Nicole L. Martin

• Proactive support for the life cycle of each application, ensuring service standards are being met
• Primary point of contact for escalations, resolution review, and ability to find unique resolutions catering to both the FP and client experience
• Keep strong rapport and build relationships with our field partners and internal team members
• Provide training and support to team members and field partners that are efficient and timely
• Facilitate administration of external vendors in procuring requirements for applications such as sensitive information regarding labs, telephone interviews, and personal health histories
• Prioritize and complete cases between a multitude of systems including Resonant, AWD, several vendor websites, emails, calls, and Teams messages while maintaining a Day 1 completion rate

• Obtained Securities licenses 6 & 26 (not active) March 2023
• Reviewed mutual fund and fixed/variable annuity business for compliance with firm policy and regulatory standards
• Assessed risks to make informed decisions
• Ensured fair, honest, and equitable treatment of clients through thorough review processes
• Initiated and led Tech group to implement efficiencies by sharing tips and tricks for streamlined review processes

• Provided training and guidance to new and veteran advisors with onboarding paperwork requirements and account opening processes for Fidelity and Charles Schwab
• Daily support for TAN RIA platform with onboarding new accounts and advisors
• Developed standard operating procedures for various processes, enhancing consistency and efficiency in operations
• Established service level agreements for daily tasks
• Implemented improvements in Salesforce Business to Business and SharePoint document management, streamlining access and organization of information
• Established rapport with TAN teams and Fidelity/Schwab teams to create a consistent experience for advisors and clients
• Contributed to TAN Intranet project development and maintained document retention and content on SharePoint site, ensuring up-to-date resources for team members
• Engaged with Charles Schwab and Fidelity Wealthscape platforms to enhance client service operations.

• Real-Time Analyst of inbound calls and off-phone work management to meet and maintain goal of 80% Service Level, answering calls within 45 seconds with an 80% consistency rate
• Provided advanced knowledge and expert case consultation for procedures and complex cases
• Assisted team in achieving Dalbar award for 2020 by developing, coaching and mentoring team members with various tools and guides to achieve the goal
• Mentored and coached all Core Operations team members to strengthen their performance to reach individual and team goals
• Developed rapport and trust with team members, cultivating a network across Thrivent to facilitate task accomplishment for core operations
• Exemplified adaptability and big picture thinking through leadership of team initiatives

• Led team to enhance client satisfaction through quality financial service delivery.
• Guided clients in understanding insurance and investment options to align with their financial goals.
• Instructed clients on retirement planning and investment strategies, enabling informed decision-making regarding their financial futures.
• Partnered with financial advisors to create tailored solutions that addressed client needs.
• Coordinated comprehensive training sessions for new team members on company policies to ensure compliance and effectiveness.
• Facilitated inter-departmental communication to align services and streamline client support.
• Partnered with team members to improve customer service processes, resulting in higher client satisfaction.
• Demonstrated progression from customer care professional to team lead over four years.

• Maintained average entry time of less than 2 minutes per application which reset the standard goals for the entire team
• Assisted in teaching and sharing efficiency to complete work and document in SOPs
• Data Entry in LOS, Datacap and experience in Lotus Notes
• Commended for efficiency and accuracy
• Worked independently and in small groups
• Led several continuous improvement initiatives with success

• Executed accurate data entries into banking systems, ensuring data integrity.
• Confirmed customer information for completeness and accuracy, enhancing data reliability.
• Maintained organized digital records for easy retrieval.