Kevin Martin
Madisonville
Summary
Results-driven professional in insurance and financial services with a proven track record in new business case management and client advocacy. Expertise in process optimization and operational efficiency improvements through strategic policy changes. Strong commitment to mentoring teams and fostering diversity to enhance service delivery.
Overview
20
20
years of professional experience
Work History
Senior New Business Case Manager
Thrivent Financial
Appleton
03.2014 - Current
- Led policy changes to enhance operational efficiency and effectiveness
- Managed relationships with underwriting teams and paramedical companies to streamline processes
- Consult with Financial Professionals to provide updated illustrations and application details
- Created and refined SOPs to ensure accuracy and improve workflow efficiency
- Provided training and oversight ensuring adherence to protocol
- Led teams of 3 and 5, offering coaching and mentoring to new Case Managers
- Supported Financial Professionals from TAG 291 and expanded expertise in annuities
New Business Case Manager
Thrivent Financial
Appleton
08.2016 - 09.2022
- Managed applications through proactive case management, ensuring timely resolution and high client satisfaction
- Reviewed documentation ensuring 'In Good Order' compliance
- Served as primary liaison for Regional Field Offices, facilitating communication and collaboration to address client needs
- Proficient in multiple processing systems, including Resonant, AWD, Mainframe, APPS, and more
- Participated in Regional Yearly Kickoff Meetings with Financial Professionals, enhancing professional relationships and aligning goals
Diversity & Inclusion - Cultural Competence Facilitator
Thrivent Financial
Appleton
03.2017 - 04.2019
- Modeled inclusive leadership to drive organizational change and promote a culture of belonging
- Delivered public speaking engagements on cultural competence to raise awareness and educate diverse audiences
- Facilitated conflict resolution strategies in diverse workplace settings to foster collaboration and understanding
Customer Care Professional
Thrivent Financial - Insurance Interaction Center
03.2014 - 08.2017
- Advocated for Thrivent's mission, fostering member growth, engagement, and retention
- Achieved high Quality Assurance scores (96%+)
- Maintained proficiency across various processing systems to ensure effective service delivery
- Educated members and field staff on insurance products and services to enhance understanding and utilization
Customer Engagement Associate & Team Lead
The Charlton Group/iPacesetters
Whitewater
05.2007 - 06.2013
- Led troubleshooting and conflict resolution efforts to enhance customer satisfaction
- Managed customer subscriber calls while training new employees
- Developed new employee scripts to strengthen engagement strategies
Insurance Agent
Farmers Insurance Group
Whitewater
06.2006 - 01.2008
- Obtained property, casualty, life, and health insurance licenses to offer comprehensive coverage options.
- Operated independently, maintaining a closing rate above 95%
- Developed targeted marketing plans resulting in conversion of prospects into clients
Education
Associate of Science - Finance
Madison Area Technical College
Madison, WI05-2005
Skills
- Project management
- Financial & Insurance Expertise
- Process improvement
- Client Relations & Problem-Solving
- Leadership & Team Development
- Diversity & Inclusion Advocacy
- Professional Writing & Correspondence
Skills And Core Competencies
- Leadership & Team Development
- Business Case Management & Process Improvement
- Professional Writing & Correspondence
- Diversity & Inclusion Advocacy
- Client Relations & Problem-Solving
- Financial & Insurance Expertise
Education And Professional Development
- Individuals with Disabilities Business Resource Network, 01/01/24 - Present, Co-chair of the newly established BRN, Attended Disability Matters conference, Coordinated with individual teams within the BRN, Run team meetings, Leading multiple committees and people to achieve desired outcomes
- Leading with a Purpose, 02/01/24 - 04/30/24, Developed foundational leadership competencies, Completed strength assessment, Gained expertise in psychological safety principles
- Life Office Management Association (LOMA), 10/01/21 - 11/30/21, LOMA Level 1 Certificate, Meeting Customer Needs with Insurance and Annuities, Improving the Bottom Line: Insurance Company Operations, Underwriting Life and Health Insurance
- Madison Area Technical College, Madison, WI, 05/01/05, Associate of Science in Finance
Affiliations
Volunteer, Kiwanis Chapter President (October 2023-2024)
Timeline
Diversity & Inclusion - Cultural Competence Facilitator
Thrivent Financial
03.2017 - 04.2019
New Business Case Manager
Thrivent Financial
08.2016 - 09.2022
Senior New Business Case Manager
Thrivent Financial
03.2014 - Current
Customer Care Professional
Thrivent Financial - Insurance Interaction Center
03.2014 - 08.2017
Customer Engagement Associate & Team Lead
The Charlton Group/iPacesetters
05.2007 - 06.2013
Insurance Agent
Farmers Insurance Group
06.2006 - 01.2008
Associate of Science - Finance
Madison Area Technical College