Summary
Overview
Work History
Education
Skills
Timeline
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Sandra L. Wagner

Abingdon,Maryland

Summary

Experienced Client Relations professional with over 17 years of experience in the financial industry. Excellent reputation for resolving problems and improving customer satisfaction.

Overview

18
18
years of professional experience

Work History

Retirement As A Service Senior Specialist

FIS Global
08.2021 - Current
  • Manage and maintain a Book of Business consisting of over 30 of T. Rowe Price's Retirement Plan clients- several of which are considered Key accounts.
  • Process, quality review, and reconcile payment activities related to contributions and loan payments for Retirement Plan Services.
  • Maintain daily oversight of incoming cash flows including wire transfers, check management, such as check issuance, special handling, and stop/reissues, ACH initiation and returns.
  • Monitor workflow deadlines and escalate concerns by providing updates to both management and peers.
  • Perform consistently in self-directed work environment, managing day-to-day operations and decisions.
  • Show initiative, urgency and persistence in getting work accomplished.
  • Subject Matter Expert who works collaboratively with others to resolve client service issues; providing coaching to teammates regarding technical issues and assist with escalated situations to deliver solutions that meet or exceed client expectations.
  • Liaison for the department by educating others on banking related processes and issues, bridging gaps between groups within and outside of the organization. Able to listen closely to views and ideas of others, and using open and respectful communications, build solid working relationships with team members, management, and plan sponsors.
  • Foster lasting relationships with plan clients through effective communication and quick response, resulting in long-term loyalty of established client base.
  • Retain high-value clients by providing exceptional support and personalized service.

Retirement Plan Services Client Transactions Specialist

T. Rowe Price
03.2019 - 08.2021
  • Reviewed and processed complex and/or high dollar plan level transactions- such as 401k retirement plan contributions, maintenance, and loan repayments.
  • Communicated with Plan Coordinators on issues and/or concerns directly impacting their plans; researched and implemented preventative measures to minimize similar errors going forward.
  • Identified plan-specific processing inefficiencies and areas of improvements, providing ideas to peers, plan coordinators, and management.
  • Exceeded departmental standards for quality and productivity.
  • Performed quality review and high dollar approvals of transactions processed by team members to ensure compliance with plan rules and service standards.
  • Identified and acted on complex trends, coaching team members through adjustment correction processes.
  • On-boarded new team members; acting as a resource to all transactions teams for processing guidance and support.

College Savings Processing Specialist

T. Rowe Price
03.2007 - 03.2019
  • Processed bi/monthly payroll deductions/contributions for University of Alaska and Maryland State Employees.
  • Processed transfer of funds between Education Trust of Alaska retail accounts and University of Alaska Scholarship accounts.
  • Processed approximately 70 client requests such as contributions, distributions, rollovers, and account maintenance daily -all within established guidelines to manage and mitigate potential risk to the client and the firm.
  • Provided daily reporting to the banking department advising of college savings plan distributions processed via ACH to University of Alaska.
  • Quality reviewed processed items for accuracy; providing feedback to both peers and management on trends and possible processing gaps.
  • Selected as Lead Trainer of the college savings plans, supporting the coaching and development of my fellow peers, providing materials and job aids.
  • Supported continuous improvement initiatives by proactively identifying areas for process enhancements and recommending changes.
  • Developed and implemented training to college savings team members based on those changes.
  • Designated as content editor for College Savings' procedure guides, collaborating with my co-workers, gathering feedback, and submitting requests for policy clarification in effort to ensure that policies in place were accurate and up to date.
  • Member of the Policy Clarification team; responsible for identifying updates to existing policies, created new procedures, and streamlined practices between all plans.
  • Consistently met and exceeded departmental goals earning several awards for Peak Performer and Customer Focus.
  • Consistently contributed to the success of the College Savings department; being recognized as Team MVP and earning numerous Inspire awards from my peers and Management.

Education

Bachelor of Science - Elementary Education

Towson University
Towson, MD

Skills

  • Remote Communication, Collaboration, and Support: Zoom, Microsoft (Teams, SharePoint, OneDrive), Microsoft Office, Outlook, and Phone
  • Organization
  • Teamwork and Collaboration
  • Critical Thinking
  • Task Prioritization

Timeline

Retirement As A Service Senior Specialist

FIS Global
08.2021 - Current

Retirement Plan Services Client Transactions Specialist

T. Rowe Price
03.2019 - 08.2021

College Savings Processing Specialist

T. Rowe Price
03.2007 - 03.2019

Bachelor of Science - Elementary Education

Towson University

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