Latoya Hicks
Maplewood,MN
Summary
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
15
15
years of professional experience
Work History
Investment Operations Analyst
U.S. Bancorp Wealth Management
09.2016 - Current
- Provided educational resources to clients, enabling them to make more informed decisions about their investments and overall financial health.
- Improved team productivity by implementing effective time-management strategies and prioritizing tasks according to urgency.
- Provides quality support to investment clients and other internal partners by responding to and resolving issues, submitting and researching requests, and replying to compliance questions associated with operational processing of investment related products and services.
- Supports all investment operations’ procedures and acts as liaison between clients and back office staff while also engaging front office representatives when appropriate. Isolates and identifies source of problems for clients.
- Provides timely resolution to issues to adhere to regulatory requirements and service level agreements. Follows up with internal or external customers ensuring problem resolution.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Solely responsible for managing approximately 15 or more survivors option applications monthly.
Underwriting Support Specialist
Zurich American Insurance/RCIS
01.2014 - 09.2016
- Perform data entry of policy applications, written agreements, production reports, acreage reports, and documents pertaining to crop insurance
- Managed approximately 20 or more adjustors with questions regarding crop insurance processes and accurate completion of crop insurance forms
- Maintain a friendly and service-driven work environment, in a timely and consistent manner
- Perform other duties as assigned
- Achieved high customer satisfaction rates by promptly responding to inquiries regarding coverage eligibility, policy terms, pricing options, and other related topics.
- Improved customer satisfaction with prompt response times and accurate policy documentation.
- Supported regulatory reporting requirements by accurately compiling and submitting relevant underwriting data within specified timeframes.
- Continuously sought opportunities for professional development within the underwriting field, staying up-to-date on industry trends and best practices to maintain a competitive edge.
Customer Sales/Service Representative
Wells Fargo Bank
01.2013 - 01.2014
- Provide excellent customer service in all customer interactions
- Respond to and resolve escalated customer inquiries and problems pertaining to consumer deposit and lending accounts
- Provide customers with personal financial counseling and lending services in order to discover opportunities to assist customers to be financially successful
- Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets
- Offered knowledgeable insight into available products and services as well as competitor activities to help consumers make informed decisions.
- Navigated multiple computer systems expertly to handle customers' sales and service needs.
Administrative Assistant 2
RCIS, CAST Group
01.2011 - 01.2013
- Provided administrative support to the Office Claims Department and offsite staff of Regional Claims Managers along with their Area Claims Supervisors
- Performed support duties including: emails, reports, calendars, minutes for conference calls, travel requests, supply orders and Concur expense reports
- Collected and compile data to update and deliver reports - Create and publish organizational charts and PowerPoint documents
- Supplied the claims analytics department with coverage on reviewing and processes expenses and financials reports
- Provided assistance with processing on-boarding or off-boarding of personnel and with record retention
- Assisted with audits required by the Compliance Department and the Federal Government
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Banker Coach
Wells Fargo Consumer Phone Bank
01.2010 - 01.2011
- Handled all customer requests and provided excellent customer service
- Assisted team lead with administrative help as needed
- Responsible for coaching new Phone Bankers in their development
- Demonstrated effective management skills
- Responsible for providing accurate information to customers and new bankers on base on bank regulations
- Trained and mentored 25 new personnel hired to fulfill various roles.
Education
Diploma - Administrative Assistant Program
Minneapolis Business College
Roseville, MN05.2004
Skills
- Microsoft Office
- Word
- Proficient in Excel
- PowerPoint
- Multitasking
- Operational Efficiency
- Analytical Thinking
- Staff Training
Timeline
Investment Operations Analyst
U.S. Bancorp Wealth Management
09.2016 - Current
Underwriting Support Specialist
Zurich American Insurance/RCIS
01.2014 - 09.2016
Customer Sales/Service Representative
Wells Fargo Bank
01.2013 - 01.2014
Administrative Assistant 2
RCIS, CAST Group
01.2011 - 01.2013
Banker Coach
Wells Fargo Consumer Phone Bank
01.2010 - 01.2011
Diploma - Administrative Assistant Program
Minneapolis Business College
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