1. Memorandum
TO: Service Center
FROM: New Business Management
DATE: November 3, 2015
SUBJECT: New Business Promotions
The New Business Management Team is pleased to announce the following promotions for
Adam Cottrell, Briana Bennett, CJ Frazier, Doreen Chang, Gina Cordova, Jessica Fontil,
Jose Sanchez, Heather Houchin, Leah Perkins, Magali Hernandez, Ross Hamilton,
Sammy Merchant, Coleton Hutchins, Dylan Sharpe, Felicia Jackson, Coy Gary, Karen
Wilkening and Maria Harrison. They have an outstanding work ethic, along with a commitment
and willingness to go the extra mile. They each have a demonstrated a comprehensive
understanding of New Business process and procedures, Company products and features and
have consistently exceeded department expectations for both quality and productivity. They
have demonstrated sound judgment and flexibility in meeting the changing needs of the
business and our customers. They exemplify traits that will assist us in our goal of creating a
World Class Service Department.
Adam Cottrell has been promoted to Financial Services Associate II. Adam joined AIG on
July 14, 2014 as an associate for the New Business Department. He began as a NB core
processor and has since learned electronic uploads, cash processing and has also been trained
on incoming wires while consistently meeting and at times exceeding the quality and productivity
expectation for his tenure. The wire process requires that our associate maintain open and
constant communication with both internal and external customers alike. Adam is professional,
timely in his responses, courteous and listens to the client asking key questions in order to pro-
actively identify any potential problems. His commitment to the success of the team is
demonstrated in his daily work behaviors which makes him a valued asset to the department.
Briana Bennett has been promoted to Financial Services Associate II. Briana began her
career with the AIG Annuity Service Center on March 05, 2012 in the Licensing Department
where she successfully assisted with a number of projects and utilized her creativity and
initiative to provide the team with a NAIC state quick reference sheet that is still used today.
On August 19, 2013 Briana transferred to the New Business Department. Her drive and
motivation has allowed her to become an integral member of our Index Annuity Team within
New Business since the product launch. Briana has significantly contributed to and provided
valuable suggestions for process and procedure improvements for the IA Team. Her error ratio

2. of less than 3% for quality and productivity above 100% have attributed to her success and the
success of the IA Team.
CJ Frazier has been promoted to Financial Service Associate II. C J started her career with
AIG in March of 2008 in the Document Control Department where she learned to review
paperwork from various companies. This experience/knowledge enabled a successful transition
into the Fixed New Business team in August of 2009, where she became one of the top creators
with a 2% or less error ratio. In August of 2012, CJ joined the RIS Policy Assembly Team. She
quickly learned the Policy Assembly process and her error ratio was 2.5% and her production
level was above the team average. She took the initiative to step in when the team lead left and
learned the complete 1035 process and all reports to assist management on both Policy
Assembly and 1035 processes. C J has also been trained to pull and audit the recorded 1035
calls for accuracy and works closely with the SRM team for all escalated issues for Policy
Assembly and 1035 function.
Doreen Chang has been promoted to Financial Services Associate II. Doreen began her
career with the AIG Annuity Service Center on May 06, 2013 in the New Business Department
where she quickly learned the entire NB core process which include application entry, upload
processing and check apply She has continually demonstrated a strong determination to
understand the department processes and procedures resulting in a quality score of 3.2%.
Because of these qualities, Doreen was transitioned to the newly formed Index Annuity team.
Doreen consistently portrays willingness to assist her teammates, welcomes all learning
opportunities and displays an enthusiastic and cooperative demeanor.
Gina Cordova has been promoted to Financial Services Associate II. Gina began her
career with AIG Annuity Service Center on November 11, 2013 with the RIS New Business
team in Amarillo. From the beginning, she took on the challenges of helping to motivate a newly
formed team and excelled in meeting the quality and productivity goals. These qualities were
the reason why she was chosen to go to Woodland Hills to see firsthand how our New Business
model is run. While training in Woodland Hills she was shown New York and One Screen check
apply processing. With the knowledge that Gina has gained she was able to streamline the ODF
process which resulted in transfer paperwork being sent out in a timelier manner to the
surrender companies. She is one who others turn to for help and has succeeded in bringing the
New Business model to Amarillo.
Heather Houchin has been promoted to Financial Services Associate II. In June 2013 she
worked for the AIG family as a temporary associate and after showing her determination and
proficiency to learn quickly she was hired full time in September 2013. She learned to assemble
Variable contracts, became proficient in working daily reports based off written communications
from other departments with a 2% error ratio. Heather was transitioned to the 1035 team where
she quickly met the production goal of clearing 60 policies per day accurately with a 2% error
ratio. Heather is responsible for training new hires on the 1035 process and this past year
developed a tracking method for all returned policy contracts and works directly with the writing
agent’s to ensure returned contracts are delivered timely.

3. Jessica Fontil has been promoted to Financial Services Associate II. Jessica began her
career with the AIG Annuity Service Center on May 28, 2014 in the New Business Department.
She quickly demonstrated her aptitude for understanding the New Business processes and
procedures. Due to this and her immediate high quality scores of 1.83% she was asked to join
the Index Annuity team. Her transition on to the team was seamless and she continued to
maintain her attention to detail and high quality of work. Shortly thereafter, she was trained on
the procedure of one screen check apply and has successfully learned this process. Jessica
has demonstrated that she is and will continue to be a vital member of the New Business team.
Jose Sanchez has been promoted to Financial Services Associate II. Jose began his
career with the AIG Annuity Service Center on July 14, 2014 in the New Business Department.
He effectively learned and understood the New Business processes which resulted in him
having a quality score of 3.4%. Due to his ability to grasp the department procedures and his
attention to detail he was added to the team processing Reg 60/New York policies and the
closing team. Jose demonstrates dependability, a commitment to processing high quality work
and an eagerness to continue to grow within the department.
Leah Perkins has been promoted to Financial Services Associate II. In June 2013 she
worked for the AIG family as a temporary associate and after showing her ability to learn quickly
and drive for success she was hired full time in September 2013. She learned to assemble the
Variable contracts and work all the reports associated with her position. Because of her ability to
learn quickly and work accurately with a 2% error ratio, Leah was assigned the task to learn
everything about the Index products for the Policy Assembly team and has become the SME for
this product. Leah is also the head trainer for all new employees coming to the Policy Assembly
team.
Magali Hernandez has been promoted to Financial Services Associate II. Magali began her
career with the AIG Annuity Service Center on October 09, 2013 in the New Business
Department. She demonstrated her ability early on by quickly learning and understanding how
the department functions. Due to her motivation and eagerness to learn she was immediately
given the opportunity to work on the Index Annuity Team. She has displayed commitment to
continually producing high quality work as portrayed by her quality score of 2%. Her attention to
details and sound analytical thinking has led to her success on the team.
Ross Hamilton has been promoted to Financial Services Associate II. Ross began his
career with AIG on May 6, 2013 on the Policy Assembly team. While there, he assembled
contracts and because of his attention to detail he quickly transitioned from assembling to
quality review of contracts where his error ratio was 1%. To expand his knowledge he
transitioned over to the 1035 department where he maintained a 2% error ratio and completed
his assigned calls daily and still managed to assist with Policy Assembly tasks September of
2014, Ross transitioned from the 1035/Policy Assembly team to New Business His knowledge
of the Policy Assembly and 1035 departments helped him to quickly adapt to NB core process
which is evidenced by his current error ratio of 3%. Additional responsibilities include managing
the AMA NB ODF mailbox and reconciling all ODF’s from DMC. Ross has shown great work
ethic, takes pride in his work and is an asset to the team.

4. Sammy Merchant has been promoted to Financial Services Associate II. “Sammy” became a part of
the New Business Team in June of 2014 where she quickly learned the entire NB core process which
includes application entry, upload processing and check apply. Beyond demonstrating strong
organizational and communication skills, Sammy has brought a strong work ethic along with a good
grasp of the New Business process as evidenced by her current error ratio of 3%. She is currently being
groomed for additional functions outside and beyond our core functions in an effort to continue her
growth and further assist the team. Sammy is flexible, takes pride and ownership in the work she
produces and delivers excellent customer service to all of our internal and external clients.
Coleton Hutchins has been promoted to Financial Services Associate Level III. Coleton
joined the New Business Team in June of 2014 and has been eager to learn new assignments
since his start date. Because of his exemplary work behaviors, communication and prioritization
skills, he was promoted to FSA II in July 2014. Coleton is one of the department’s most efficient
processors, consistently at the top of productivity standards, sending over 300 policies to
issuance in the month of September 2014. He consistently strives to exceed the quality
expectation and of recent has hit consistently a 2% error ratio. He has been tasked with
increased responsibilities which include work distribution for the department, NY processing,
Reinstatements and Internal Transfers as well as reviewing and handling department evening
reports; all this while taking 9 self-paced LOMA classes. Coleton has separated himself from his
peers as a leader and a go-to person which is evident by his participation in team meetings and
the emails he sends out to the department.. Coleton is responsible, diligent, well respected,
strives for excellence and can be relied upon to always go above and beyond expectations.
Dylan Sharpe has been promoted to Financial Services Associate Level III – Dylan began
his career with New Business in April 2013. After grasping NB core processes, he was
promoted to FSA II in July of 2014 due to his flexibility and dedication to the department. Dylan
handles many specialized functions all while meeting and exceeding the department’s quality
standards, hitting a 1% error ratio. He is one of the primary wire processors and is trained to
handle New York policies which require adherence to a specific set of state regulations. Of
recent, he has been up-trained on Decedent processing which has several handoffs with
different departments and requires continual follow up to ensure proper issuance which only a
select few associates handle. He is part of the closing crew and handles the review of
department evening reports. His positive attitude and his willingness to assist his pod-mates
make him an asset to the team. Dylan provides the highest level of customer service is
consistent, dependable and is eager to take on new assignments.
Felicia Jackson has been promoted to Financial Services Associate Level III. Felicia’s
career started in November, 2011 as a member of the Compensation Department. She
exceeded in both quality and productivity standards and was transferred to the Licensing Team
where she assisted with various agent appointment and termination projects. Felicia later
moved to New Business in April 2013 where she hit the ground running. Due to her flexibility,
organizational skills and admirable adaption to change, she was promoted to FSA II in October
2013. During her tenure in New Business she was responsible for several specialized functions
because of her ability to multi-task and efficiently handles priority items. These responsibilities
included New York processing, as well as the primary One Touch distributor which required her
to reconcile a work queue and assign out escalated items to the department several times each
day. Felicia was also a member of the Chase team, which is a highly visible and unique team

5. with several very distinct processes that require special daily reporting. Of recent, she has
moved on to the Selling Agreements Team where she is quickly learning new functions and
procedures. Felicia is flexible, takes pride and ownership in the work she produces and is a
strong and reliable member of the department.
Coy Gary has been promoted to Financial Services Associate IV. Coy began his career with
SunAmerica in September of 2005 as an associate for the New Business Team. He was
promoted to FSA II in August of 2011 and again to FSA III in September 2012 due to his
exemplary customer service skills and ability to handle multiple expedited requests quickly and
with accuracy. During his tenure in New Business, Coy has been given roles with increasing
responsibilities including the specialized functions of 5 day rule, Orphan Check and BPR
processing. He is able to switch gears at a moment’s notice all while meeting and exceeding the
department quality standards- hitting a 1% error ratio serval times throughout this year. His vast
knowledge of New Business team is why he was chosen to go to Amarillo to train our Amarillo
peers. Coy is a resource to his peers and displays enthusiasm in his day to day approach to
work and teammates which make him an integral and esteemed part of the department.
Karen Wilkening has been promoted to Financial Services Associate IV. Karen became
part of the New Business Team on November 28, 2011. She was promoted to FSA II in May of
2013 and again to FSA III in October of 2013 as recognition for her exemplary communication
and organizational skills as well as her focus on quality. This is evidenced by her ability to
consistently meet and exceed the department standards, hitting 1% several times this past year.
Karen is our main wire processor who also handles New York business and has recently been
up-trained on several specialized functions including BPR processing, withdrawn, reissues and
adjustments. Because of her flexibility, Karen is part of the closing crew which entails handling
all priority items and ensuring the department clears all financial queues before leaving for the
day. Her commitment to the success of the team is demonstrated in her daily work behaviors.
Karen is a dependable, well respected and valued asset to the department.
Maria Harrison has been promoted to Financial Services Associate IV. Maria joined
SunAmerica on February 20, 2007 as an associate for the New Business Department. In
September of 2010 she was promoted to FSA II and again to FSA III in May 2013 due to her
attention to detail, timeliness of handling urgent requests, ability to multi task, and strong
organizational skills. On a daily basis Maria demonstrates her commitment to the team by
providing accurate information to our internal and external customers alike; this accuracy is
evidenced by her 2% error ratio as well as continually being able to exceed our productivity
standards of 90% by hitting 96.8%. Maria’s positive outlook and team first attitude has made her
a valuable resource to the Management team. She continuously challenges herself and has
been given the added responsibility of training our new hires in both Amarillo and Woodland
Hills. Whether Maria is training new hires or switching functions on the fly she always
demonstrates a willingness to ensure that the service expectations of our internal and external
customers are met.
Please join me in congratulating these individuals on there well deserved promotions.