•Engage with Retirement Plan Services clients to transition retirement plans, including setting timeline, communicating plan details, tracking through to completion all steps necessary to establish new business or to exit existing business. •Coordinate independently with outside providers, Sales Consultants and Relationship Managers to develop conversion plan. •Counsel clients, Sales, Relationship Managers and providers on solutions to implement a timely and accurate conversion. •Complete legal documents for client signature, including service contracts. •Schedule meetings with providers, clients and colleagues to manage the conversion timeline. •Complete account set-up on internal systems, including OFAC and AML reviews. •Prepare account documents for accounts transferred via firm acquisitions and mergers.•Adhere to policies, procedures and regulatory requirements to minimize financial and brand risk.

•Engage with Retirement Plan Services clients to transition retirement plans, including setting timeline, communicating plan details, tracking through to completion all steps necessary to establish new business or to exit existing business. •Coordinate independently with outside providers, Sales Consultants and Relationship Managers to develop conversion plan. •Counsel clients, Sales, Relationship Managers and providers on solutions to implement a timely and accurate conversion. •Complete legal documents for client signature, including service contracts. •Schedule meetings with providers, clients and colleagues to manage the conversion timeline. •Complete account set-up on internal systems, including OFAC and AML reviews. •Adhere to policies, procedures and regulatory requirements to minimize financial and brand risk.

-Handled various participant escalations, including corrections, complaints, call reviews and complex issues.-Managed log of escalated situations needing follow-up or further work; followed up with participants regarding all updates and upon issue resolution.-Communicated with Plan Administrators, Processors, Resolution, Hardship Center of Excellence Team, along with other departments to quickly resolve escalated situations. -Acted as a resource to Plan Administrators to educate clients on retirement products while ensuring the Contact Center adheres to plan documents. -Acted as a resource to Retirement Specialists to ensure accuracy during calls with retirement plan participants.-Facilitated monthly meetings as Team Lead alongside Retirement Service Manager and cross-functional teams to ensure consistency in quality of work, and to provide clarity on high priority topics.-Researched and maintained knowledge of ERISA and IRS rules and regulations to deliver high quality, knowledgeable service to plan participants.-Provided coaching to Retirement Specialists based on call reviews and management requests; briefed managers on Specialists weaknesses in order to correct behaviors before corrective action.

-Provided education on retirement planning, investment options, plan provisions, and overall financial health.-Assisted participants in processing transactions (loans, withdrawals, rollovers, etc.) within Salesforce while following established procedures.-Assisted participants with establishing login credentials and using online access through Salesforce.

-Provided education on retirement planning, investment options, plan provisions, and overall financial health.-Enrolled participants in their retirement plan, including establishing login credentials, selecting deferrals and investments. -Assisted participants in processing transactions (loans, withdrawals, rollovers, etc.)