Mark Kay Email & Phone Number

Greater Minneapolis-St. Paul Area

• Form, maintain and strengthen relationships with a portfolio of clients, distribution partners and TPAs
• Collaborate with plan sponsors to design and implement targeted participant education campaigns. Theseinitiatives aim to boost participation and contribution rates, contributing to the overall health and success.
• Serve as the primary point of contact for client inquiries and support, addressing complex issues andproviding tailored solutions to meet client needs and enhance their experience.
• Monitor and analyze client engagement metrics and campaign outcomes to measure success and identifyareas for improvement.
• Ensured regulatory compliance through rigorous documentation and adherence to industry standards.
• Collaborate with internal teams to develop and deliver client-focused training programs. Ensure that teammembers are informed about compliance requirements and best practices, supporting a culture ofcontinuous learning.

Greater Minneapolis-St. Paul Area

• Manages a team of front line processors handling outgoing transactions from various types of retirement plans.
• Identify resources and make staffing adjustments when needed to manage daily workload and maintain SLA.
• Actively manage and develop employee performance by using consistent CI and performance management techniques.
• Develops and maintains processing procedures; identify and implement process enhancements.
• Provides processing input for product development, policy service procedures, and service goals.
• Responsible for managing the outgoing assets, client contact, and attainment of department goals.

Phoenix, Arizona, United States

• Managed a cross-functional team of 20+ in the Tax Sheltered Annuity and Tax Exempt Market sectors.
• Led core business projects to support the efficient operation of the contact center.
• Responsible for hiring, professional development, and performance management of staff.
• Conducted performance reviews with staff and made appropriate compensation decisions.
• Created and led strategic improvement initiatives.
• Accountable for ensuring team compliance with all applicable regulatory requirements, securities laws and regulations, as well as company compliance procedures.

Jacksonville, Florida

• Delivered an exceptional customer service experience by furnishing accurate information for clients in a timely manner.
• Resolved issues within designated timeframes by tracking and escalating needed service requests.
• Oversaw projects for the aggregation and reporting of processing errors as well as develop and distribute internal project communications.
• Supported multiple lines of business and responded to escalated inquiries from other associates.
• Streamlined operations by spearheading continuous improvement initiatives, including team huddles and root-cause problem solving sessions.
• Ensured accurate processing by conducting quality review analysis of transactions entered by otherrepresentatives.

Jacksonville, Florida

• Leveraged job tools to resolve and record technical issues within MacOS and iOS Mobile platforms.
• Innovated effective solutions to emerging issues and submitted resolutions to site engineering by collaborating with associates.
• Provided feedback to associates to assist in developing effective troubleshooting methods and proper standard operating procedures.
• Mitigated fraud by reviewing suspicious calls and coordinated with customers to restore access to lost accounts and hostage devices.
• Cultivated and restored relationships between customers and products while documenting and resolving complex escalated cases.
• Promoted high productivity while adhering to company policies and state regulations and exceeding customer expectations.

Jacksonville, Florida