Ericka D. Stone
Cordova
Summary
Bachelor’s Degree – Human Services | Excellent Customer Services Skills | | Management | Proficient Project Management Skills ____________________________________________________ Professional with a Bachelor’s Degree in Human Services, possessing exceptional interpersonal skills coupled with Management and strong analytical skills, seeking a position that will allow for progressive growth and opportunity, while also allowing utilization of client management skills and expertise to serve a mutual interest and provide the opportunity of advancement through hard work. ___________________________________________________
Overview
9
9
years of professional experience
1
1
Certification
Work History
Client Service Representative
John Hancock
12.2023 - Current
- Managed a diverse portfolio of clients, providing personalized attention and expert guidance to plan administrators on managing their 401K Retirement Plan.
- Focused on retention of existing clients by developing and maintaining client satisfaction through relationship building.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Increased customer retention rates through personalized follow-ups and timely resolution of concerns.
- Collaborated with Third Party Administrator's, Advisors and Internal Compliance Department to successfully complete 5500 filing, Annual ACP/ADP, 402g, and 415 Testing.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
Client Relationship Manager
Human Interest
03.2023 - 12.2023
- Act as the single point of contact for plan sponsors within an assigned book of business.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
- Communicate plan features and requirements in a clear, concise and informative manner.
- Assist clients with meeting all IRS and Department of Labor regulations as well as assist clients with meeting IRS and DOL deadlines necessary for qualified retirement plan.
- Worked cross functionally to provide compliant and accurate valuation reports, participant statements, trust accounting, and annual testing and reporting as applicable.
Senior Registered Foreign/Business Accounts Associate
RAYMOND JAMES
05.2015 - 03.2022
- Assist with the verification process of the Client Identification Program (CIP) and process necessary account opening documents provided that they are in accordance with know your customer (KYC), USA Patriot Act and the Bank Secrecy Act (BSA) standards related to business and foreign accounts
- Support Strong communications; review all account information for accuracy and investigate and correct errors by proactively collaborating with advisors and other operational groups
- Maintained spreadsheets for daily keying reports and daily operations
- Appointed to help with multiple transitions which brought in more than $13million in new business
- Ensured compliance to FINRA regulations and Standards
Retirement Services Representative
MASSMUTUAL
08.2015 - 05.2018
- Understands client needs, identifies root causes of problems and implements pragmatic solutions, Engage in meaningful conversations with participants in regards to their salary deferral contributions, investment options, and consolidation options
- Processed complex transactions such as loans, withdrawals, and investment changes within the participant’s portfolio
- Communicated ideas and process improvement suggestions to senior leadership that lead to successfully change within the department
- Assisted with leading a QA performance project to retrieve and analyze root causes of performance gaps and other QA problems
- Consistently surpassed aggressive sales targets by assisting clients with rolling funds in from their ira and company sponsored plans
- Coached new personnel to function effectively in the capacity of 401(K).
Education
MASTER OF BUSINESS ADMINISTRATION -
UNION UNIVERSTIY
MEMPHIS, TNGraduate Certificate - Liberal Arts And General Studies
University of Memphis
Memphis08.2017
Bachelor of Science Degree - Human Services
UNIVERSITY OF MEMPHIS
MEMPHIS, TN05.2015
Skills
- Quality Assurance Policies
- Exceptional Customer Service
- Software Systems
- Document Review
- Customer Satisfaction
- Excel Spreadsheet Functions
- Knowledge of Laws applicable to Finra, BSA, 401K, and Patriot Act
- Advanced Critical Thinking
- Excellent Verbal & Verbal Communication Skills
- Exceptional Analytical and Troubleshooting Abilities
- Advanced Financial Services Experience
- Client Service Management
- 5500 Experience
- Compliance Experience
- SQL Experience
Certification
Series 6
Timeline
Client Service Representative
John Hancock
12.2023 - Current
Client Relationship Manager
Human Interest
03.2023 - 12.2023
Retirement Services Representative
MASSMUTUAL
08.2015 - 05.2018
Senior Registered Foreign/Business Accounts Associate
RAYMOND JAMES
05.2015 - 03.2022
MASTER OF BUSINESS ADMINISTRATION -
UNION UNIVERSTIY
Graduate Certificate - Liberal Arts And General Studies
University of Memphis
Bachelor of Science Degree - Human Services
UNIVERSITY OF MEMPHIS
Similar Profiles
Whitney GibsonWhitney Gibson
CNA at John HancockCNA at John Hancock
Austin HaleAustin Hale
Retirement Consultant at John HancockRetirement Consultant at John Hancock
Akhilesh ReddyAkhilesh Reddy
Salesforce Engineer at John HancockSalesforce Engineer at John Hancock
Jonathan ThomasJonathan Thomas
Retirement Advice Product Manager at John HancockRetirement Advice Product Manager at John Hancock
Preston HolmesPreston Holmes
Administrative Assistant- Student Worker at University of Memphis College of EducationAdministrative Assistant- Student Worker at University of Memphis College of Education