Joshua Wilcox
Independence,KY
Overview
18
18
years of professional experience
Work History
Senior Ops Control At Risk Client Support
Fidelity Investments
Covington, KY
10.2022 - Current
- Leadership Support for the At-Risk Client Team
- Took on Training Lead for New Hires into At-Risk, as well as Covered Upskilling in At-Risk. This extended into working with Fidelity wide At-Risk Quarterly trainings with L&D.
- Transitioned to working as a Coaching Senior, in which I help with skill/technical coaching for 1 hour each month, work on 2 QC's for each associate, and provide any relevant feedback.
At-Risk Client Support Consultant
Fidelity
11.2016 - 10.2022
- Diminished Capacity/Financial Exploitation case review
- Helped creat the Covered Team with At-Risk, which directly works with Covered Clients.
Client Experience Analyst
Fidelity
04.2012 - 11.2016
- Reviewed participant interactions through call reviews, escalation analysis, and audits
- Partnered with Service Delivery Consultants to measure and improve RIS results at a site level and nationally
- Pulled and posted calls for escalation review and supplied feedback to managers when applicable.
Retirement Benefits Coordinating Group
Fidelity
10.2010 - 03.2012
- Service customers through the full process of retirement (DB, DC, HW)
- Worked as a team lead for Guidance/Asset Retention and for Spaces/Voice of the Associate.
CSS DB/DC Master Team Associate
Fidelity
10.2007 - 10.2010
- Serviced customer calls in reference to 401k/Pension plans
- Served as backup for Manager in April 2009.
CSS DB Associate
Fidelity
02.2007 - 09.2007
CSS DC Associate
Fidelity
11.2006 - 01.2007
Education
Bachelor of Arts, Business Minor -
Cumberland College
Williamsburg, KY05-2002
Skills
- Leadership
- Coaching
- Communication/Presentation
- Risk Mitigation
- Training - Development/Facilitation
- Case/Quality reviews
- Service/Client Focused Delivery
- Curiosity to Learn
- Series 63, 66, 6, 7, 9, & 10 Licensed
Timeline
Senior Ops Control At Risk Client Support
Fidelity Investments
10.2022 - Current
At-Risk Client Support Consultant
Fidelity
11.2016 - 10.2022
Client Experience Analyst
Fidelity
04.2012 - 11.2016
Retirement Benefits Coordinating Group
Fidelity
10.2010 - 03.2012
CSS DB/DC Master Team Associate
Fidelity
10.2007 - 10.2010
CSS DB Associate
Fidelity
02.2007 - 09.2007
CSS DC Associate
Fidelity
11.2006 - 01.2007
Bachelor of Arts, Business Minor -
Cumberland College