or e-mail including, but not limited to, the following activities
- Answering advisor inquiries to provide accurate information about BMO Life Assurance applications
- Run illustrations to validate premium calculations are correct
- Requesting information from internal departments to ensure the accurate and timely production of related information
- Performing required New Business administrative tasks simple and complex for applications
- Managing time sensitive financial transactions which requires understanding of market timing and the impact of backdating
- Understanding the impact of the movement of money within the organization as it relates to AML guidelines to meet OSFI audit requirements
- Address customer services issues when presented according to established parameters, escalating as required to the Manager, New Business for resolution
- Follow established policies and procedures in the processing of New Business applications issuing and settling of policies
Manager of Operations and Advisor Relations
Abex Private Wealth - Insurance Practice Closed
Barrie, ON
09.2015 - 05.2016
- Responsible for training and supporting staff on various CRM systems and daily office operations
- Hosted online webinars for advisor training on CRM systems across various territories
- Coordinated with InForce Technologies to implement the new CRM InForce block
- Lead advisor providing support to staff member on contracts, New Business, inforce inquiries, claims, investments and underwriting
- Provided weekly status reports on approved, pending and settled cases
Senior Account Manager/Team Leader
Hub Financial Inc
Woodbridge, ON
03.2007 - 09.2015
- Review the incoming insurance applications for Not-in-good-order (NIGO) status and follow up with advisors on missing requirements
- Managed between 285-320 new business cases from submission to commission
- Ensure WealthServe is up to date so that staff members can easily step in, and continue processing the work
- Corresponded with advisors to ensure they are kept informed of the status of their clients application
- Informed insurance carriers of the completion of medical requirements, provide any information the underwriter requires to get the application approved quickly
- Refer to carrier web sites for any new business updates before contacting the carrier to help decrease their workload to help our cases get approved in a timely fashion
- Work with the underwriter to ensure the client is properly approved depending on medical health and Income
- Identify requests and incoming mail as they occur and redirect any calls or emails to the appropriate team members so business is properly managed within a 24 hour time period
- This also includes policies, delivery and settling requirements
- Prioritize daily case load and multitask with time sensitive issues as they occur
- Attend regular team meetings to review processes and incorporate processes to better enhance daily workflow
- Followed up to ensure the agent was paid commission properly and investigated when there was a conflict
- Readily assist co-workers as required
- Managed a team of 8 team members
- Prepared education meetings to keep them up to date on new compliance regulations and product changes within the industry
- Ensured each employee stayed on task with turnaround times, and kept business compliant and regulatory
- Reassigned AGA's or brokers to an account manager that would best suit the professional needs required
- Produced, approved, declined and postponed rated results reports on a monthly basis
- Reported to the regional office manger on staff efficiencies and developed ways to improve the new business process
- Wrote annual reviews on each member of the team
Marketing Assistant / Account Manager
Wise Riddell Financial Group/Performins Insurance
Barrie, ON
01.2001 - 03.2007
- Quoting Life, CI and Disability premiums
- Assisted our client advisors with applications
- Trained advisors and assistants on how to properly utilize our distribution management system (VirtGate)
- Entered applications on VirtGate while updating the system through the progress of the application
- Followed up on Medical completion keeping the advisor informed of the status
- Trained advisors and assistants on how to use carrier software
- Corresponded with underwriters and advisors during the underwriting process seeking the best results for our clients
- Processed settling documents
Skills
- Strong customer service and persuasion skills
- Effective Organizational Abilities
- Excellent leadership and mentoring skills
- Ability to coach effectively and provide constructive feedback
- Knowledgable with insurance regulations / compliance
- Skilled in Utilizing CRM and Workflow Tools
- Proficient in System Correspondence with Underwriters
- Office Management and develoment
- Implementing process improvement and procedures
- IT resource integration, systems management
- Personable and approachable
- Database management, filing system organization
- Conflict Resolution Expertise
Timeline
Senior Administrator /Senior Compliance Associate
Mansha Plan
03.2022 - Current
Commercial Account Manager
Edwards Colwill Insurance Brokers - COVID lead to business restructure
10.2019 - 05.2020
Financial Services Manager
Audi Barrie - Temporary Position
04.2018 - 11.2018
Retail Lending Specialist
Manulife - Employment ended due to Re-Assignment of Regions
07.2017 - 03.2018
New Business Coordinator
BMO - 4 month Temporary Position
03.2017 - 07.2017
Manager of Operations and Advisor Relations
Abex Private Wealth - Insurance Practice Closed
09.2015 - 05.2016
Senior Account Manager/Team Leader
Hub Financial Inc
03.2007 - 09.2015
Marketing Assistant / Account Manager
Wise Riddell Financial Group/Performins Insurance
01.2001 - 03.2007
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