Daniel Tria

Client Success and Retirement Account Specialist with 13 years of client-facing experience, including 10 years dedicated to financial, retirement, insurance, and fintech services. Proven track record managing 401(k) and IRA account portfolios, resolving 120+ monthly fraud dispute cases at an 85% resolution rate, and driving a 20% increase in repeat business through proactive client communication. Brings deep retirement-operations knowledge, Six Sigma White Belt process-improvement training, and cross-platform CRM proficiency to deliver compliant, high-quality service and measurable client retention results.

Client Service Representative at Empower (2024-11 – Present)

Services a high-volume caseload of Automatic Rollover IRA accounts, handling inbound client calls, account maintenance, and distribution processing.

• Processed Automatic Rollover IRA distribution requests across full withdrawal, transfer, and rollover channels (check and direct deposit), maintaining 100% compliance with regulatory and company standards.
• Reviewed IRA claim forms and executed stop-pay reissues, ACH bank-linking, and direct-deposit setups, reducing processing errors through consistent quality-standard adherence.
• Guided clients through web and mobile self-service tools (account registration, linking, password resets), resolving issues in real time across multiple concurrent systems.
• Ran Experian identity checks as part of account security screening, safeguarding client accounts against unauthorized access.

Customer Success Manager at Unlimited Furniture Group (2024-05 – 2024-11)

Owned post-purchase customer success for a US-based furniture retailer, coordinating directly with vendors and logistics partners.

• Increased repeat business by 20% by implementing proactive, milestone-based client communication throughout the post-purchase journey.
• Streamlined vendor and logistics issue resolution by partnering directly with providers, cutting case resolution times.
• Built a library of support templates and FAQs, improving team efficiency and response consistency for common post-purchase concerns.

Client Account Representative at Manulife John Hancock Retirement (2022-09 – 2024-05)

Functioned as Client Account Manager equivalent for a diverse 401(k) plan book of business, serving clients, advisors, and third-party administrators.

• Managed inbound and outbound servicing for a full 401(k) plan portfolio, resolving escalated cases directly or by coordinating with cross-functional resources to secure win-win outcomes.
• Processed all standard financial transactions across assigned caseloads while monitoring and minimizing outstanding suspense account items.
• Oversaw end-to-end rollover activity into and out of John Hancock, plus the full plan termination and discontinuance procedure, ensuring accurate, compliant plan closeouts.
• Identified recurring trends in client issues and escalated patterns to leadership, contributing process-improvement input that addressed department-wide service barriers.

Fraud Officer at TaskUs (2021-08 – 2022-10)

Investigated fraud and account takeover cases for MoneyLion, a US-based fintech platform, managing a high-volume monthly dispute caseload.

• Resolved 120+ monthly dispute cases at an 85% resolution rate, investigating unauthorized transactions and account takeover incidents.
• Implemented fraud mitigation strategies that reduced chargeback rates by 25% across dispute operations.
• Documented standardized investigation workflows, improving resolution consistency across the fraud team.

Senior Customer Retention Officer at AXA Philippines (2017-10 – 2021-07)

Managed premium collection and policy retention for an insurance client base of individual policyholders.

• Retained clients requesting full or partial policy withdrawal by presenting tailored account-maintenance options, protecting in-force premium revenue.
• Generated and distributed leads across members of Customer Retention Specialist team using advanced Excel functions (VLOOKUP/XLOOKUP, Pivot Tables), improving reporting accuracy.
• Onboarded new business clients and converted Premium Holiday requests into continued payment plans through consultative retention conversations.

Retention Officer at Affinion Group (2016-04 – 2017-09)

Serviced member accounts for a third-party plan administrator supporting US financial institutions and insurance companies.

• Retained member Accidental Policy enrollments by resolving billing, beneficiary, and coverage-change inquiries with accuracy and responsiveness.
• Upsold and processed new Accidental Policy enrollments, expanding active membership within an assigned book of business.

Escalation and Fraud Officer at Teleperformance (2013-02 – 2015-06)

Led support team for Telstra, an Australian telecommunications provider, handling escalations and fraud investigations.

• Led a team of 5-10 agents through post-training transitions, delivering performance coaching that strengthened team effectiveness.
• Investigated fraud, scam, and life-threatening calls, activating call trace and call-blocking measures to protect customers.

Bachelor of Science in Nursing – Our Lady of Fatima University (2012-10)