Brooke Eggleston
Columbus,OH
Summary
Detail-oriented and client-focused financial services professional with over three years of experience supporting retirement plan participants and ensuring accurate transaction processing in high-volume, regulated environments. Proven ability to communicate complex financial information clearly and empathetically, resolve issues efficiently, and support process improvements. Eager to grow within a financial planning firm and pursue financial advising.
Overview
4
4
years of professional experience
Work History
Financial Services Specialist- Quality Control
Nationwide Retirement Solutions
02.2024 - Current
- Continue responsibilities from prior role with increased leadership and ownership.
- Investigate potential fraud and unusual account activity using internal reports and tools.
- Serve as team lead on system updates: training team members and facilitating adoption of new processes.
- Assist third-party administrators with locating and verifying plan fee information.
Financial Analyst – Quality Control
Nationwide Retirement Solutions
04.2022 - 02.2024
- Reviewed and validated retirement account disbursements to ensure accuracy and compliance.
- Reconciled daily transactions and maintained financial reporting standards across systems.
- Represented the team in interdepartmental meetings to align operations and mitigate risk.
- Contributed to procedural updates, documentation, and cross-functional projects to enhance service quality.
- Provided guidance to service center representatives as needed.
Customer Service Representative – Retirement Plans
Nationwide Retirement Solutions
05.2021 - 04.2022
- Delivered high-quality support to participants across high-profile retirement plans in a fast-paced call center.
- Maintained performance metrics including call resolution time, customer satisfaction scores, and compliance standards.
- Educated customers on retirement plan rules, investment options, and transactions.
- Assisted with entering exchanges and effectively communicated fund restrictions, recent performance, and market timing information.
- Navigated multiple systems to verify account details and document interactions in real time
- Identified several cases of fraudulent activity and prevented unauthorized account access.
- Proposed a change to the call-routing system that was later implemented to reduce participant wait times.
- Communicated across multiple teams to resolve issues for participants.
Education
Bachelor of Science - Finance
The Ohio State University
Columbus, OH05-2021
High School Diploma -
Canal Winchester High School
Canal Winchester05-2017
Skills
- Client Service & Relationship Management
- De-escalation
- Retirement Plan Knowledge (401(k), 457, etc)
- Financial Transactions & Compliance
- Fraud Prevention & Risk Analysis
- Process Improvement & Documentation
- Verbal & Written Communication
- Microsoft Excel, Powerpoint
- Cross-Functional Collaboration
- Quick to Grasp New Concepts
Licenses and Designations
- Series 6 License
- Fellow, Secure Retirement Institute (FSRI) Designation
Timeline
Financial Services Specialist- Quality Control
Nationwide Retirement Solutions
02.2024 - Current
Financial Analyst – Quality Control
Nationwide Retirement Solutions
04.2022 - 02.2024
Customer Service Representative – Retirement Plans
Nationwide Retirement Solutions
05.2021 - 04.2022
Bachelor of Science - Finance
The Ohio State University
High School Diploma -
Canal Winchester High School
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