Andrew Kwan Email & Phone Number

Hamilton, Nj

Hamilton, Nj

Princeton, Nj

I providing client and technical support for an online management system (ComplianceWire). Act as initial point of contact for production client issues while providing ongoing total quality management. This includes identifying client needs to proactively develop plans with account management and business services to exceed client expectations. Triage technical issues in order to gather necessary information and determine if escalation to our engineering unit is required for resolution. Participation in client training on system functionality and configuration.

East Windsor, Nj

I provided 2nd tier client and technical support for a health and wellness portal. I was responsible for handling escalated client and member issues through its life cycle. Acted as the lead liaison between business and IT handling all cases related to technical issues providing initial troubleshooting, prioritization, and communication of technical issues/resolutions. Facilitated meetings between various departments such as product, client services, and IT with the goal of proactively mitigating problems for clients. Participated in user acceptance testing (UAT) and documented post-implementation problems.I also served as a Subject Matter Expert (SME) and aided with training of internal and external customers.

Jersey City, Nj

I provided operational client support to branch offices, advisers, and high net worth clients enforcing Federal and internal regulatory policies related to leveraging against financial instruments. Responsible for reviewing regulatory reports to ensure accurate lending calculations, collateral requirements and proper adherence to rules for collateralized financial instruments. I worked with collateral and credit risk units to verify the proper requirements were placed on financial instruments for use as collateral in leveraged accounts. Participated in systems testing and development of test scripts to identify defects for system enhancements.

Hopewell, Nj

I provided customer support to branch offices in relation to margin and option related issue. Performed the analysis of accounts to ensure compliance with Federal and firm requirements. Educated both internal and external clients on regulatory policies. I also lead a team to implement a pilot customer service program that serviced sensitive high net worth offices and conducted training for incoming margin /option bookkeepers. Acted as a supervising clerk for up to 4 representatives to ensure quality & accurate service from junior bookkeepers