Adrian Fong Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

- Acted as the primary escalation point for clients engaged in issues requiring swift and immediate resolution.- Accountable for the overall satisfaction of clients.- The primary point of contact to drive change when client requests require bespoke processes or have non-standard requirements.- Pursued change by promoting the digitization and automation of existing processes while resolving client escalations by identifying and addressing the root cause of escalations to mitigate reoccurrence.- Liaised with Compliance, Legal, Tax, Sales, IT and all relevant subject matter experts to address client escalations and to comprehensively assess the costs, risk and requirements to validate bespoke requests.- Annually conducted Service Level Reviews with clients and regularly held client calls to address and assess issues or requests.

Toronto, Canada Area

- Liaised with Compliance, Legal and Tax Groups to address client enquiries and to facilitate client requests in accordance to regulatory standards.- Facilitated the client onboarding process by obtaining the required Due Diligence, AML and KYC approvals to enable the execution of the Custody/Trust agreements required to onboard new business/clientele.- Identified sales opportunities to address client needs which were referred to the Sales team to advance.- Regularly conducted conference calls with clients, investment managers, consultants, and other external parties to discuss and resolve various operational matters.- Formulated “plans of action” with internal teams to resolve operational issues and address cause.- Experienced providing exceptional customer service in a fast paced environment.

- Coordinated information among various internal departments to investigate and resolve institutional client queries in a timely manner.- Maintained day-to-day processes and relationships with clients, investment managers, and consultants by providing exceptional service.- Facilitated the processing of invoices, wire transfers, free asset transfers, and client requests.- Resolved reconciliation, reporting, and internal issues on a daily basis.

- Sold banking products including: Deposit Accounts, Registered Accounts (i.e. RRSP, TSFA), Overdraft Protection, Credit Cards, GICs, Supplemental Insurance, etc…- Sold lending products including: Mortgages, Home Power Lines of Credit, Personal Lines of Credit, and Loans, by warm transferring leads to the lending line of business.- Strictly followed the Agent Support Tool to ensure that all banking products were sold using the correct procedure to ensure quality compliance.- First contact resolution of any account servicing or maintenance required by clients including: general inquiries, password resets, bill payment registrations, etc...- Ensured client information was up-to-date to ensure AML and regulatory compliance.- Participated in one-on-one coaching and team strategy sales meetings.

- Sales of financial products including, Bullion, Mutual funds, Broker Accounts, Managed Accounts, etc.- Assisting clientele to ensure document regulatory compliance and understanding.- Client portfolio customer service and advice as needed and required.- Documented all client interactions in company CRM system to ensure KYC compliance.- Building of client base via warm leads and cold calling.- Attend and participate in team strategy sales meetings.- Assisted clients with incoming and outgoing fund transfer. (i.e. wire transfers, IBAN)- Prepare client sales presentations.