Diane Walker

Responsible for maing sure employee's receives their last check per the state requirement

• Demonstrate an excellent level of proactive client focus and teamwork with clients, advisors, CPAs, and internal partners
• Point of contact for terminating defined contribution plans administration
• After plan termination engagement letter is signed, carry out all remaining annual compliance testing, final contribution calculations, and governmental forms filings
• Ensure timely review and delivery of final administration and tax filings while updating workflow system
• Develop technical skills to become a subject matter expert in regulatory and industry practices specifically related to plan terminations
• Track upcoming deadlines and follow up with clients consistently for data or additional information
• Become familiar with and help develop and maintain the Plan Termination Team processes and reporting procedures
• Actively participate with the rest of the Plan Termination Team to develop, communicate and train on Definiti policy and procedures to ensure a uniform plan termination process for all clients as much as possible

• Assists and supports clients with Payroll processing questions and issues via chat
• Troubleshoots payroll issues with clients such as: direct deposit reversals, payroll adjustments, voided payrolls, amended tax returns, wage and hour reporting, deductions and benefits, assist with account setup for banking, employees and account administrator
• Conducts research and follow-ups as needed
• Creating custom reports, processing tax amendments, company setup, and troubleshooting
• Works with internal teams to resolve complex issues regarding the payroll, taxes, Time and Attendance, Workers Compensation, or the General Ledger
• Adding State Tax jurisdictions, Locals, and Local Services
• Navigating through desktop support tools and multiple systems to develop and maintain the ability to support the client

• Handling customer inquiries and resolving service concerns
• Primary support includes reviewing billing, updating a policy for items not requiring a license, and ensuring our customer is routed to the appropriate department
• Active listening, showing interest, compassion and displaying empathy for the customer
• Complete customer's requests accurately to ensure getting it right the first time
• Demonstrate accuracy in processing changes to customer policies based on the information provided
• Identify opportunities requiring a transfer to a licensed representative, or other departments
• Ensure first call resolution and customer satisfaction on all transactions
• Support customer document delivery and clearly explain customer actions required by the customer to complete follow-up documents

• Resolving billing questions
• Offering promotional deals to fit the customers' needs and budget
• Coaching and development with new trainees
• Call quality and monitoring (side by sides)
• Answer inbound calls escalated calls, retain customers, and train new hires
• Monitor trainees' performance and progress during and after launch training to evaluate core competencies, determine knowledge/performance gaps, and share feedback with Senior Management
• Delivery and presentation of training modules related to management, soft skills, enhanced communications, customer service skills, problem solving, dealing with difficult people or other custom designed training enhancement modules