VICTOR A. ORTEGA
Albuquerque,NM
Overview
11
11
years of professional experience
Work History
MANAGING DIRECTOR
FIDELITY INVESTMENTS
12.2020 - Current
- Cultivated and managed high-impact client relationships, serving as a strategic partner to Plan Sponsors and consistently earning trust up to the C-suite level; contributed to a 25% year-over-year increase in client retention and satisfaction scores.
- Led the resolution of complex plan issues, including operational defects and plan corrections, ensuring 100% compliance with ERISA regulations while reducing plan discrepancies by 30% through proactive oversight and communication.
- Provided hands-on guidance for Plan Sponsors, including PSW navigation, contribution inquiries, and plan literature support empowering clients with tools and education that boosted self-service usage by 40%.
- Collaborated cross-functionally with Fidelity teams, building strong internal partnerships that streamlined issue resolution and improved service delivery times by 20%, while enhancing the client experience.
- Demonstrated a commitment to service excellence, serving as a trusted advisor and point of escalation for plan administration issues resulting in a 95% client satisfaction rating and multiple commendations from senior leadership.
WORKPLACE PLANNING & GUIDANCE CONSULTANT I
FIDELITY INVESTMENTS
05.2016 - 12.2020
- Delivered strategic financial consultations via phone and video platforms to a dedicated portfolio of clients, averaging 50+ personalized sessions weekly, while consistently exceeding quality and satisfaction benchmarks.
- Guided clients through complex retirement planning, investment strategies, and multi-account consolidations resulting in improved client confidence and a 20% uptick in long-term engagement with advisory services.
- Resolved operational issues swiftly and accurately, while educating clients on financial tools and wellness planning resources contributing to a 92% resolution rate on first contact and increased self-service adoption.
- Partnered closely with internal operations, compliance, and product teams to ensure seamless service aligned with firm-wide standards, reducing client onboarding and transition times by 18%.
- Cultivated lasting, trust-based relationships with both individual clients and plan sponsors, becoming a go-to advisor and achieving top-quartile Net Promoter Scores (NPS) within my team.
FINANCIAL ASSOCIATE II
FIDELITY INVESTMENTS
01.2014 - 05.2016
- Guided 50-70 inbound callers daily with expert advice on retirement planning, including 401(k) loans, rollovers, and withdrawals maintaining a 95%+ customer satisfaction rating through clarity, empathy, and speed.
- Processed over 150 retirement transactions weekly including hardship withdrawals and loan disbursements while ensuring 100% compliance with ERISA regulations and internal quality benchmarks.
- Delivered personalized financial education by simplifying complex investment strategies, helping an average of 15 clients weekly identify tax-advantaged savings options and company-matching opportunities.
- Resolved client issues across multiple systems (e.g., Workday, NetBenefits, internal CRM) with a first-call resolution rate of 88%, routinely exceeding team performance benchmarks.
- Collaborated with team leads to identify common client pain points, contributing to process improvements that reduced call volume related to account access by 20% over a three-month period.
Timeline
MANAGING DIRECTOR
FIDELITY INVESTMENTS
12.2020 - Current
WORKPLACE PLANNING & GUIDANCE CONSULTANT I
FIDELITY INVESTMENTS
05.2016 - 12.2020
FINANCIAL ASSOCIATE II
FIDELITY INVESTMENTS
01.2014 - 05.2016
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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