Bernely Tharp
Aurora,CO
Summary
Bilingual client service professional with 7+ years of experience supporting defined contribution plans, managing client relationships, and leading service delivery in both corporate and public-sector environments. Proven ability to oversee plan operations, resolve complex issues, and communicate compliance, regulatory, and recordkeeping requirements to plan sponsors and stakeholders. Adept at partnering with cross-functional teams, supporting RFP processes, developing training, and enhancing operational efficiency. Strong knowledge of ERISA, IRS codes (401(a), 401(k)), vendor management, and participant experience.
Overview
11
11
years of professional experience
Work History
Client Integration Analyst
Empower
09.2024 - Current
- Serve as a primary point of contact during onboarding, coordinating with internal partners to ensure accurate and timely implementation for new DC plans.
- Develop and deliver RFP responses for Participant Services, ensuring alignment with plan sponsor requirements and recordkeeping capabilities.
- Lead client visits and presentations; educate clients on onboarding processes and system functionality.
- Provide comprehensive implementation updates to Executive Leadership and client stakeholders, ensuring transparency and alignment.
- Facilitate setup of custom phone systems and service configurations, improving client experience and plan readiness.
Bilingual Manager
Empower
12.2020 - 09.2024
- Managed service delivery for a bilingual team supporting retirement plan participants, consistently achieving KPIs and high client satisfaction.
- Acted as an escalation point for complex plan inquiries, resolving issues related to plan provisions, transactions, and compliance.
- Led hiring, performance management, and development of bilingual representatives; maintained Spanish-language training and service resources.
- Conducted client site visits and participated in call calibrations to enhance service consistency and cross-team alignment.
- Partnered with Legal, Compliance, and Operations to resolve escalated or complex participant issues.
Team Lead
Empower
11.2019 - 12.2020
- Supported representatives with complex retirement plan inquiries, including compliance testing, transaction accuracy, and IRS reporting issues.
- Reviewed and created Spanish scripts and communication materials to ensure linguistic accuracy and regulatory alignment.
- Interviewed and helped select bilingual applicants to support expanding service needs.
Bilingual Retirement Representative
Empower
08.2018 - 11.2019
- Educated participants on employer-sponsored retirement plan provisions, investment options, and regulatory requirements.
- Processed transactions and account updates in accordance with ERISA and IRS guidelines.
- Assisted in developing Spanish-language resources to support wider participant accessibility and engagement.
Plan Manager
Employees Retirement System of Texas
03.2015 - 07.2018
- Served as primary contact for multiple health and welfare benefit contracts, overseeing service delivery, vendor performance, and regulatory compliance.
- Managed vendor relationships, ensuring adherence to Contract Monitor Plan methodology, state requirements, and performance metrics.
- Conducted RFP analyses and contributed to procurement decisions, evaluating proposals for compliance, pricing, and plan design alignment.
- Identified and implemented process improvements to enhance service delivery and stakeholder satisfaction.
- Provided subject matter expertise on contract operations, auditing requirements, and vendor performance management.
- Oversaw contracts for HMO plans, a self-funded disability plan, and dependent eligibility auditing services.
Education
High School Diploma -
Mount Pleasant High School
ProvidenceSkills
- Bilingual: English & Spanish (Fluent)
- Client Relationship Management
- Defined Contribution Plans (401(a), 401(k), Profit Sharing)
- ERISA, IRS & DOL Regulations
- Compliance & Audit Support
- RFP Development & Vendor Management
- Issue Resolution & Escalation Management
- Microsoft Office Suite
- Training & Documentation Development
- Cross-Functional Collaboration
Timeline
Client Integration Analyst
Empower
09.2024 - Current
Bilingual Manager
Empower
12.2020 - 09.2024
Team Lead
Empower
11.2019 - 12.2020
Bilingual Retirement Representative
Empower
08.2018 - 11.2019
Plan Manager
Employees Retirement System of Texas
03.2015 - 07.2018
High School Diploma -
Mount Pleasant High School