PROFESSIONAL SUMMARY:

• Detail and results - oriented, highly motivated, and performance-driven Operational Risk, Financial Services-Banking, Defined Benefits & Defined Contribution Relationship Manager Professional with more than ten years combined Client Consultation, Operational Risk Assessment & Project Analysis skills; including direct experience managing and developing a portfolio of Outsourced clients
• Analyzing the operational and development needs of a business, optimizing service and revenue opportunities, formulating and implementing solutions to maximize client relationships and remain conscientious in ensuring business/client remain in adherence with all regulatory and compliance policies.

KEY SKILLS:

Risk Advisor, Client Engagement, Finance Operations, Business Liaison, Strategic Management

• Direct experience supporting a broad range of initiatives as part of an internal team and mitigating risk by conducting research, facilitating calls//discussion with stakeholders to develop keen insight around capabilities, processes/functionality, including identifying necessary requirements, and escalating high impact business cases as necessary across multiple lines of business and client delivery groups; including interacting with management and external customers, coordinating, and facilitating group meetings & conference calls, negotiating plan changes, planning, organizing & clarifying project timelines and scope, including providing ongoing updates to all parties and managers on work performed, plans, project deliverables and overall status.

Operational Risk, Banking Operations, Regulatory Audit, Compliance Monitoring, Risk Control

• Providing support to senior Managers' / VP in performing comprehensive risk assessments ensuring work products are properly completed and documented across multiple loan portfolios FHA, VA, FNMA, and other investor portfolios etc. Some examples include assisting with transaction and lender due diligence, treasury examination audit-OCC and CFPB reviews, auditing & reviewing high risk customer reviews, project deliverables, internal processes/tools across various mortgage portfolios ensuring proper controls are in place and ongoing due diligence. Presented client deliverables, written responses and provided recommendations for process improvements as necessary. Also researched, identified, and mitigated Dodd-Frank, SCRA and other regulatory compliance issues.

Account Management, Retirement Services, Relationship Sales, New Business Development

• Direct experience working with diverse institutional and high net worth clients, Confidential, TPA’s, CPA’s, Actuaries, Small Business Owners, takeover/start-up companies, project teams, and other key stake-holders, to prioritize and balance needs, offer sound input and suggestions based on my research including providing competitor analysis, and synchronize and manage resources and ongoing initiatives for multiple client onboarding engagements.
• Responsible for overall accountability for plan sponsor relationships within assigned book of business and client territory; including client retention, client overall satisfaction as measured by external and internal feedback sources and client growth profitability. Also, delivered proactive account management, including, understand client goals and objectives, fostering a strategic relationship with clients’, developing & maintaining client specific plans, and assisting plan sponsor in managing fiduciary responsibilities, ensure client is aware of service and plan capabilities. Also, responsible for increasing assets under management.
• Lead interactions with all levels of client staff and business partners to set expectations, comprehend and document current requirements/capabilities including any specific gaps/needs, and additional requirements to meet ongoing business needs and to ascertain best product/platform/options. Discussed findings with internal client team and assisted in defining the best strategy/course of action to enable maximum success and provide world class service and exceptional client experiences.

PROFESSIONAL EXPERIENCE:

Operational Risk Consultant

Confidential, Raleigh, NC

Responsibilities:

• Responsible for providing qualitative audit and risk mitigation services across multiple client portfolios. This included, but was not limited to identifying risks to the bank, investors, and customers; and establishing effective internal controls and processes in partnership with lines of business and management authorization.
• Responsible for analyzing, evaluating, and identifying compliance and operational risk issues; understanding policies and regulations for Confidential Default Operations, Service Exam Management, reviewing and analyzing Client & Customer Complaints, Client Deliverables including providing written and direct feedback to management on risk as it pertains to MHAC Treasury exams, gaps/inefficiencies in processes and controls, along with any issues identified during my research of client/customer complaints.
• Direct experience working in partnership with business lines and other control processes, to provide guidance in the identification, risk assessment, management and resolution of operational risk challenges including partnering with business units on root cause analysis, exceptions and action plans to ensure future compliance within preset risk tolerance levels.
• Assisted the development and project team in testing the functionality of new mortgage application pre-implementation documenting issues found needing attention. This includes strong analytical skills to evaluate problem, root cause and possible assist in the development action plans to resolve issues.
• Responsible for reviewing, analyzing, and underwriting large, unusual or complex individual consumer requests and products within company and industry guidelines. Dependent on division and complexity of underwriting, functions may include reviewing financial & bank statements, credit reports, tax returns, fixed income investments, mortgage back securities, bank notes, modification agreements and applicable ratios (i.e. Debt ratios, loan-to-value, etc.); to ensure accuracy, consistency, and completeness.
• Increased operational efficiency by improving foreclosure and default practices and decreasing operational & reputational risks by reviewing past High Risk Reviews to ensure no customers were financially harmed because of servicing errors.
• Actively engaged in implementing and managing operational risk framework and serving as first line of defense in defining, assessing, monitoring, measuring, and reporting operational risks impacting lines of business and support roles such as default servicing, Loss Mitigation, Underwriting, and Office of the President Customer/Client Complaints including presenting findings and evaluating /mitigating solutions.
• Responsible for fostering, and developing relationships with primary lines of business, assessing data and deliverables to identify and mitigate risks and enhance operational efficiencies.

Benefits Analyst

Confidential, Chesapeake, VA

Responsibilities:

• Performed a complex data clean-up project, integration, and reconciliation of an employer’s benefit records. Responsibility and accountability for several data clean-up projects (processing, disseminating information to management, etc.)
• Provided pension & QDRO administration support for a benefit consulting firm, including, but not limited to preparing manual pension & QDRO calculations, training for active, vested, retired, Alternate Payee’s, quality reviewing team calculations, communicating and partnering with the Client on escalated calculation, administration, and benefits data issues.
• Prepared /processed client deliverables; identifying, researched and resolved data discrepancy problems. Also, reconciled participant benefit data, financial reports, and vendor / third party discrepancies; researching and responding to inquiries from management, administrators’, plan participants, and the client. Also, responsible for setting-up and testing benefit control population data in the system for accuracy and completeness and generating reports to management. Assisted in developing and modifying client procedures and documentation and responding to team member inquiries.
• Prioritized client activities based on project requirements; including but not limited to supporting a client team with researching and analyzing information/data and providing quality client deliverables, communications, and assisting with developing client presentations that convey clear message and speak to my research. Also performed project management tasks including root cause analysis, work breakdown structure and allocation of resources.
• Served as Plan specific client and QDRO analyst and direct liaison between the participant, external vendor, client, and internal product development teams to translate business/benefit requirements into functional output.

Senior Pension Administrator

Confidential, Chesapeake, VA

Responsibilities:

• Responsible for daily pension administration; including researching/interpreting plan rules and ensuring compliance with plan document, preparing pension calculations, handling escalated client inquiries and participant concerns.
• Also, served as subject matter expert and internal contact for clients, vendors, and internal teams.
• Participated in special projects as necessary.

Defined Benefit Administrator

Confidential, Princeton, NJ

Responsibilities:

• Served as a contract Defined Benefit Plan Administrator including researching and interpreting plan documents, validation pension data & plan calculations, etc.
• Assisted with a new product rollout including providing marketing support and client service to Confidential . This included, but was not limited to handling investment advisor and customer calls pertaining to annuities, IRA’s, and retirement plans, investment/security product options.
• Maintained and serviced loans within a specified territory. Responsible for assisting customers with loan calculations, interpreting loan options, loan to value ratios, debt to income ratios, along with handling client service, ongoing problem resolution, and ongoing interaction with various internal departments; sales, processing, etc.

Administrator

Confidential, New York, NY

Responsibilities:

• Managed and coordinated the installation of pension plans including facilitating conference calls with plan sponsor and designated representative to set expectations and address any potential concerns or issues such as payroll, conversion transfer type, plan design, plan termination issues, etc.
• Conduct consultative, relationship-building sales calls via the telephone with Confidential and other licensed professionals.
• Develop and execute business development and client retention plan strategies with the primary focus of prospecting for new business and enhancing services for existing clients. This includes direct experience maintaining and growing retirement accounts from a few plans in a new territory to appr oximately 50-75 existing business ranging from start-up companies with limited assets to conversion companies with more than $50 million in assets.
• Making proactive servicing and business development calls to existing and prospective clients; receiving inbound calls from existing and prospective clients; coordinating responses to requests for proposals; maintaining client management and relationships with contacts to identify new opportunities and advance the relationship management and client development process.
• Assist in analyzing and defining key advisor needs and identify gaps within the advisor process.
• Conduct competitive analysis by comparing product, solution, and services with key competitors.
• Managed a seven-state retirement plan territory with external and internal wholesale partners including analyzing client needs and maximizing efficiencies to attain increased revenue.
• Provided ongoing support to financial advisor’s, wholesalers, Third Party administrators, and clients addressing plan qualification and design issues on a vast array of retirement products, including, but not limited to defined contribution, cash balance, profit sharing, non-qualified plans, etc.

Financial Advisor Retirement Support

Confidential, Jersey City, NJ

Responsibilities:

• Direct responsibility for developing and maintaining strong retirement plan and institutional trust customer relationships for the largest and most complex institutional trust accounts; including but not limited to providing primary client contact, proactive communication, and consultation for the effective delivery of Institutional Retirement and Trust products and services.
• Liaison between Morgan Stanley and the plan sponsor from plan implantation through daily administration. This includes fostering strong strategic relationships and verifying request for proposals/client agreement and discussing all potential issues and options before plan implementation and reviewing and qualifying retirement/pension documentation pre-implementation.
• Responsible for the management of an assigned retirement portfolio of business and diversified institutional and individual accounts. This included, but was not limited to developing and fostering existing relationships via account development channels such as client referrals and internal business unit leads.
• Builds and maintains effective relationships with internal partners and external market professionals including coordinating the workflow in implementing plans with the conversion and operations departments including setting expectations, managing timelines, and resolution of any new business issues.
• Strong focus on understanding and responding to client needs. Also consulting with clients to acquire a clear understanding of the business need and the client’s perception of relevant issues. Ensures client satisfaction by seeking feedback. Anticipates issues and/or concerns to proactively provide solutions.
• Assisted with building strong partnerships based on shared commitment to mutual goals. Sets the strategic direction for the plan and demonstrates ultimate ownership and accountability for the client relationship.
• Supported the transition of new defined contribution and hybrid pension plans including effectively communicating tasks required for successful transition and identifying any potential obstacles. Also offered feedback and solutions to client inquiries and concerns in an accurate and expeditious manner. Also kept abreast of current industry trends, regulations, and pertinent information for effective client management.
• Facilitated discussions with clients regarding legal, regulatory and design issues across the plan. Consults with clients on qualified and potentially nonqualified plan design alternatives.