Treva Siler

Efficient and motivated professional with 10+ years in a fast-paced call center with the focus on customer service and accurately processing benefits to ensure customer satisfaction. Adept at handling 60+ calls daily while consistently resolving customers issues smoothly and quickly. Familiar with case management, conflict resolution and possess a positive attitude. I am organized and detailed orientated with a strong ability to meet goals and exceed deadlines while handling multiple projects simultaneously with a high degree of accuracy. Seeking to apply the case management experience, strong organizational skills, attention to detail and problem-solving expertise to benefit the WI CAPS Hybrid Core Market DB Team where I can add an instant value as a trusted team member.

• Effective Communication
• Quality Assurance
• Analytical and Critical thinking
• Adaptability
• Strong Team player
• Willingness to learn

• Fidelity Investments, Durham, NC, WI Operations Defined Benefits Loan, 04/2024, present, Currently auditing and verifying the accuracy of Pension records to ensure accuracy regarding Pension benefit payments., Highlighting any discrepancies and anomalies in the Pension records and other documents., Processing inquires via XTRAC, Continuing to learn the many aspects of pension calculations and how they are processed
• Fidelity Investments, Durham, NC, Financial Representative 401K, 01/2023, present, Managing large amounts of inbound calls daily in a timely manner while protecting the client and fidelity., Identifying the customers' needs, clarify information, research every issue, and provide a solution that meets the customers' expectations., Assist customers with their Employer sponsored 401K plans, enrollment, loans, withdrawals, and other aspects of the plan per the Plan rules., Uncover additional needs for other business units such as Quality and RISK, Proficient with Fidelity tools: FocusPoint, Xtrac, HOBS, DBCS, DC workstation, Net Benefits, Agentbot, Sidekick and ABL., Review Sidekick data daily to make sure that I continue not only meeting but exceeding my daily metrics., Show sensitivity to customer emotions and effectively defuse potential customer concerns.
• Fidelity Investments, Durham, NC, Survivor Services Case manager, 2016, 2022, Primary Case manager for over 200 active client cases., Align with the customers to show empathy and be their main POC during their difficult time., Effectively and efficiently managed assigned cases while also being able to support my peers., Worked with other business units within Fidelity to Ensure timely, accurate and complete service plans which include, DC, DB, H&I, Life Insurance., Proactively solve problems and initiate process improvement ideas., Explained complex scenarios to customers in a simplified approach., Consistently meet and exceed customer centric key performance indicators and SLAs., Worked independently and positively contribute to a team environment., Collaborated with teams to resolve issues and minimize delays.
• Fidelity Investments, Durham, NC, Financial Associate I - Multi Product, 2010, 2016, Assist with Inbound calls., Provide exceptional customer service to participants while going over calculations, explaining pension plan information, Health Benefit's and setting up Retirement Benefit Coordinators and initiating their Pension benefits., Served as a subject matter expert in HW/DB benefits., Worked under minimal supervision while responsible for assignments that ranged from basic Net benefits processing to complex HOBS deep dives, query issues and complex benefits issues., Ability to multitask between company systems: Focus Point, HOBS, and DBCS effectively while trouble shooting browser maintenance for members.