Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline

LOURDES ROBLES

El Paso,TX

Summary

I am an experienced customer service representative, ensuring client needs are met promptly. I utilize problem-solving skills to address and resolve inquiries effectively while maintaining positive client experience through attention to detail and consistent service quality. I am familiar with the 401K product, its rules and regulations.



Overview

6
6
years of professional experience
1
1
Certification

Work History

Retirement Service Representative – PST

ADP Inc.
05.2023 - Current
  • Assist Participants with: Final distributions, In-Service Withdrawal
  • Assist participants with enrollments
  • Assist participants with login issues
  • Assist with final distributions; calculate any taxes or loans applicable
  • Assist with ISW; calculate any taxes
  • Explain investment options to participants
  • Generate transaction history reports to go over with participants
  • Request loans on PSW
  • Set up or modify contributions
  • Submit SmartForms for transactions such as final distribution for participants with missing DOT, permissible withdrawal, fraud reporting, etc
  • Walk participants through hardship/rollover/in service withdrawal forms
  • Assist participants creating SBDAs
  • Deescalate calls with participants
  • Work with FA’s in assisting participants allocate investments
  • Reach out to Participants for follow ups
  • Go over and explain Plan Highlights, Participants Fee Disclosures, and SPD with participants
  • Consult PES for restrictions on sources available for withdrawal
  • Check RS Utility Dashboard for pending enrollments

Retirement Services Registered Representative – SIMPLE IRA

ADP Inc.
07.2021 - 04.2023
  • Answer incoming calls, including transfers and conferences, to assist plan administrators with their SIMPLE IRA plans
  • Assist with sale support for new SIMPLE IRA plans
  • Assist with clients’ inquiries about implementation, conversions, and terminations
  • Assist payroll reps when facing questions about deductions, reversed payrolls, and setting up new SRA’s with clients
  • Work closely with the accounts receivable department to make sure client’s accounts are up to date
  • Work the SIMPLE IRA aging report to keep outstanding invoices to a minimum and decrease bad debt expense
  • Established professional relationship with district manager while assisting them in accomplishing sales objectives
  • Deescalate client when encountering issues with their plans, either at the implementation level or once the plan is established

Associate Accounts Receivable Representative

ADP Inc.
11.2018 - 07.2021
  • Handled transferred clients from different departments to support in resolving client billing requests or issues
  • Made outbound calls to clients to bring billing issues to resolution
  • Met or exceeded phone metrics and SLAs
  • Completed assigned Invoice to Cash responsibilities and worked cases accurately within required timelines
  • Analyzed and researched client requests for solution
  • Provided exceptional service with each interaction to ensure client satisfaction and retention
  • Compiled and created aging reports to work with the SIMPLE IRA department
  • Supported all departments for resolution of simple inquiries and escalations
  • Resolved simple Accounts Receivable disputes
  • Participated in organizational initiatives including BPI and continuous improvement
  • Formatted data files and correspondences for distribution to clients

Education

Bachelor of Business Administration -

University of Texas at El Paso, El Paso, Texas
05.2005

Associates of Arts - undefined

El Paso Community College, El Paso, Texas
07.2003

Skills

  • Customer support
  • Customer relations
  • Database maintenance
  • Organization
  • Documentation
  • Prioritization
  • Critical thinking

Accomplishments

  • Customer Relations - Earned highest marks for participant satisfaction
  • Documented and resolved participant issues which led to client satisfaction and retention.

Certification

FINRA licenses: SIE, Series 6, and Series 63

Languages

Spanish
Native or Bilingual

Timeline

Retirement Service Representative – PST - ADP Inc.
05.2023 - Current
Retirement Services Registered Representative – SIMPLE IRA - ADP Inc.
07.2021 - 04.2023
Associate Accounts Receivable Representative - ADP Inc.
11.2018 - 07.2021
El Paso Community College - Associates of Arts,
University of Texas at El Paso - Bachelor of Business Administration,

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