Experience

USI Consulting Group

• United States
• Financial Services
• 300 - 400 Employee

• Client Relationship Manager

  • Oct 2021 - Present



Voya Financial

• United States
• Financial Services
• 700 & Above Employee

• Client Relations Manager

  • Nov 2014 - Oct 2021

  * Securities offered through Voya Financial Partners, LLC (member SIPC)• Provide plan level support for clients, brokers, and internal/external business partners on existing plans within our Small/Mid Corporate Markets (i.e. plan pricing, plan level fund lineup changes, adding/removing services to the plan, etc)• Able to explain the differences between various products and services relating to the plan to individuals of varying knowledge of retirement plans efficiently• Facilitate educational/enrollment webinars for plan participants to drive plan participation, increased contributions, and overall plan health• Effectively able to deliver challenging and/or complex information to customers and deliver details to challenging personalities with certainty and the highest level of professionalism• Demonstrate the ability to sort through the complexities of an issue to make the best possible decision in the least amount of time Show less

• Operations Consultant - Plan Discontinuance

  • Apr 2013 - Nov 2014

  • Swiftly and efficiently review all new work within Service Level Agreements, ensures all incoming documents have proper authentication, and liquidates/wires the assets of millions of dollars while adhering to SOX controls • Actively willing and able to tackle new tasks above and beyond daily duties (i.e. Cross training on various product lines, learning how to retrieve and present additional reporting in support of the team, cross training on the shared Market Value Adjustment Inbox, and other business roles within the organization)• Extremely organized and detail oriented to ensure every active discontinuance receives the same level of courteousness and professionalism, processing accuracy, provide email communications/additional reporting requested based on predetermined timelines, even when caseloads exceed 70+ plans at a given moment • Ongoing partnership with internal business partners to revamp our existing Discontinuance TEST and FINAL files into a more user-friendly format for one of our servicing platforms• Hand selected by management to join the SWAT Team in support of the Case Analyst role. Show less

• Customer Service Supervisor

  • Jul 2011 - Apr 2013

  • Hired over 100 new Customer Service Associates in 2012.• Efficiently supervise 40 employees – both new hires and tenured representatives at various stages of the hiring process, core training, and tenure• Facilitate team meetings, Customer Contact Center visits for existing and prospective clients, and draft communications to be sent to all of Windsor Defined Contribution staff• Effectively communicates business strategies and metric goals to employees to assist in meeting specific targets set by the organization• Demonstrate core leadership competencies within the organization by leveraging business partners to resolve issues• Represent Management and peers in company wide focus groups• Attend college career fairs to recruit for potential candidates• Responsible for prescreening and interviewing of potential candidates• Responsible for the on-boarding and acclimation of New Hires to the role of a Customer Service Associate• Readily available to employees for questions on applications, policies, procedures and for escalations• Partnered with peers in multiple company locations across the US to create and document procedural changes to affect company wide research requests via an internal proprietary application. Facilitated openings to train employees and peers on these changes. Assisted with the implementation and training of new reporting techniques for fellow Support Staff. Show less

• Customer Service Associate

  • Jan 2010 - Jul 2011

  • Responsible for handling inbound participant level 800 line calls with speed, efficacy, and professionalism. • Accurately and efficiently processed transactions with continued efforts to provide accurate information• Elected by peers to the Windsor Advisory Council to act as “voice” of Customer Contact Center• Acted as role model, coach, and mentor for new employees; hand selected by Management for the Den Support Team to act as a more permanent role model for new employees• Responsible for auditing high value financial transactions initiated within the Customer Contact Center• Chosen by Management as 1 of 6 Customer Service Associates in all of the Defined Contribution Contact Centers to pilot the integration of the Call Centers Show less