Musu Kemokai
Charlotte,NC
Summary
Tenured Operations Specialist with 15+ years of experience in Retirement Services, specializing in the administration, transactional processing, and compliance of employer-sponsored retirement plans. Demonstrated expertise in handling contributions, distributions, rollovers, and reconciliations while ensuring strict adherence to IRS and DOL regulations.
Overview
25
25
years of professional experience
Work History
Senior Retirement Services Specialist
American Trust
10.2022 - Current
- Process contributions, loan payments, rollovers, and distributions in a high-volume, deadline-driven environment
- Handle complex account corrections and adjustments with accuracy and compliance
- Collaborate with Client Service Managers to resolve escalated plan sponsor inquiries
- Manage special payroll and processing requests through Salesforce
- Identify process inefficiencies and contribute to the implementation of operational improvements
Senior Agency Support Specialist
Allstate Insurance Company
03.2019 - 10.2022
- Provided expert support to insurance agents via chat and email, applying knowledge of underwriting guidelines and state regulations
- Processed policy changes and ensured compliance with legal and regulatory standards
- Analyzed policy data to determine appropriate coverage solutions
- Resolved complex inquiries requiring advanced analytical skills
- Partnered with leadership to identify and implement process improvements
Administrative Specialist
ABC Financial Services
02.2016 - 04.2018
- Delivered high-quality client service related to billing, memberships, and account management
- Processed payments, refunds, and account updates, including auto-draft scheduling
- Managed incoming mail and internal documentation systems
- Participated in team performance reviews and operational discussions
Reservation Specialist
Enterprise Holdings, Inc.
11.2014 - 02.2016
- Managed reservation requests, ensuring accuracy in data entry and customer information
- Educated customers on rates, availability, and promotions to support booking decisions
- Processed reservation changes, cancellations, and upgrades in compliance with policies
- Resolved post-stay billing discrepancies in coordination with finance teams
Business Analyst
Enterprise Iron, Inc.
11.2007 - 12.2012
- Collaborated with cross-functional teams to develop and enhance policies for excess contribution refunds (e.g., 402(g), 415)
- Served as a subject matter expert in business requirements, process design, and implementation
- Supported organizational change initiatives and process standardization across teams
Problem Resolution Specialist
Citigroup
11.2006 - 10.2007
- Supported over 1,000 retirement plans as a primary contact for plan administrators
- Researched and resolved complex operational issues efficiently
- Contributed to continuous improvement initiatives and process enhancements
Contribution Processor
Citigroup
10.2004 - 11.2006
- Processed high-volume, time-sensitive 401(k) contributions with accuracy
- Investigated and resolved balance discrepancies
- Maintained compliance with special handling procedures and client requirements
- Collaborated with account managers to resolve outstanding issues
Reconciliation Analyst
Citigroup
01.2001 - 10.2004
- Reconciled daily cash receipts from lockboxes, wires, and ACH transactions
- Ensured accurate application of contributions to retirement accounts in Omni
- Maintained detailed financial records and reporting documentation
- Responded to internal inquiries and supported special projects
Education
Business Administration
DeVry University
North Brunswick, NJSkills
- Microsoft Office Suite (Advanced Excel)
- Salesforce CRM
- Relius Recordkeeping System
- Omni System
Timeline
Senior Retirement Services Specialist
American Trust
10.2022 - Current
Senior Agency Support Specialist
Allstate Insurance Company
03.2019 - 10.2022
Administrative Specialist
ABC Financial Services
02.2016 - 04.2018
Reservation Specialist
Enterprise Holdings, Inc.
11.2014 - 02.2016
Business Analyst
Enterprise Iron, Inc.
11.2007 - 12.2012
Problem Resolution Specialist
Citigroup
11.2006 - 10.2007
Contribution Processor
Citigroup
10.2004 - 11.2006
Reconciliation Analyst
Citigroup
01.2001 - 10.2004
Business Administration
DeVry University
CORE COMPETENCIES
- Retirement Plan Administration (401(k), Loans, Distributions, Rollovers, etc.)
- Transaction Processing & Reconciliation
- Compliance & Audit Support (IRS/DOL Regulations)
- Client & Participant Support
- Process Improvement & Operational Efficiency
- Data Analysis & Reporting
- CRM & Recordkeeping Systems (Salesforce, Relius, Omni)
- Advanced Microsoft Excel & MS Office Suite