Jennifer has led a 21-year career at Pacific Life. Today, she is Director of Pensions Customer Experience with a passion for supporting customers with a product that guarantees its participants financial security in retirement.
My entire career at Pacific Life has been with our Institutional products. I started out in contract administration. Then I applied for an opportunity to work on the Retirement Annuities products and have been with this product for over 15 years. I have worked on all aspects of these products from writing contracts, pricing the cases, working with the data to upload to our system, answering participant phone calls, quoting on the cases, and relationship management with our clients.
Now I work on the sales side and this product is something that I’m passionate about because we provide plan participants with their pension payments and guaranteed lifetime income for financial security in retirement.
I oversee a great and talented sales team. We work well together to provide excellent customer service to our clients. We know that a positive customer experience will bring sales.
A typical day consists of a lot of meetings. We are working on several initiatives to enhance the client experience through digital transformation and client feedback. We are also using data-driven insights to enhance our sales approach and reach our target market. In addition, we are working on rethinking and enhancing internal processes to be more efficient and automated to eliminate redundancies and manual workflows.
The culture at Pacific Life supports career growth and development by providing opportunities to create goals for personal and professional development. This collaborative and innovative approach allows me to work on projects and initiatives that I’m interested in and will help my team and department reach our goals.
Also, being able to network and meet others within Pacific Life through volunteer events and cross department projects has been great for growth and development.