Summary
Overview
Work History
Education
Skills
Timeline
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Shantia Wiggins-Terry

Detroit,OR

Summary

Dedicated Associate with extensive experience in customer service and IRA knowledge, demonstrated at Raymond James where I excelled in regulatory compliance and client-driven solutions. Skilled in mortgage processes and effective communication, I have a proven track record of enhancing client satisfaction receiving a Customer Service Award from Rocket Mortgage and firm acknowledgment from Raymond James.

Overview

12
12
years of professional experience

Work History

Retirement Plan Associate

Raymond James
03.2023 - Current
  • Answer and respond to phone and email inquires regarding client's IRA's
  • Accurately diagnoses issues and provide client driven solutions that meet IRS regulations
  • Interpret IRA rules and regulations by applying retirement knowledge
  • Accurately calculate and distributes state withholding payments
  • Determine proper course of action and provide guidance to branch personnel for corrections request.
  • Accurately process IRA transactions (distributions, rollovers, conversions, transfers)
  • Conduct audits of account activities to ensure transactions meet regulatory compliance

Solutions Analyst

Rocket Mortgage
11.2020 - 09.2022
  • Effectively communicate underwriting requirements to clients
  • Review and assess loans for lending risk
  • Effectively communicate with third party vendors (title and appraisal) company to continue
  • Review client provided documents to confirm loan eligibility are met

Verification of Employment Specialist

Rocket Mortgage
08.2019 - 11.2020
  • Contact employers to verify client's employment status via phone, email, fax, and/or third party employment website
  • Process incoming employment verification
  • Communicate client's employment changes to underwriting


PSE Sales and Service/Distribution Clerk

United Stated Postal Service
05.2016 - 08.2019
  • Complete sales of stamps and other retail products via computerized system
  • Explain postal products and services to customers
  • Rent and distribute mail to post office boxes
  • Sort and distribute incoming and outgoing mail
  • Process and forward returned main to senders or new address
  • Complete cash deposits

Customer Service Representative

MedImpact/Aerotek Staffing
11.2013 - 04.2014
  • Perform all duties necessary to process prescription benefits
  • Reviewed prescription benefits with plan member, doctors, and pharmacist
  • Create prior authorizations for specialty medications
  • Handled escalated customer calls effectively
  • Provide medication alternative cover by customer prescription benefits


Client Care Specialist

Quicken Loans/Aerotek Staffing
02.2013 - 08.2013
  • Review client application and provided documents for accuracy
  • Consult with client regarding loan needs
  • Maintain contact with client from initial underwriting to closing

Education

Associate of Applied Science - General Business

Schoolcraft College
Livonia, MI
05-2025

Certificate For Small Business & Entrepreneurship

Schoolcraft College
Livonia, MI
05-2024

Skills

  • Customer Service
  • Mortgage knowledge
  • IRA knowledge
  • Communication skills

Timeline

Retirement Plan Associate

Raymond James
03.2023 - Current

Solutions Analyst

Rocket Mortgage
11.2020 - 09.2022

Verification of Employment Specialist

Rocket Mortgage
08.2019 - 11.2020

PSE Sales and Service/Distribution Clerk

United Stated Postal Service
05.2016 - 08.2019

Customer Service Representative

MedImpact/Aerotek Staffing
11.2013 - 04.2014

Client Care Specialist

Quicken Loans/Aerotek Staffing
02.2013 - 08.2013

Associate of Applied Science - General Business

Schoolcraft College

Certificate For Small Business & Entrepreneurship

Schoolcraft College

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