ERIN T. COLLINS
North East,MD
Summary
Results-driven Retirement Services Leader with over 20 years of defined contribution experience. Specializes in managing TPA and advisor relationships, enhancing client service, and driving business retention. Recognized for resolving complex issues and fostering strategic partnerships through cross-functional leadership and operational enhancements.
Overview
1
1
Certification
21
21
years of professional experience
Work History
Director, Client Services
EMPOWER
07.2025 - Current
- Oversee Plan Advisor Relationship Managers, providing strategic advisor support on plan pricing, investment solutions, and plan health reviews to enhance client satisfaction.
- Lead a 15-member domestic and Manila-based client service team supporting plan sponsors, TPAs, and financial advisors.
- Work directly with TPA firm owners and senior leaders to remove service barriers, address retention risks, and make Empower easier to do business with.
- Partner with internal teams to resolve escalations, streamline enrollment workflows, and enhance service programs, improving overall client experience.
- Serve as trusted escalation resource for Sales leaders, TPA Directors, and Vice Presidents; coordinated resolution of complex service and operational issues impacting key TPA relationships.
- Help build Manila team capabilities through hiring, coaching, and talent development.
- Helped develop and deliver SECURE 2.0 automatic enrollment webinars for TPA partners, reaching 250-500 attendees.
Senior Manager
EMPOWER
11.2021 - 07.2025
- Led a year-long service recovery effort during the MassMutual migration, partnering with a TPA Director and holding weekly meetings with Paragon's owner to resolve service, plan setup, and workflow issues; resolved outstanding issues and ended the need for recurring escalation meetings.
- Enhanced business retention and service quality through targeted process improvements, policy changes, and effective cross-functional issue resolution.
- Led 12-person team, established service performance measures, coached employees, and implemented initiatives that enhanced client experience.
Senior Client Service Manager
EMPOWER
11.2014 - 11.2021
- Managed portfolio of 275,300 retirement plans, fostering relationships with TPAs, advisors, and plan sponsors to ensure client satisfaction.
- Resolved complex client issues and delivered partner training while coordinating internal teams to enhance service quality and support retention.
- Recognized with CSM of the Quarter (2016, 2017) and Client Service Platinum Service Award (2019).
Relationship Manager
JOHN HANCOCK
08.2013 - 07.2014
- Managed 401(k) relationships with clients, TPAs, and brokers across NY, NJ, and southern CT to ensure satisfaction and retention.
- Managed client relationships across John Hancock insurance and retirement service channels.
- Partnered with wholesalers and sales leaders to identify business opportunities and support existing relationships; conducted education, enrollment, and due diligence meetings to enhance client understanding.
- Advised clients on account options, policy details, and service requests.
- Coordinated issue resolution with internal teams and external partners.
Plan Termination Consultant
JOHN HANCOCK
12.2010 - 08.2013
- Built relationships with TPAs and brokers, supported plan termination and rollover education, and earned multiple production-leader awards.
- Advised John Hancock clients on insurance and retirement plan options.
- Reviewed client accounts for accuracy and policy compliance.
- Coordinated service requests with John Hancock operations teams.
Rollover Education Specialist
JOHN HANCOCK
04.2010 - 12.2010
- Educated 401(k) participants on distribution options and IRA products, enhancing understanding and supporting asset retention.
- Delivered training on John Hancock policies, procedures, and product updates.
- Developed education materials for John Hancock insurance and retirement programs.
- Coordinated learning sessions for internal teams and client support staff.
Investment Specialist
MERRILL LYNCH
11.2009 - 03.2010
- Supported Merrill Lynch advisors with client account servicing and investment inquiries.
- Reviewed portfolio allocations for asset mix and account suitability.
- Assisted brokerage clients and advisors in resolving account issues and servicing inquiries, enhancing client satisfaction.
- Prepared trade tickets and processed securities transactions under compliance guidelines.
Employee Education Consultant / Participant Service Representative
MERCER HUMAN RESOURCE SERVICES
10.2005 - 12.2008
- Advised clients on education benefit policies at Mercer Human Resource Services.
- Coordinated enrollment support for education reimbursement and service eligibility questions.
- Facilitated retirement education and enrollment meetings, guiding participants through plan transactions and addressing benefits inquiries.
- Interpreted program guidelines for employees, dependents, and tuition assistance requests.
Education
Bachelor of Science - Business Administration
Bryant University
Smithfield, RISkills
- Defined Contribution / 401(k)
- Strategic TPA & Advisor Relationships
- Business Retention
- Service Transformation
- Cross-Functional Collaboration
- Executive Escalations
- Partner Education
- Team Leadership
Certification
FINRA Series 6
Timeline
Director, Client Services
EMPOWER
07.2025 - Current
Senior Manager
EMPOWER
11.2021 - 07.2025
Senior Client Service Manager
EMPOWER
11.2014 - 11.2021
Relationship Manager
JOHN HANCOCK
08.2013 - 07.2014
Plan Termination Consultant
JOHN HANCOCK
12.2010 - 08.2013
Rollover Education Specialist
JOHN HANCOCK
04.2010 - 12.2010
Investment Specialist
MERRILL LYNCH
11.2009 - 03.2010
Employee Education Consultant / Participant Service Representative
MERCER HUMAN RESOURCE SERVICES
10.2005 - 12.2008
Bachelor of Science - Business Administration
Bryant University