Joseph Santillan

Administer qualified ROBS 401(k) retirement plans by delivering accurate compliance reporting, regulatory documentation, and responsive client support that helps plan sponsors maintain compliant, audit-ready retirement plans.

• Processed over 2,000 retirement plan cases annually in Salesforce, managing the full administration lifecycle from enrollment to annual filings to ensure compliance.
• Collaborated with plan sponsors to gather documentation for annual reporting and compliance reviews, facilitating timely submissions and enhancing client support.
• Provided process improvement recommendations, shared retirement plan expertise with team members, and supported ongoing operational enhancements in retirement plan administration.

Key Results:

• Consistently exceeded monthly productivity goals by achieving 108% and later 225% of target while maintaining a 93% quality score, demonstrating accuracy, efficiency, and exceptional client service.
• Recipient of the ACE Award during the 2025 Guidant H2 People Celebration in recognition of outstanding performance and contributions.
• Recognized by peers and leadership through multiple Cheers, Shout Outs, and performance recognitions for delivering high-quality work and supporting team success.

Transformed business needs into scalable processes and technology solutions, enhancing operational efficiency for organizations.

• Led business requirements gathering and converted stakeholder needs into actionable functional documentation.
• Coordinated cross-functional projects, ensuring timely deliverables while managing scope, timelines, and stakeholder expectations.
• Optimized business workflows to improve operational efficiency and support organizational objectives.
• Facilitated process and system changes for stakeholders, driving user adoption and reducing operational disruption.
• Mentored junior Business Analysts by sharing best practices for documentation, communication, and project execution.

Key results:

• Enabled smoother project delivery, improved business processes, and strengthened collaboration between business and technical teams.

Managed a dedicated portfolio of approximately 100 employer-sponsored traditional 401(k) retirement plans, serving as the primary Retirement Plan Administrator from onboarding through plan termination while ensuring regulatory compliance, operational accuracy, and exceptional client service.

• Prepared and amended retirement plan documents to ensure compliance with ERISA, IRS, and Department of Labor (DOL) regulations while maintaining accurate participant and plan records.
• Prepared quarterly participant statements, annual compliance reports, and retirement plan documentation to ensure accurate plan administration and regulatory compliance.
• Performed annual nondiscrimination testing (ADP/ACP) and other retirement plan compliance activities to verify compliance with IRS requirements.
• Processed participant distributions, loans, rollovers, and other retirement plan transactions, delivering responsive support to plan sponsors and participants.
• Prepared annual regulatory filings and compliance reports using PensionPro, Datair, and EFAST, ensuring timely and accurate government reporting.
• Collaborated with plan sponsors to resolve retirement plan administration issues.

Key results:

• Delivered accurate and timely retirement plan administration while maintaining regulatory compliance and reducing operational risk.
• Built trusted relationships with plan sponsors by providing responsive, accurate, and client-focused retirement plan administration.

Negotiated payment arrangements with delinquent customers, accelerating collections and reducing overdue balances.

• Protected company cash flow by improving collections, maintaining accurate receivables, and resolving complex billing issues.
• Maintained accurate accounts receivable records, ensuring timely updates to customer accounts.
• Generated monthly aging reports and reconciled outstanding balances, enhancing financial visibility and accountability.
• Collaborated with Legal and Real Estate teams to resolve severely aged accounts and mitigate financial exposure.
• Recommended bad debt reserves based on thorough account analysis and collection trends, contributing to precise financial reporting.

Key result:

• Improved receivables management, strengthened cash collections, and supported informed financial decision-making.

• Collected payments and settled outstanding balances to reduce delinquencies

• Conducted outbound and inbound calls to address past-due credit card accounts.

• Arranged payment plans to bring accounts up to date.

• Provided information to customers about payment options and account details. on outstanding credits to promote timely payments • Used problem-solving and decision-making skills to ensure customer satisfaction.

• Complied with call quality standards to ensure high customer satisfaction.

Facilitated timely claim resolutions for policyholders, ensuring compliance with insurer standards and maintaining service quality.

• Evaluated insurance claims to verify coverage and determine appropriate claim outcomes.
• Negotiated claim settlements to enhance customer satisfaction while adhering to company policies.
• Managed a high-volume workload with accuracy, organization, and attention to regulatory requirements.
• Adapted quickly to evolving insurance processes and compliance standards while maintaining productivity targets.
• Addressed customer inquiries via email, phone, and case management systems, consistently achieving service-level agreements.

Key result:

• Delivered efficient claims processing, improved customer experience, and supported consistent service quality in a fast-paced insurance environment.

• Exceeded previous year's and month's growth targets.
• Approve daily transactions and supervise store opening and closing.
• Oversee daily schedules and responsibilities of staff.
• Performed team member evaluations to support development and performance improvement.
• Delivered consultative services to foster customer loyalty.
• Executed retail sales transactions by facilitating competitive bidding processes.

• Achieved monthly retail and corporate sales quotas to drive revenue growth.
• Resolved customer and corporate client queries, complaints, and returns to enhance service satisfaction.
• Educated customers on how to use products and services.
• Processed customer payments at point of sale
• Restocked shelves with merchandise to maintain inventory levels and displays with products.
• Oversaw daily store operations to ensure efficient service and optimal inventory management.

• Implementation of software for new customers
• Customized software systems to address specific client demands and specifications.
• Configured systems and established data workflow processes.
• Installed customized software systems after receiving authorization.
• Trained clients on effective software usage to enhance user experience.
• Customer guidance, recommendations, and solutions throughout the implementation process

• Resolved customer concerns promptly and professionally to enhance satisfaction
• Delivered acceptable answers and alternatives within set timeframes to meet customer needs
• Conducted follow-up communications to confirm issue resolution with clients. to ensure issue resolution to the client's satisfaction.
• Keep detailed records of customer interactions, account processing, and document filing
• Adhered to communication protocols and guidelines to maintain a professional and efficient work environment