Jennifer Boles
Indianapolis
Summary
Dynamic ERISA Coordinator at Voya Financial with a proven track record in regulatory compliance and process improvement. Adept at performing compliance testing and Form 5500 preparation, I excel in fast-paced environments, leveraging strong analytical and communication skills to enhance client satisfaction and operational efficiency.
Overview
16
16
years of professional experience
Work History
ERISA Coordinator / Regulatory Services
Voya Financial/OneAmerica Financial
Indianapolis
02.2018 - Current
- Evaluated client-provided census data for correct testing details.
- Performed detailed compliance tests for retirement plans. Including but not limited to 403b plans, 414s testing, control group testing and Takeover plans.
- Completed allocations for clients at their request
- Completed Form 5500's for clients
Administration Team
OneAmerica Financial Partners
Indianapolis
11.2016 - 02.2018
- Responsible for researching and resolving participant inquiries and complaints
- Prioritize over 150 emails a day, in order to successfully serve our participants in a quick and accurate manner
- Assist current phone representatives with in-depth questions and problems
- Work with management on process improvement opportunities and support key initiatives within the department
- Serve on new software/process committees as a voice for the Administration Team members
- Knowledge in all positions of the administration team creating a flexible work environment
CSR
OneAmerica Financial Partners
Indianapolis
03.2015 - 11.2016
- Responsible for responding to telephone inquiries while meeting the required call metrics
- Provided information to participants regarding loan balances and account status, as well as requests for fund transfers, roll-overs and exchanges
- Handled PRT calls, sent requests for retirement calculations, death requests and estimates
- Provide detailed explanation of forms of payment available to participants based on the plan profile
- Provided leadership, shared related knowledge and assisted other team members handling escalated and or difficult calls
- Identified leads to the Internal Asset Retention team - Providing opportunities for OneAmerica to maintain relationships to possibly provide an OneAmerica IRA or Annuitizing their benefit
Customer Care Lead/Customer Care Rep
The Roomplace
Indianapolis
08.2013 - 12.2014
- Led office staff as well as trained new employees on skills needed to perform their jobs at the highest level of excellence
- Provided exceptional customer service by exhibiting great listening skills, being empathetic and taking ownership of the situation
- Created weekly and daily reports using Excel to analyze and improve operations
- Scheduled technician appointments through Oracle to service merchandise when appropriate
- Managed a cash drawer; taking cash, making change, processing all sales, accurately balancing the cash drawer and assisting in daily closing procedures
- Helped resolve customer complaints as well as provided process improvement to the office management
- Go-to resource for office procedures and customer service principles
Server
Steer In
Indianapolis
03.2009 - 11.2012
- Provided prompt and excellent customer service
- Utilized strong communication skills to enhance the customer experience
- Responsible for handling cash, cleaning up and preparing for daily service
- Adapted to change and displayed flexibility in completing duties necessary to the success of the establishment
Education
High School Diploma - Core 40
Scecina Memorial High School
Indianapolis, IN05.2008
Skills
- Omni
- Regulatory compliance
- Compliance testing
- Form preparation
- Email management
- Process improvement
- Time management
- Best practices implementation
- Goal setting
- Research and analysis
- Deadline adherence
- Teamwork and collaboration
- Adaptability
- Power Image
- Outlook
- Salesforce
- XP-VDI
- Proficient in Microsoft Office Suite
- Database Management
- Ability to multi task
- Detail-oriented
- Organized
- Self-starter
- Proficient math
- Accounting skills
- Analytical skills
- Strong communication skills
- Ability to work in a fast-pace high volume environment
- Ability to meet deadlines
- Ability to adapt to change
Timeline
ERISA Coordinator / Regulatory Services
Voya Financial/OneAmerica Financial
02.2018 - Current
Administration Team
OneAmerica Financial Partners
11.2016 - 02.2018
CSR
OneAmerica Financial Partners
03.2015 - 11.2016
Customer Care Lead/Customer Care Rep
The Roomplace
08.2013 - 12.2014
Server
Steer In
03.2009 - 11.2012
High School Diploma - Core 40
Scecina Memorial High School
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