Amanda Tamez

As a DC Plan Management Analyst, I worked for a book of business with one Advisor. The book of business was split between me and a colleague. The job duties consisted of assisting clients with their 401(k) plan setup, overseeing amendments to their plan setup, taking on conversions of new clients, and overseeing their payroll. Payroll duties consisted of creating/updating payroll file templates, working with outside payroll vendors, setting up integration, and daily concerns of data.

• Established and cultivated strong relationships with clients to understand their needs and preferences when it came to their 401(k) plans.
• Coordinated payroll delivery by liaising with internal teams and outside vendors.
• Conducted regular review meetings with Advisors to assess service levels and identify areas for improvement.
• Actively participated in professional development opportunities related to customer relations management techniques.
• Took responsibility for handling escalated customer complaints or concerns, finding satisfactory resolutions while preserving positive relationships.
• Regularly offered and received to take on more clients and opportunities.
• Unfortunately the role didn't align with my strengths, and I've since developed skills in that area.

• As a Sr Implementation Analyst, I provided the processing and support between small business clients and PEO companies-implementation and conversion solutions after sale. Building strong relationships with clients and seamlessly implementing Ameritas' technologies, I ensured my clients were set up for long-term success with Ameritas.
• Responsible for the successful setup of transfer and startup retirement plans.
• Communicated with plan sponsors, advisors, brokers, and account managers throughout the implementation process to prepare plan documents, review plan provisions, and coordinate transfer of assets and records.
• Set up 401(k) plans onto the record keeping system
• Transitioned existing 401(k) plans from their prior record keeper
• Coordinated transfer of assets from existing 401(k) plans' prior record keeper
• Coordinated 401(k) plan setup and transfer between client, financial advisor, and prior record keeper
• Reviewed 401(k) plan documents and help ensure they are ERISA compliant

• The Conversion Consultant is the main point of contact between the client, financial advisor, payroll company, the prior record keeper, and the various teams at Newport working to convert the plan. In short, this job was similar to project management. I worked closely with business owners to create a retirement plan for the new company.
• The Conversion Consultant is responsible for leading the conversion of new clients to Newport, and executes all aspects of new client integration, including, but not limited to, technical, communication plan and data/system initiatives. The Consultant works closely with client and internal resources to ensure successful conversion.
• Lead the conversion/implementation of new clients to Newport Group, orchestrating all aspects of new client integration, including but not limited to technical, communication plan and data/system initiatives. Worked closely with the client and internal resources to ensure a successful conversion.
• Responsible for executing the conversion process for assigned accounts immediately after the sale and was responsible for delivery of commitments made during the sales process.
• While working in a team environment, I assumed ownership for plan, data and conversion responsibilities. Additionally responsible for coordinating and facilitating reoccurring meetings with agendas and minutes and perform a review of all communication materials including drafting/editing of materials.
• Immediately identified and communicated issues (financial or service deliverables) that may impact the success of the transition and potential for exposure and risk to company and renegotiate targets, if necessary.
• Ensured receipt of signed funding documents, consult with clients, and attorneys on document related questions, and concerns.
• I presented the conversion process and administrative capabilities during my initial call with clients and also educated prospective clients on operational issues including policies, procedures and system capabilities.
• I performed a handoff meeting to the client to connect them with the client services team/contact.

• Utilized in-depth/advanced knowledge of the DC record-keeping systems, as well as broad knowledge of the DC business functions, applications, and industry regulations
• Responsible for facilitating discovery meetings with stakeholders and business partners, drafting communication strategies and documentation, organizing and executing research tasks resulting in plan and participant identification, and the development of remediation strategies to cure the issue in full.
• Continuously makes decisions in accordance with firm policy and procedures, mitigates firm risk and delivers projects on individual, team, and firm performance
• Correspondence Consultant 40% of time who supported Customer Resolution, Case Management, and Communications Departments correspondence requests in which an error occurred.
• Ensured all correspondence was Compliance approved and assigned a tracking number.
• Merged Excel data into Word and PDF letters.
• Proof-read pre-approved, unexpired letters before shipment.
• Worked with internal and external business partners via Zoom to ensure all grievances and regulatory verbiage was applied. This included external clients and their legal counsel as well as internal client managers and legal counsel.
• Escalated high-risk correspondence such as 45 day notices and response required by deadline letters to customers and no response letters to clients.

• Contributed to plan-level research and corrections
• Managed a queue of service requests directly from institutional clients regarding high impact plan level errors made against their plan documents
• Utilized in-depth/advanced knowledge of the DC record-keeping systems, as well as broad knowledge of the DC business functions, applications, and industry regulations
• Followed firm policy and procedures to correct errors
• Coordinated any communication needs

• Managed a queue of service requests directly from institutional clients regarding errors made against their plan documents
• Utilized in-depth/advanced knowledge of the DC record-keeping systems, as well as broad knowledge of the DC business functions, applications, and industry regulations
• Followed firm policy and procedures to correct errors
• Coordinated any communication needs

• Assisted with resolution of complex customer questions and problems, escalating for assistance if needed.
• Recommended consumer products and services, including IRAs and digital and convenience tools.
• Protected company and customer data by following information policies.

• Maintained and updated employee records to reflect accurate information or changes in employment status.
• Offered friendly and knowledgeable customer service to team members and employees.
• Interpreted and explained human resources policies, standards, and regulations.

• Acted as first point of contact for Health & Insurance record-keeping inquiries.
• Documented and maintained administrative procedures for benefit processes.
• Resolved customer grievances consistently, collaborating with team members to achieve resolutions.

• Responsible for processing life insurance applications
• Ensured paramedical exams and applications were completed
• Forwarded all to the insurance company- all the while keeping the applicant, agent, and insurance company informed of status
• Answered emails from Underwriting, insurance agents, paramedical offices, medical records retrieval offices, and inter-office correspondents within a timely manner