Nina Hill

Temporary placement via Innova solutions June 2023-May 2024; to be hired full time by BNY Mellon as of May 2024.

• Utilized active listening skills to identify customer needs and provide appropriate solutions.
• Coordinated with operations staff to resolve service problems and boost client satisfaction.
• Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer calls and emails to answer questions about products and services.
• Maintained accurate record-keeping with proactive attention to client information updates.
• Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
• Educated clients on account services and resolved client inquiries regarding statement information and account balances.
• Maintained and managed customer files and databases.
• Communicated with clients regarding account services, statements, and balances.
• Collaborated with other departments to develop ways to increase customer satisfaction.
• Met customer call guidelines for service levels, handle time and productivity.
• Delivered exceptional customer service by actively listening to concerns and promptly addressing them.

• Responsible for the management, compliance and coordination of employee 401k benefits
• Maintain advanced knowledge of defined contribution plans
• Leads special projects as needed
• Prepare and process retirement benefit payments
• Assist in determining benefits eligibility
• Clearly articulate processes and provide clarity of all plan details
• Identifying, monitoring and correcting processes and procedures impacting employee benefit’s
• Processing million dollar accounts
• Problem solving and managed client escalation’s.