Manager of Platform Operations and Participant Services

• Process monthly fees for over 450 retirement plans, including trading, tracking and reporting the end results to our Accounting team.• Manage the recordkeeping specialist team members to make sure all daily, weekly and monthly goals are met; along with being responsible for the oversight, development, documentation, and ongoing administration of the Recordkeeping Department.• Operate alongside with our Third-Party Administrator to supply Year-End Reporting for the retirement plan’s… Show more • Process monthly fees for over 450 retirement plans, including trading, tracking and reporting the end results to our Accounting team.• Manage the recordkeeping specialist team members to make sure all daily, weekly and monthly goals are met; along with being responsible for the oversight, development, documentation, and ongoing administration of the Recordkeeping Department.• Operate alongside with our Third-Party Administrator to supply Year-End Reporting for the retirement plan’s government filings, as well as producing quarterly participant statements and executive oversight reports using Crystal Reports.• Function as the team lead for our annual SOC 1 audit to provide documentation, samples and implement procedures and controls to comply with industry regulations and best practices.• Organize and report on daily, weekly and monthly metrics with our Executive Team to plan and adapt ways to improve our current processes. Show less

• Manage daily valuation recordkeeping duties for over 450 retirement plans; i.e. contributions, distributions and reconciliation.• Using deductive reasoning skills and critical thinking, as well as the ability to pay close attention to detail, to ensure the completion and accuracy of transactions and correcting any issues that arise.• Create quarterly account statements and oversight reports for over 450 retirement plans.• Assist with processing monthly fees and loan payments for… Show more • Manage daily valuation recordkeeping duties for over 450 retirement plans; i.e. contributions, distributions and reconciliation.• Using deductive reasoning skills and critical thinking, as well as the ability to pay close attention to detail, to ensure the completion and accuracy of transactions and correcting any issues that arise.• Create quarterly account statements and oversight reports for over 450 retirement plans.• Assist with processing monthly fees and loan payments for over 450 retirement plans.• Perform daily reconciliation of retirement plans, cash and mutual funds.• Member of the plan sponsor and participant service teams which meets the service needs of the plan administrators and participants of the retirement plans.• Identified, documented, and successfully implemented procedures and controls for company’s first 4 SSAE 16/SOC 1 audits.• In charge of on-site IT duties, helped implement 2 new phone systems and coordinate larger IT needs with our off-site IT consultants. Show less

• FOREX.com is a division of GAIN Capital Group, LLC, a pioneer in the online foreign exchange industry;• Partner with our trade desk to help assist clients with many issues involving the forex market which has helped me gain a vast knowledge of the market and how currencies fluctuate;• Manage and assist new client service representatives;• Resolve escalated issues such as trade disputes and customer complaints;• Monitor our competitors and offered insight into what can be… Show more • FOREX.com is a division of GAIN Capital Group, LLC, a pioneer in the online foreign exchange industry;• Partner with our trade desk to help assist clients with many issues involving the forex market which has helped me gain a vast knowledge of the market and how currencies fluctuate;• Manage and assist new client service representatives;• Resolve escalated issues such as trade disputes and customer complaints;• Monitor our competitors and offered insight into what can be improved on our own forex trading platform;• Handle client’s sensitive documents to help in the process of getting the client’s new account opened;• Helped spearhead a customer questionnaire that addressed the quality and topic selection of our forex research material;• Hosted a weekly webinar attended by 30+ clients that instructed clients how to utilize our website. Show less

• Delivered top level customer service while building trust and loyalty with our customers;• Converted inbound forex inquiries to sales opportunities;• Provided efficient resolutions to a plethora of customer inquiries from dealing with minor technical issues to placing large trades;• Managed over 100 inbound calls, chats, and emails daily;• Created an enhanced customer experience by consistently researching developments in the forex market.