Melissa L. Dunbar
VOYA FINANCIAL
Indianapolis
38
years of professional experience
Detail-oriented Mortgage Professional with over 27 years of experience in financial services. Skilled in resolving transaction discrepancies and managing multiple projects under tight deadlines. Strong organizational abilities and a commitment to continuous professional development enhance team collaboration and drive results.
Work History
Implementation Consultant
1 Year- Primarily worked on OneAmerica plans that were moving outside of the migration. Once that was finalized, I then moved to the PTO Coverage Desk, where I covered Client Transition Managers (CTMs) who were out of the office. I addressed their questions and prepared documents for signature. Submitted request to have the Payroll Feedback file processed, updated instructions for payroll processing, added templates for those clients who were integrating payroll with an outside source. Guided client through initial funding contributions and managed communications during CTM absences.
- Led retirement plan implementation projects, coordinating client onboarding, data conversion, and go-live readiness.
- Managed benefit configuration requirements, ensuring accurate plan setup across recordkeeping and payroll systems.
- Reviewed conversion files and census data, resolving discrepancies before implementation milestones.
Transition Services Manager – Retirement Services
12 Years- Onboarded clients transferring their plans from other vendors to OneAmerica.
- Directed service operations supporting policy administration, claims inquiries, and customer issue resolution.
- Managed escalations, ensuring timely responses and consistent service quality across customer touchpoints.
- Coordinated cross-functional teams to resolve complex account and contract discrepancies.
Plan Services Consultant – Retirement Services
12 Years- Profit sharing, 401(k) and money purchase record-keeping; provided telephone support for small business clients; researched and resolved internal processing errors; prepared 5500 forms; calculated profit and loss; performed Top-Heavy calculations; reconciled annual and quarterly reports; prepared census data; interfaced with plan administrators, attorneys, and accountants on plan issues; processed terminations, loans, hardships, retirements, minimum distributions, death benefits, Qualified Domestic Relations Orders, and corrective distributions; enrolled participants; processed deposit allocations.
- Resolved policyholder inquiries regarding benefits, coverage, and claim status.
- Processed service requests with accuracy using insurance administration systems.
- Explained policy provisions and documentation requirements to members and agents.
Administration Specialist
1 Year- Processed 200-300 annuity applications and internal requests for over 30 sales representatives.
- Processed administrative requests, maintaining accurate records and supporting policy administration workflows.
- Coordinated correspondence and document routing to ensure timely completion of client service tasks.
- Reviewed account paperwork for completeness, correcting discrepancies before submission.
Sales Representative Assistant/closing Coordinator
2 Years- Coordinated communications and paperwork to facilitate loan processing; expedited closings to meet customers’ needs; resolved customer concerns resulting in customer satisfaction and loyalty; established rapport and maintained solid business relationships with customers, clients and associates in order to facilitate the closing process and business retention.
- Cultivated borrower relationships to identify mortgage needs and recommend suitable loan products.
- Analyzed credit profiles, income documentation, and property details to support accurate loan submissions.
- Guided clients through application requirements, disclosures, and closing procedures with clear communication.
Closing Secretary/Closing Assistant
9 Years- Created mortgage loan process documentation and calculated closing documents.
- Managed executive correspondence, routing inquiries and preparing professional communications for bank officers.
- Coordinated calendars, scheduled meetings, and organized conference materials for internal and external appointments.
- Maintained confidential records, ensuring accurate filing and secure handling of sensitive banking documents.
Education
Masters Degree - Business Administration
Bachelor Degree - Business Administration
Skills
Computer experience includes Windows 7; Microsoft Windows 10 and Microsoft Windows 11; Microsoft Word/Excel; Relius; PowerImage; Domino.doc; OMNI; Windows XP; and SalesForce
User acceptance testing
Software implementation
Client onboarding
Issue resolution
Customer support
Telephone and email etiquette
Highly proficient in Omni
Microsoft
Reporting and documentation
Implementation and configuration
Complex issue resolution
Client education needs
Attention to detail
Timeline
Implementation Consultant
VOYA FINANCIAL
01.2025 - 01.2026Read More
Transition Services Manager – Retirement Services
AMERICAN UNITED LIFE INSURANCE COMPANY
01.2012 - 01.2024Read More
Plan Services Consultant – Retirement Services
AMERICAN UNITED LIFE INSURANCE COMPANY
01.2000 - 01.2012Read More
Administration Specialist
VALIC
01.1999 - 01.2000Read More
Sales Representative Assistant/closing Coordinator
NORWEST MORTGAGE
01.1997 - 01.1999Read More
Closing Secretary/Closing Assistant
TERRE HAUTE FIRST NATIONAL BANK
01.1988 - 01.1997Read More
Indiana Wesleyan University
Bachelor Degree from Business Administration
Read More
Indiana Wesleyan University
Masters Degree from Business Administration
Read More