Processed complex account requests including account openings, contributions, distributions (including QDRO), internal and external transfer requests, corrected tax forms, Required Minimum Distribution calculations, and account closures for retirement brokerage accounts.
- Compiled a daily status Excel spreadsheet used to analyze and report current workflow levels within the Retirement department. Information was used to monitor efficiency, assist manager in assigning priorities, directing team mates, and expediting work flow.
- Maintained a Retirement email box, utilized by various departments throughout the company for customer escalations; researched and resolved inquiries within three hours of receiving requests. Functioned as a system and process subject matter expert.
- Instrumental in the transition and implementation of Bank IRA retirement products to the Charlotte location; Facilitated training of team members on all bank processes
- Trained/mentored new associates and provided guidance and support on all aspects of the Retirement department
- Consistently met or exceeded quality and productivity goals, while in compliance with government regulations and company policies