Nitish Kumar

In my role as Group Leader, I oversee three products: 529 plans, certificates, and qualified plans (401K and 403B). I play a pivotal role in managing and optimizing our contact centre operations, with a primary focus on ensuring exceptional customer service, efficient call handling, and team performance. Responsibilities include providing coaching and corrective action as necessary, determining and communicating goals, targets, and deadlines to team members, and implementing continuous improvement initiatives to enhance service quality.

Additionally, I facilitate training sessions for agents to keep them updated on financial products. I prepare reports for management, actively seek innovative ideas through lean methodologies to improve performance and reduce inefficiencies, and stay abreast of financial industry trends and standards, ensuring compliance with regulations set forth by FINRA, SEC, and other regulatory bodies.

Client satisfaction is prioritized through prompt responses and effective solutions. I handle complex issues that agents are unable to resolve independently, collaborating closely with the Workforce Management (WFM) team on budgeting and prospectus matters.

As a Back Office Leader, I oversaw and managed all aspects of our back-office operations while leading the service delivery licensing team. This role demands strong leadership skills, meticulous attention to detail, and the ability to effectively manage a team to ensure operational excellence.

Key Responsibilities:

• Manage and supervise daily back-office operations.
• Develop and implement efficient procedures for day-to-day activities.
• Ensure compliance with company policies and procedures.
• Monitor and analyses operational performance metrics.
• Train, mentor, and coach team members to enhance their skills and productivity.
• Collaborate with other teams to streamline processes and improve efficiency.
• Resolve escalated issues from financial advisors, CSU, and the risk team.
• Conduct regular performance evaluations and provide feedback to team members.
• Maintain accurate records and prepare reports as needed.
• Stay updated on industry trends (FINRA, SEC, and Fed) and best practices.

• Mentor, train & supervise licensing and compliance team of nine professionals
• Trainer and mentor for FINRA SIE and series 6 exam
• Taking care of risk & PCC incident and providing potential solution
• Attending & contributing to UAT testing calls on BOTs functioning for team
• Conducting audit & share feedbacks with employees
• Coordinating between management and team members
• Preparing monthly employee productivity dashboard, team performance, AHT,
• Achieving SLA, roster, shrinkage and year end performance review

Annuities Claims

I was processing Death claims request for beneficiaries with different
settlement options (i.e. internal, external, lump sum, spousal and etc.) This
includes liquidating variable Annuities which work like MF and fixed Annuity.
I worked on both the qualified Plans (IRA) and non-qualified plans

Insurance New Business

Mediating between underwriters and advisors, processing new business insurance requests from clients, and performing initial reviews of submissions for completeness, accuracy, and appropriateness.

Audited and processed invoices for various expenses such as airfare, visa expenses, meals, lodging, and home loan expenses on behalf of clients including Pfizer, Amex, Black Rock, Micron, and KPMG.