Client Service Associate

• Nov 2022 - Present

Distribution Specialist III

• Jul 2021 - Oct 2022

Processing distributions from 401(k) plans with empathy and experience. Processing distributions from 401(k) plans with empathy and experience.

Team Lead in Retirement & Institutional Services/Assistant Vice President

• 2008 - Feb 2021

I managed all aspects of life for my team within the call center including interviewing, hiring decisions, training, onboarding, shift and vacation scheduling, team updates on plan changes and termination procedures. I managed other daily duties outside of team management including: • Handled escalated calls with retirement plan participants to resolve issues and prevent further escalation. • Researched escalated issues or errors with other internal teams within the department or within the bank. • Handled outbound calls to high priority/Wealth clients to resolve issues. • Helped with inbound calls as needed due to high volumes or staffing shortages. • Keyed in transactions during phone calls with retirement plan participants including investment changes and loans. • Communicated investment information to retirement plan participants including redemption fees, purchase blocks and equity wash. • Reported on call center statistics on a monthly basis. • Resolved complaints for department coming from corporate office. Complaints could be about any issue within our department and not just call center related. • Filed fraud reports for suspicious phone calls, identity theft or physical security threats. • Managed access for certain systems for team and others in department. • Interpreted more technical information and wrote out updates on retirement plans that team could use and understand. • Coordinated overnight shipping requests with vendor as needed. • Scheduled system testing for updated versions as needed. • Worked with Tech Support groups to update systems for team to ensure smooth integration and adoption to reduce likelihood of agent downtime. • Managed writing professional letters as needed, getting certain letters approved by Compliance prior to mailing. • Served as liaison for the department regarding investment sweep option in Health Savings Account deposit account product. Show less