Ericka Nicholson, Acs, Airc, Almi Email & Phone Number

Charlotte, North Carolina, United States

• Partner with Wholesalers, Division Sales Manager, and Head of National Annuity Sales to provide world-class customer service for our top advisor’s new business, licensing, post-issue, and claims needs.
• Support our distribution team’s most important financial professionals through direct partnership with our Third-Party vendor.
• Solve wholesaler and financial professional issues while consistently providing a white-glove service experience.
• Provide clear and concise updates to wholesalers and financial professional’s on all annuity business.
• Work with wholesalers and financial professionals to obtain outstanding requirements to complete new application or post issue process.
• Full accountability and ownership of all problems until resolution.

Charlotte, North Carolina, United States

• Managed operational readiness for life and annuity projects – including procedural documentation, testing, and Hypercare – in support of administrative systems conversions, new product / rider launches, and other.
• Researched and documented operational needs, requirements, and impacts resulting from life and annuity conversions and enhancements
• Collaborated with internal stakeholders and third-party administrators (TPAs) to document operational procedures and support complex business change projects impacting BHF Operations
• Provided support to the Director of Life Operations with emphasis on existing service-level misses, systemic issues, and potential service disruptions that might impact operational processes, and work towards service.

Charlotte, North Carolina

• Assessed Compliance and Operations initiatives within the Life business areas; to define and document the scope of various projects and execute remediation plans
• Liaison at Equitable for the third-party administrators /Business Processing outsourcing Vendors
• Completed vendor risk assessments, in partnership with the Procurement team.
• Conducted review SAE 16 (user consideration controls) for vendors and sub vendors as applicable.

Charlotte, North Carolina Area

• Managed two case management teams, which supported Elite advisors; delivering a white-glove service model
• Provided managerial support to employees; including recruitment/hiring and terminations, training, coaching and developing staff, delivering performance appraisals and one-on-one feedback sessions.
• Designed and implemented procedures for process improvements with internal stakeholders
• Participated in department projects such as - technology installs and process/procedural improvement initiatives
• Resolved customer escalations with internal stakeholders; including exception request, processing errors, and complaints

Charlotte, North Carolina

• Provided managerial support to employees; including recruitment/hiring and terminations, training, coaching and developing staff, delivering performance appraisals and one-on-one feedback sessions.
• Partnered with organizational training team to identify training needs.
• Participated in department projects such as - technology installs and process/procedural improvement initiatives
• Resolved customer escalations with internal stakeholders; including exception request, processing errors, and complaints

Charlotte, North Carolina Area

• Provided managerial support to employees; including recruitment/hiring and terminations, training, coaching and developing staff, delivering performance appraisals and one-on-one feedback sessions.
• Partnered with organizational training team to identify training needs.
• Participated in department projects such as - technology installs and process/procedural improvement initiatives
• Resolved customer escalations with internal stakeholders; including exception request, processing errors, and complaints

Charlotte, North Carolina Area

• Processed team escalations for internal and external partners for Elite firms
• Partnered with a Large Case Underwriter, managing cases for high net worth and elite clientele
• Oversaw team workloads and delegate accordingly
• Assisted with training and onboarding for new hires and current employees
• Hiring Manager for the MetLife Summer Intern Program

Charlotte, North Carolina Area

• Processed firm escalations for an Elite firm
• Assisted with training and onboarding for new hires and current employees
• Collaborated with internal and external stakeholder; creating process/procedural improvements

Charlotte, North Carolina Area

• Record Recheck program: auditing accuracy of public record sources via PROM & Actuate databases
• Review quality for records discrepancies via Microsoft Excel
• Daily monitoring of reports for the purpose of reviewing quality for internal and external parties
• Participate on teams involving “high profile” projects

• Record Recheck program: auditing accuracy of public record sources via PROM & Actuate databases
• Review quality for records discrepancies via Microsoft Excel
• Daily monitoring of reports for the purpose of reviewing quality for internal and external parties
• Participate on teams involving “high profile” projects

• Process searches for employment background screening with little-to-no supervision
• Monitor queries to ensure work is processed in a timely manner via Win ESP database
• Assist in managing workload in Supervisor’s absence
• Daily monitoring of performance quality and audits via Reports Manager
• Manage Records Support via Microsoft Outlook
• Cross-train peers and primary assistant to peers when questions arise

Graduate Certificate, Forensic Accounting, A

Bsba, Finance

Activities and Societies: Alpha Kappa Psi Co-ed Professional Business Fraternity UNC Charlotte Business Learning Community (2006-2008) UNC.