Heather Dailey
Saratoga Springs,UT
Summary
Professional client relationship specialist with strong focus on team collaboration and achieving results. Adept at managing client expectations, fostering long-term partnerships, and delivering impactful solutions. Skilled in communication, conflict resolution, and adapting to changing needs, ensuring reliability and trust. Recognized for strategic thinking and results-driven approach that aligns with business objectives.
Overview
12
12
years of professional experience
Work History
Client Relationship Manager
National Benefit Services
10.2020 - Current
- Served as primary point-of-contact for questions or concerns from clients during ongoing projects.
- Developed strong rapport with clients through consistent follow-up and attention to detail.
- Oversee a variety of compliance tasks relating to ERISA retirement plans.
- Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
- Improved customer satisfaction rates by providing tailored solutions to meet individual client needs.
- Understand and ensure retirement plans, meet all regulatory and compliance requirements as established by the IRS and DOL.
- Analyzed client feedback to identify areas for improvement and implemented changes accordingly.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Collaborated with internal teams to resolve client issues quickly and efficiently.
- Streamlined processes for managing client interactions, leading to improved response times and higher levels of satisfaction.
- Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
Team Lead - Subject Matter Expert
National Benefit Services
03.2015 - 10.2020
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Review loans, hardships, QDRO's, and distributions for accuracy and completion before final approval.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Devised and implemented processes and procedures to streamline operations.
- Collected, arranged, and input information into database system.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Track communication, documents and data of all transactions.
- Support client relationship managers in performing regulatory compliance functions.
- Reconcile monthly plan statements for any discrepancies.
- Maintain an understanding of applicable rules, regulations, and policies governing retirement plans.
- Manage multiple tasks, projects, and deadlines at the same time.
- Identified key performance indicators and guided team members on refining procedures to improve outcomes.
Appraisal Review Coordinator
WJ Bradley Mortgage Capital
05.2013 - 01.2015
- Review and compare appraisal report with assessment tools to determine the accuracy and completeness of appraisal reports.
- Provided timely and accurate status updates to project stakeholders, maintaining transparency and strong lines of communication throughout the review process.
- Monitor daily workflow for appraisal review requests.
- Implemented best practices in document management systems to ensure accuracy, consistency, and accessibility of all critical files.
- Assist with inquires, notifications and escalations of appraisal review requests.
- Transfer information from reports to order management systems.
- Establish and maintain relationships with clients and vendors through effective communication, timely resolution of concerns and anticipation of needs.
- Monitor shared email folder and address all incoming emails.
- Ensure service levels are met by communicating with clients and vendors via phone and email.
- Note all contacts and actions through vendor management systems.
Education
Some College (No Degree) - Advertising And Design
Utah Career College
Skills
- Detail-Oriented
- Problem-Solving
- Decision Making
- Customer Complaint Resolution
- Verbal and Written Communication
- Operating Procedures and Policies
- Internal and External Communications
- Relationship Building and Management
- Documentation and Reporting
- Client needs assessment
Timeline
Client Relationship Manager
National Benefit Services
10.2020 - Current
Team Lead - Subject Matter Expert
National Benefit Services
03.2015 - 10.2020
Appraisal Review Coordinator
WJ Bradley Mortgage Capital
05.2013 - 01.2015
Some College (No Degree) - Advertising And Design
Utah Career College
Similar Profiles
Jacob GoodrichJacob Goodrich
Accounting Clerk at National Benefit ServicesAccounting Clerk at National Benefit Services
Melinda (Mindi) BillsMelinda (Mindi) Bills
Retirement Operations Manager at National Benefit ServicesRetirement Operations Manager at National Benefit Services
Paige ShumwayPaige Shumway
Team Lead at National Benefit ServicesTeam Lead at National Benefit Services