India LaPrade
Upper Marlboro,MD
Summary
Results-driven professional with 15+ years of experience in the finance and government sector. Excels in customer service and possesses extensive knowledge in finance and retirement benefits. Proficient in written, verbal, and interpersonal communication, effectively engaging with clients and colleagues. A proven team player adept at handling sensitive information and thriving under pressure in fast-paced environments.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Retirement Analyst
District of Columbia Retirement Board
01.2019 - Current
- Provides retirement estimates and other retirement-related calculations
- Processing over1000 new retirees, survivors, and beneficiaries onto the annuity payroll
- Serves as a back-up for Senior Retirement Analyst handling complex retirement calculations and urgent matters
- Confirms eligibility to receive coverage (health or life) as a retired member or survivor by reviewing retirement information packet from employing agency and completes the document required to transition their health coverage
- Reviews requests for changes to health benefits and life insurance coverage ensuring that the correct election forms are submitted by the member
- Processed over500 employee requests for refund of employee contributions
- Quarterly reconciles the discrepancies report provided by the health benefit carriers (CLER reporting) – federal plans only
- Processed over1000 Health Open Enrollment request annually
- Draft and properly distribute letters to beneficiaries for debts not reclaimed during the death reporting
- Recorded over1200 member and survivor deaths
- Forward reclamation reports to Office of Personal Management to reclaim monies received after date of death
- Performs User Testing of changes to FileNet, STAR and other electronic systems
- Analyze member retirement issues and provide problem resolution within48 business hours to active and retired members, survivors, beneficiaries, and others
- Interpret Summary Plan provisions and department policies to respond to telephone, fax, and electronic inquiries from active and retired members, survivors, beneficiaries, and others
- Responsible for navigating multiple systems applications
- Complete participant transactions as required using internet applications or manual procedures as required, including tax updates, health care changes, direct deposit changes, change of addresses, contact updates, Power of Attorney updates, notification of deaths, and other member changes related to their annuity
- Capture and document member feedback; receives, resolves, and routes complaints as defined by Department policies, procedures, and guidelines
- Draft original member correspondence related to the specific issue of the member
- Responsible for current knowledge of the defined benefit retirement plan provisions and administration systems, how to retrieve and interpret participant account and plan data as well as other existing applications
- Interacted with over500 members via phone, email, and face to face interactions
- Responsible for contacting DCRB health care providers to make appropriate updates for members
- Updated over1000 members applications for PII related information
- Responsible for quality control of beneficiary forms received for processing
Electronic Communication Specialist
State Department Federal Credit Union
05.2016 - 01.2020
- Supported the Electronic Communication team by processing email correspondence received from members and internal staff
- Followed-up with members through email or by phone
- Performed research activities as appropriate to resolve member’s concerns
- Responsible for responding to members within24-48 hours
- Responsible for updating/developing email templates for frequent questions
- Interacted with member’s over4,000 emails
- Make product and/or service recommendations to enhance the member’s financial portfolio
- Referred over2,000 new products and/or services to members
- Built and maintain relationships with member’s and vendors through email correspondence
- Identify, report, and document internal operational issues
- Assisted with new hire training
- Responsible for documenting incoming emails daily for monthly reporting
- Scheduled and coordinated meetings and appointments using Microsoft Outlook for supervisors and managers
- Prepared memos, emails, and templates
- Prepared daily, weekly, monthly, and quarterly reports using Microsoft Excel for management
- Coordinated inventory orders and orders office supplies
- Conducted communications audits to identify areas of improvement and develop targeted action plans.
- Led corporate rebranding initiatives, successfully positioning the company as an industry leader within a competitive marketplace.
- Trained employees on effective communication techniques, improving overall team performance and collaboration.
Personal Banker/Business Advocate
Wells Fargo
04.2011 - 05.2016
- Responsible for performing banking duties and overseeing financial activities for500 business accounts
- Interacted with business customers by assessing their financial needs and identifying solutions
- Provided expert advice to business customers regarding Wells Fargo services
- Developed and maintained relationship with Wells Fargo partners and maximized sales opportunities
- Conducted daily appointments with prospects and customers
- Exceeded daily sales goals
- Processed daily accounts transactions, deposits, withdrawals, account transfers, Processed international and domestic wires
- Performed periodic budgeting/ modeling to project monthly cash requirements
- Managed customer’s financial portfolios, consisting of home/car loans, checking, savings and business accounts
- Responded to incoming calls, emails and other messages from customers and giving answers and solutions
- Developed and maintained training manuals for new hires
- Responsible for preparing daily sales tracking reports for personal bankers
- Worked as a liaison for communications between Wells Fargo Bank and other financial institutions
- Conducted research for a variety of data related to acquisition of new products
- Greeted customers, potential customers, vendors, and Executives
- Sorted and distributed incoming mail to appropriate departments
- Acquired $1 million dollars in new loans for business and consumer
- Maintained discretion when dealing with sensitive information
- Served as a point of contact for all deliveries and outgoing mail
- Liaison for point of contact for all communication with external financial institutions
- Planned and organized budget activities to meet legal and regulatory requirements
- Conducted research for a variety of data related to acquisition of new products
- Responded to public inquires made using email and phone communication as appropriate
Education
Associate of Science - Business Administration
Prince Georges Community College
05.2018
Bachelor of Science - Business Management
Strayer University
12.2016
Skills
- Microsoft Office: Word, PowerPoint, Excel, Access, Publisher, and Outlook
- Applications: Adobe Acrobat Reader70, Adobe Acrobat Reader, Corel Quattro Pro, Successware, Paperless, Proforma, Episys,, Evolve, Star Station, FileNet, and PeopleSoft
- Accounting Systems: QuickBooks Pro, Peachtree Sage50, Paychex, Aberfile Accounting, Traverse, Elite Enterprise, Axium, Provantage and Sergenti
- Analytical thinking
- Time management
- Data Driven
- Skilled collaborator
- Strategic planner
Certification
- Email Etiquette (State Department Federal Credit Union2016)
- Business Writing: Letters and Emails (State Department Federal Credit Union2016)
- Project Management (State Department Federal Credit Union2016)
- Business Writing (State Department Federal Credit Union2016)
- Exceeding Customer Expectations (State Department Federal Credit Union2016)
- Meeting Customer Needs with Teamwork (State Department Federal Credit Union2017)
- How Adults Learn (State Department Federal Credit Union2017)
- Effective Business Writing (Skills Path Workshop2017)
- Professional in Human Resources (District of Columbia Government2023)
- Civil Service Retirement System Offset Retirement (Office of Personal Management2023)
Timeline
Retirement Analyst
District of Columbia Retirement Board
01.2019 - Current
Electronic Communication Specialist
State Department Federal Credit Union
05.2016 - 01.2020
Personal Banker/Business Advocate
Wells Fargo
04.2011 - 05.2016
Associate of Science - Business Administration
Prince Georges Community College
Bachelor of Science - Business Management
Strayer University
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