Colleen Blanchard

· Played a key role in the development and launching of a new chat service that enabled customers to securely access personal account information, improving the overall customer experience.

· Partnered with compliance to develop and implement processes for secure delivery of personal account information.

· Trained domestic and international chat representatives on processes, procedures, and customer service standards.

· Collaborated with new clients during implementation to develop customized chat and email templates to meet communication needs.

· Worked closely with cross-functional teams to ensure client communications were accurate and compliant.

· Currently providing inbound customer support for retirement plan inquiries, assisting customers with account questions, transactions, and guidance on plan features with clarity and professionalism.

· Managed a team of customer service associates for both telephone and email channels.

· Served as the on-site late-night manager and primary escalation point, providing guidance and support for complex customer issues.

· Provided ongoing coaching and direction to associates to ensure high-quality customer service.

· Conducted annual employee performance reviews, giving structured feedback to support employee development.

· Helped establish and develop a new email team, creating processes for customer correspondence. Created and maintained email templates for all lines of business. Partnered with implementation teams to customize templates during new client onboarding. Worked with compliance and legal teams to ensure communications met regulatory and IRS requirements.

· Developed and implemented standardized manuals, procedures, and communication guidelines for the company’s new email customer service team.

· Trained new associates on processes, procedures, systems, and communication standards

· Partnered regularly with cross-functional teams to craft and refine customer responses, ensuring accuracy and compliance with regulatory standards.

· Provided telephone-based customer service and processed a variety of retirement plan transactions.

· Assisted customers with transaction inquiries and provided clear, professional guidance.

· Played a key role in the launch and opening of the Voya customer contact center in Lewiston, Maine. Assisted with setting up systems and operational processes for the new center.