Karen Miller
Bellevue,WA
Summary
Highly-driven Client Relationship Manager with strong background in meeting customer service, and business development objectives with over 20 years of experience in the Plan Administration field. Versed in Client Service assessments, Plan Administration procedures and ERISA regulatory guidelines. Demonstrated team player and contributor facilitating achievement of corporate goals, client satisfaction and effective client relation management. Results-oriented.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Client Relationship Manager
Professional Capital Services (PCS)
Philadelphia, PA
07.2021 - Current
- Manage client relationships for an approximate caseload of 150 Cash Balance and Fully Bundled Defined Contribution plans
- Managing the relationships between plan sponsors, advisors, partners, internal teams and management in the full administration relationship and maintenance of the plan administration.
- Received, responded to and resolved customer issues or complaints quickly, resulting in increased client satisfaction.
- Identified new business opportunities through research and analysis of client needs.
- Addressed inquiries from clients and department team members.
- Built customer confidence by actively listening to needs and concerns and providing appropriate solutions.
- Resolved complex issues between customers and internal teams in a timely manner.
- Maintained long-term, profitable relationships with clients through problem solving, issue resolution and recommendation of new products and services.
- Developed and maintained relationships with clients to ensure customer satisfaction.
- Participated in on going training sessions with staff members on topics related to client relationship management and served as a mentor on our team.
Consultant
NWPS
SEATTLE
10.2020 - 07.2021
- Perform all aspects of recordkeeping and non-discrimination testing using Relius Administration software, and prepare Form 5500 filings with ftwilliams software for assigned book of clients
- Collaborated with clients to develop action plans to address specific challenges and objectives.
Senior Pension Administrator
BLUESTAR RETIREMENT SERVICES
JACKSONVILLE, FL
01.2019 - 10.2020
- Perform all aspects of recordkeeping and non-discrimination testing using Relius Administration software, and prepare Form 5500 filings with ftwilliams software for assigned book of clients
- Majority of clients are 401(k) and Profit Sharing plans, New Comparability, and some DB/DC combo Cash Balance plans
- Mentor Administrators with compliance and client service items as needed
- Perform Peer review of Non-Discrimination Testing, Contribution Calculations, and 5500 filings
- Work with internal departments to research, determine corrections, and prepare processing instructions for variances with payroll files and plan provisions
- Manage relationships and expectations with assigned clients, advisors, plan sponsors and auditors in all aspects of plan administration.
Senior Pension Administrator
GUIDANT FINANCIAL
BELLEVUE, WA
04.2018 - 01.2019
- Provided all aspects of recordkeeping and non-discrimination testing using Relius Administration software and preparation of Form 5500 filings as assigned for clients
- Assisted in training and mentoring of Administrators in the understanding of plan administration processes and procedures
- Instructed a weekly class to review and prepare new administrators for the ASPPA RPF-2 exam
- Active in determining best practices for our administration team with leadership
- Active committee member on enhancing career development agenda and determined best practices for a quality v
- Quantity review of procedures.
Account Manager
LINCOLN FINANCIAL GROUP
FORT WAYNE, IN
01.2011 - 02.2018
- Provided a high quality of customer service to client base as well as monitoring the timely and accurate daily administration/processing of 80-403(b) retirement plans and 20-401(k) plans
- Managed projects for internal processes and external clients
- Provide assistance to plan sponsors and consultants, with the interpretation of their plan documents and plan design in order to adhere to the compliance regulations as well as database management
- Coordinated plan terminations and contract terminations and provide assistance to plan audits for annual audit requirements or DOL audit requests.
Account Manager
THE STANDARD
PORTLAND, OR
08.2008 - 06.2010
- Responsibilities through 6/2009 included all aspects of the Non-Discrimination testing and administration for plans using Relius Administration software and Microsoft Excel
- In June 2009, there was a reorganization and moved into a designated Account Manager position with a new assignment of 80+ 401(k) clients
- Provided a high quality of customer service including assistance to the plan sponsor in interpretation of their plan documents and plan design to adhere to the compliance regulations
- Prepared billing invoices, generated revenue, managed collection of accounts receivable, QDRO reviews, database management, coordinated plan contract terminations, approved distributions and loans, reviewed non-discrimination testing and IRS forms.
Account Manager
TRUSOURCE
ROCKFORD, IL
07.2007 - 07.2008
- Performed all aspects of the Non-Discrimination testing for 100+ Profit Sharing, Money Purchase, and self-trusteed pension plans
- Provided a high quality of client service and monitored the timely and accurate administration of their individual plans
- Generated revenue and controlled expenses for each assigned client
- Interpreted plan documents and plan design in order to adhere to the compliance regulations.
Pension Administrator
LINDSTROM, SORENSON & ASSOCIATES
ROCKFORD, IL
12.2004 - 07.2007
- Performed all aspects of the Non-Discrimination testing for 401(k), Profit Sharing plans
- Consulted and did plan design for new third party administration clients
- Managed conversion of newly transferred plans, including plan document restatement, and plan specifications set up into the Relius software system
- Maintained professional relationships with all parties involved with client assets and administration
- Provided assistance to plan sponsors in the interpretation of their current plan documents and the design of their retirement plan in order to adhere to the compliance regulations.
Pension Administrator/Account Manager
TRUSOURCE (fka CNA TRUST)
ROCKFORD, IL
05.2002 - 12.2004
- Performed all aspects of the Non-Discrimination testing for 160 Profit Sharing, Money Purchase, and self-trusteed pension plans.
Pension Administrator
RSM MCGLADREY, INC.
ROCKFORD, IL
11.2000 - 05.2002
- Performed Non-Discrimination testing for Daily Valuation 401(k) plans, and Traditional Profit Sharing and Money Purchase Pension Plans
- Provided a high quality of customer service to clients
- Trained new employees on the daily valuation of multiple mid-size company pension plans, which included processing payroll allocations, account distributions, database management, spreadsheet maintenance, and the processing of quarterly and year-end trust balancing portfolios.
Education
Qualified 401(k) Administrator -
ASPPA
12.2005
Associate of Arts -
Rock Valley College
05.1996
Relius for Administration + 5500’s, ftwilliams, MS Office Suite -
Skills
- Salesforce
- Presentation Development
- Client Service-Driven
- Problem-Solving Aptitude
- Relationship Building and Management
- Account Management
- Relationship Building
- Time Management
- Staff Training and Development
- Customer Complaint Resolution
Certification
- QKA
Timeline
Client Relationship Manager
Professional Capital Services (PCS)
07.2021 - Current
Consultant
NWPS
10.2020 - 07.2021
Senior Pension Administrator
BLUESTAR RETIREMENT SERVICES
01.2019 - 10.2020
Senior Pension Administrator
GUIDANT FINANCIAL
04.2018 - 01.2019
Account Manager
LINCOLN FINANCIAL GROUP
01.2011 - 02.2018
Account Manager
THE STANDARD
08.2008 - 06.2010
Account Manager
TRUSOURCE
07.2007 - 07.2008
Pension Administrator
LINDSTROM, SORENSON & ASSOCIATES
12.2004 - 07.2007
Pension Administrator/Account Manager
TRUSOURCE (fka CNA TRUST)
05.2002 - 12.2004
Pension Administrator
RSM MCGLADREY, INC.
11.2000 - 05.2002
Qualified 401(k) Administrator -
ASPPA
Associate of Arts -
Rock Valley College
Relius for Administration + 5500’s, ftwilliams, MS Office Suite -
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