Davon'e Walker

Managed a caseload of noncustodial parents (NCPs), including individuals impacted by incarceration and/or death by identifying barriers and connecting participants with community resources, employment services, and supplemental support programs. Assessed client needs, developed partnerships with employers and community organizations by offering and receiving resources. Educating NCPs and stakeholders on program requirements, monitored participant engagement and compliance, analyzed case information, maintained accurate state records, and prepared legal documentation under attorney supervision. Resolved customer concerns and ensured compliance with state policies and procedures to support positive case outcomes.

Process and reconcile daily child support payments via state systems. Collaborate with enforcement workers to resolve non-custodial parent suspensions. Submit account corrections for Baltimore City OCS, validating requests within 48 hours of supervisor approval. Reduce stale-dated check totals through case maintenance, recipient verification, and reissuance/voiding. Process all voided check requests. Audit child support cases and financial records for compliance; identify discrepancies and submit adjustments as needed.

Connected clients with financial solutions through consultative conversations, educating them on account services, retirement plan features, and available products aligned with their financial goals. Managed administration of employer-sponsored retirement plans, including 401(k), 403(b), pension, and profit-sharing plans, while serving as a primary contact for plan sponsors, participants, financial advisors, and internal stakeholders. Processed enrollments, contributions, distributions, rollovers, loans, hardship withdrawals, beneficiary updates, and account maintenance with accuracy and compliance. Guided clients through plan rules, eligibility requirements, and documentation processes while resolving complex requests with efficiency and follow-through. Ensured compliance with ERISA, IRS, and Department of Labor regulations while maintaining plan records and supporting compliance testing. Collaborated with payroll, operations, and recordkeeping teams to reconcile discrepancies, improve processes, and maintain data integrity. Utilized client service platforms and retirement plan systems to manage accounts, resolve issues, and support client retention.

Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences. Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.