ERICA VINSON
San Diego
Summary
Dynamic and client focused financial services professional with a proven track record in asset movement operations and technical support. Adept at managing high volume support queues across multiple channels, including phone, email, and ticketing systems, while ensuring timely and accurate issue resolution. Experienced in collaborating with cross-functional teams to address complex client needs, improve processes, and maintain compliance with risk management protocols. Known for providing superior service, sharing knowledge with peers, and serving as a trusted subject matter expert on key financial platforms. Committed to delivering innovative solutions and fostering a positive client experience through attention to detail and a proactive approach to problem solving.
Overview
14
14
years of professional experience
Work History
Asset Movement Specialist
Edelman Financial Engines
06.2023 - Current
- Process and execute money movement transactions, including ACH transfers, checks, and journals, through Schwab and Fidelity platforms for clients.
- Manage and maintain standing instructions for recurring incoming and outgoing transactions, including creating, editing, or canceling arrangements on clients accounts.
- Provide real-time support to planning teams via phone and email, resolving inquiries and troubleshooting issues related to money movement processes and account transactions.
- Ensure accuracy and compliance while handling high volume, time sensitive requests from internal stakeholders.
- Maintain a detailed understanding of platform features and regulatory requirements to facilitate seamless asset transfers and enhance client satisfaction.
Shared Services Support
Edelman Financial Engines
10.2017 - 06.2023
- Build and present/distribute training materials for our online advice tools and CRM platforms
- Coordinate with internal/external partners to meet client needs, expectations, and SLAʼs
- Manage several interfaces for support issues, chats, and tickets
- Guide colleagues and clients in utilizing our online tools
- Organize outgoing and incoming correspondence for clients regarding their support issues
- Facilitate, review, revise, manage, and formulate inbound and outbound chats, emails, and hard copy communications
- Maintain a professional relationship with internal and external partners
- Assist in meeting team goals for support tickets and email/chat queues
Loan Support Representative
Bridgecrest
07.2016 - 09.2017
- Handled a staggering amount of inbound calls for payments, repair issues, and loan modifications
- Facilitated new hire training
- Assessed all documents going to and from customers
Quality Assurance Analyst
GC Services; Apple
10.2014 - 07.2016
- Evaluated the quality of chat interactions
- Participated in weekly chat review sessions with executives at Apple
- Built training materials and redistributed them throughout all chat teams
- Invented monthly contests to keep chat agents motivated
- Held weekly coaching sessions with each individual to review performance
Supervisor
Blockbuster
08.2011 - 09.2014
- Assisted customers with questions, cashing out their accounts, and provided excellent customer service
- Facilitated new hire training
- Balanced all registers and store safe
- Delegated store responsibilities
- Generated all employee schedules
Education
High School Diploma -
Americas High School
El Paso, Texas06.2010
Skills
- Excellent Communication
- Client Support & Issue Resolution
- Data Analytics
- Results-Oriented
- Self-Starter
- Time Management
- Adaptability
- Research & Problem-solving
- Technical Support
- Proficient with computers and programs such as, JIRA, Salesforce, Orion, Zoom, Microsoft tools, ServiceNow, Asana, Miro
Timeline
Asset Movement Specialist
Edelman Financial Engines
06.2023 - Current
Shared Services Support
Edelman Financial Engines
10.2017 - 06.2023
Loan Support Representative
Bridgecrest
07.2016 - 09.2017
Quality Assurance Analyst
GC Services; Apple
10.2014 - 07.2016
Supervisor
Blockbuster
08.2011 - 09.2014
High School Diploma -
Americas High School
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