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 enhancements• 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 improvement activities

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•Participate on teams involving “high profile” projects •Earned 7 “Recognize Our People Awards” last year

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.