- Lead, coach, and develop the Loans and Distributions team, including hiring, onboarding, training, and performance management.
- Oversee participant loan and distribution processing, assigning and balancing workloads to meet 24–48-hour processing targets.
- Monitor team productivity, accuracy, turnaround times, and performance, and report updates to leadership.
- Review and approve complex or high-risk transactions, including hardship withdrawals, QDROs, RMDs, and terminated-plan distributions.
- Resolve escalated issues involving recordkeepers, clients, and plan participants.
- Build and maintain working relationships with recordkeepers.
- Develop and maintain procedures, checklists, and internal controls, and identify workflow and automation improvements.
- Oversee information accuracy in PensionPro, FT William, recordkeeper platforms, and ERISApedia.
- Track regulatory and legislative developments affecting retirement plan loans and distributions and update procedures as needed.
- Collaborate with Relationship Managers, Plan Administrators, and leadership, and provide hands-on processing and call support during increased volume.
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