Reviews and responds to inquiries (telephone and e-mail) from clients (internal and external) with respect to functions of the annuity service department (e.g., status of transfers and rollovers, status of pending contracts, refers more complex inquiries to appropriate section/division; answers basic questions about annuity contracts, tax qualification codes, application of funds (transfer, rollover, tax year), distribution dates and amount, requests for values including Annuity Surrenders and Withdrawals. Processes policy and general accounting transactions in administrative systems, using appropriate codes and crediting and debiting accounts correctly; makes refunds if necessary; performs manual calculations using charts and formulas, to determine taxes owed in compliance with U.S. and Canadian tax policies, creates manual checks when necessary.