Marion Mills Email and Phone Number

• Data Entry Specialist on the Remit Prep team, responsible for creating in house vouchers for payments including reviewing taxpayer’s information (Federal Tax ID, Social Security Numbers, Account ID’s, Account Schedules etc. in determining the correct PC voucher to select and key.• Performs numerous daily functions as they relate to the processing of transmittal reports and tax submissions.• Assist other departments (mail room, tax schedules of qualified and nonqualified returns). Processing checks and money orders.

• Managed day-to-day operations of the Electric Funds Transfer (EFT) section by processing incoming and outgoing EFT mail.• Prepared EFT work for scanning, general form letters from Microsoft Word.• Entered Authorization Agreements and correcting posting errors within the EFT system.• Processed returning payments in ITAS or the Online Filing & Payments system and performing general office duties (filing, labeling, sending /receiving faxes, and sorting/delivering reports, stuffing envelopes for EFT mailings). • Facilitated with other EFT projects as needed and work in other units within the division.

• Performed all edits and deletions of Remittance documents through personal computer applications.• Recognized various forms and work figures such as codes, taxpayer identification number, bank account numbers, check numbers and remit amount; learn the procedure for various batch types such as singles and multi vouchers.• Proficient with considerable accuracy, efficiency, and attention to detail due to high volume tax season making no errors. • Processed tax remittance in accordance to strict deadlines and established standards to assure timely and accurate collections, deposits, and reports.

• Provided outstanding customer service to inbound and outbound calls within call center. Completed 90 calls while maintaining 98% quality.• Guided customers in navigating website for their workplace and personal retirement accounts. • Assisted customers with 401k Retirement (stock and mutual fund quotes, exchange, rebalance, roll in, enrollment, high dollar transactions, rollover options• Processed loan applications (loan calculations, payoff information, and other information regarding plan loans).• Assisted with withdrawals/hardship withdrawal process and provided IRS guidelines and tax implications.• Dedicated specialist for IBM Pension Retirement (performed the initiation process, calculations and projections).• Communicated accurate plan specific information using all resources available in response to product and services of customer inquiries and requests.• Performed administrative task update (address, direct deposits, tax withholding and other administrative duties).• Mitigated risk while adhering to quality procedures and ensuring compliance with regulatory requirements.• Captured feedback from customers to enhance future customer experience improvement opportunities.• Used appropriate resources to understand specific customer situation and ask effective questions to further uncover needs.• Used effective analogies to help customers understand features of a product or service.• Actively listened to customers, demonstrating empathy for their situation and/or problems, and identifies what can be done to meet their needs.• Coordinated across the organization to ensure continuous process improvements.• Knowledge of coaching concepts and methods; ability to encourage, motivate, and guide individuals or teams in learning and improving effectiveness.• Member of EEA Board (Employee Engagement Association)• Mentee of WNG (Women Networking Group)