Accomplished institutional proposal writer seeking to leverage advanced knowledge and competency in delivering proactive client service and strategic account management which is critical to maximizing client loyalty, retaining and expanding relationships, and achieving sustainable profitability for the firm.
Summary of Skills
Highly skilled in assessing relationships on the basis of satisfaction, risk, decision making, expanding opportunities, developing and maintaining client business plans to achieve objectives for each client relationship.
Excellent writing and communications skills at all levels.
Extensive knowledge of procedural and regulatory compliance.
Strong analytical and problem-solving skills.
Highly organized and detail oriented.
Adept at identifying situations or processes that may put the firm at risk.
Highly skilled in working independently without supervision and meeting deadlines.
Extensive background in working in a fast-paced environment.
Highly skilled in communicating with internal and external clients.
Extensive background in working with upper level management and writing officer level correspondence.
Extensive knowledge in analyzing and interpreting new laws and regulations to determine impacts to retirement plans.
Strong correspondence and quality review background while demonstrating proficiency in learning new concepts.
Skilled at collaborating with various business units and communicating effectively verbally or in writing. -Support peers enthusiastically while providing practical feedback.
Request for Proposal (RFP) Consultant Plan Compliance Consultant Quality Representative Retirement Correspondence Specialist, Special Correspondence Group Correspondence Representative01/2007 to 10/2014T. Rowe Price GroupTampa, FL
Primarily responsible for producing RFP content, repeatable client reports, and marketing collateral supporting assigned investment strategies, institutional sales materials, and consultant relations documents.
Responsible for accuracy, effective messaging and competitive differentiation in developing content to enhance the firm's institutional brand.
Identifies vulnerable client relationships by assessing the degree of vulnerability and leverages the firm's internal resources and organization to develop and execute a strategy that results in high client retention level.
Works closely with investment staff, portfolio analysts, and portfolio specialists by attending regular strategy communication meetings.
Works closely and collaboratively with RFP Editors to ensure that RFP content meets the objective of the institutional services and their clients/prospects, including frequent need to customize responses under tight deadlines.
Regularly attends sales presentation meetings to understand the institutional services positioning. Ensures that the best interests of Retirement Plan Services clients are in accordance with the plan documents and legal requirements.
Consults with clients and associates on how to best attain plan objectives while maintaining the plan's qualified status.
Reviews plan documents and helps clients resolve operational and regulatory compliance issues relating to qualified and nonqualified plans.
Analyzes and interprets new laws and regulations to determine impacts to Retirement Services plans.
Holds discussions with clients to influence the best strategy to implement changes for clients and impacted internal partners. Review the findings of the third-party authority tasked with rating our correspondence and dispute any discrepancies when necessary.
Review social media communications and updates.
Provide internal quality review of items written by our firm and make note of our typographical, grammar, and content errors.
Identify written complaints that are received, review and approve the replies, and document the situations so they can be filed appropriately.
Mentor associates new to the quality review process and provide feedback to their direct reports.
Work with business writers to ensure that their replies remain in line with third-party and internal expectations.
Keep writers and quality reviewers informed of changes to compliance policies and procedures. Provides general service and guidance to retirement plan participants through emails and letters.
Responsible for handling written inquiries from retirement plan participants and responding to various client service related topics, including but not limited to, account maintenance, balance information, processing financial transactions, offering appropriate products and services, and providing appropriate education regarding a participant's retirement plan.
Serves as a subject matter expert, trainer, and mentor for newly hired associates in the correspondence group.
Operated as a training coordinator for new hire classes. Responds in writing to customers' inquiries and complaints.
Serves as a coach and mentor for all associates, especially those new to the role.
Reduce the number of correspondence requests received internally by educating client-facing associates of the alternative means readily available to them.
Reviewed and altered, when appropriate, letters that were sent out on a large scale to customers.
Sales Associate01/2005 to 01/2007Franklin Templeton InvestmentsSt. Petersburg, FLResponded to broker-dealer telephone inquiries about the Franklin Templeton products, market conditions, fund performance, and policies and procedures.
• Supplied the broker-dealer community with supporting marketing materials and tracked trends in caller feedback.
• Cross-sold firm focus information and tools that can be utilized by the broker-dealer community in an effort to create and sustain the firm's image.
Dispute and Fraud Specialist, Merchant Resolutions01/1998 to 01/2005Capital One FinancialTampa, FLResponded to dispute and fraud related concerns by phone and in writing while promoting customer retention by providing the best possible resolution for the dispute.
• Provided coaching and development for new hires.
B.A.: English LiteratureUniversity of South Florida
CORRESPONDENCE, MENTOR, COACHING, NEW HIRES, EDUCATING, CLIENTS, ACCOUNT MAINTENANCE, MAINTENANCE, SUBJECT MATTER EXPERT, TRAINING, MARKETING, SALES, REGULATORY COMPLIANCE, ASSOCIATE, SALES ASSOCIATE, TELEPHONE, AND MARKETING, MARKETING COLLATERAL, RFP, BASIS, BUSINESS PLANS, DETAIL ORIENTED, EXCELLENT WRITING, HIGHLY ORGANIZED, PROBLEM-SOLVING, SATISFACTION, VERY ORGANIZED, SERIES 6