Summary
Work History
Education
Skills
Languages
Languages
Timeline
Generic

Monica DosSantos

Providence,RI

Summary

Lead Record-Keeper with 20 years’ experience in financial investment and retirement planning industries. Master of Business Administration with accounting concentration. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Work History

Lead Record-Keeper // Promotion

Voya Financial
Braintree, MA
2022 - Current
  • Training, coaching, and mentoring junior recordkeepers.
  • Responding to client requests for information and resolving client administrative or service problems.
  • Processing and ensuring that all transactions to complete plan valuations, such as contributions, loans, forfeitures, and earnings allocations, are processed according to the company's and client's standard processes.
  • Ensuring accurate reconciliation between plan balances and trust balances by conducting daily balancing, adjustment analysis, and analyzing transaction types.
  • Coordinating omnibus fund purchases and sales with third-party fund companies.
  • Participating in client meetings and/or conference calls. Maintaining trustee relationships.
  • Facilitating effective communication between clients and internal teams regarding plan design issues, trust reconciliation issues, payroll consultation, and other services.
  • Reviewing DDA items daily, cleared them promptly with accurate target dates and user notes, enhancing clarity.

Senior Record-Keeper // Promotion

Voya Financial
Braintree, MA
2018 - 2022
  • Responded to client requests for information.
  • Resolved client administrative or service problems.
  • Ensured that all transactions are processed according to the company's and the client's standards. Processed transactions to complete plan valuation, such as contributions, loans, and earnings allocations. Formatted and loaded data efficiently.
  • Reconciled trust accounting and recordkeeping system on a plan level.
  • Conducted daily balancing and adjustment analysis to reconcile plan balances with trust balances.
  • Participated actively in client meetings and conference calls.
  • Reviewed DDA items daily, cleared them promptly with accurate target dates and user notes, enhancing clarity.

RecordKeeper

Voya Financial
Braintree, MA
2011 - 2018
  • Responded to client requests for information.
  • Solved customer issues regarding administrative or service concerns
  • Ensured all payroll transactions were processed according to the company's and client's standards.
  • Provided information to customer service agents and supervisors regarding processed transactions on customer account.
  • Ensured all transactions were processed according to the company's and client's standards.
  • Participated in client meetings and/or conference calls, maintained trustee relationships, and discussed plan design issues, trust reconciliation issues, payroll consultation, and other services with clients.

Participant Accountant

Voya Financial
Braintree, MA
2006 - 2011
  • Maintained knowledge of current industry trends related to 401, 403, 457 and defined benefit pension plans.
  • Provided support and information to customer service representatives regarding participant accounts and specific plan features
  • Formatted and generated various reports for clients and internal use
  • Identified various types of transactions, including loans, withdrawals, contributions, and earnings allocations. Collaborated with cross-functional teams to ensure accurate processing of all transactions.
  • Processed requests for reissuing stale dated checks
  • Reviewed hardship applications and provided recommendations to the board of trustees regarding approval or denial, following plan guidelines and regulations.

Bilingual Customer Service Representative

Voya Financial
Braintree, MA
2003 - 2006
  • Responded to caller inquiries and provided information regarding specific plan features.
  • Processed literature requests and escalated complex inquiries when necessary.
  • Recorded and verified participant transactions in a timely manner, either processing requests or forwarding them to the relevant parties
  • Counseled participants about the nature of products.
  • Captured callers' information on customer management system.
  • Served as translator for Spanish callers, providing translation services to representatives, advice team, and management.

Education

Master of Business Administration - Accounting

University of Phoenix
Braintree, MA
06.2010

Bachelor of Science in Business Administration -

Mount Ida College
Newton, MA
05.2003

Skills

  • Omni 52
  • Data Entry
  • Omni 74
  • Teamwork and Collaboration
  • Problem-Solving
  • Task Manager
  • Reconciling accounts
  • Written Communication
  • Sponsor Web
  • Data Analysis
  • Payroll Preparation and Processing
  • Analytical Skills
  • Research abilities
  • Computer Skills (Excel, Outlook, internet explorer, Power Point)

Languages

  • Fluent in English
  • Cape Verdean Creole
  • Portuguese
  • Spanish

Languages

Spanish
Professional
Portuguese
Professional
Cape Verdean Creole
Native/ Bilingual
English
Professional

Timeline

Master of Business Administration - Accounting

University of Phoenix

Bachelor of Science in Business Administration -

Mount Ida College

Lead Record-Keeper // Promotion

Voya Financial
2022 - Current

Senior Record-Keeper // Promotion

Voya Financial
2018 - 2022

RecordKeeper

Voya Financial
2011 - 2018

Participant Accountant

Voya Financial
2006 - 2011

Bilingual Customer Service Representative

Voya Financial
2003 - 2006

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Monica DosSantos