Brian Hering Email & Phone Number

United States

United States

Plantation, Florida, United States

Plantation, Florida, United States

United States

Westlake, Ohio

• MANAGE TEAM OF 15+ ASSOCIATES ACROSS SEVERAL SPECIALIZATIONS• COLLABORATE WITH INTERNAL AND EXTERNAL BUSINESS PARTNERS TO MANAGE DAILY BUSINESS OPPERATIONS • INCREASED NEW ACCOUNT GROWTH FROM AN AVERAGE OF 50 PER MONTH TO OVER 1000 PER MONTH.• PROVIDE COACHING AND MENTORING TO ACHIEVE STRATEGIC PERFORMANCE GOALS• FACILITATED ONBOARDING MULTIPLE NEW VENDOR AND DEALER RELATIONSHIPS• ESTABLISH POLICY AND PROCEDURES FOR ONGOING OPERATIONAL/CALL AUDIT AND COMPANY SOC COMPLIANCE OBJECTIVES• CREATE AND DELIVER MONTHLY, QUARTERLY, AND ANNUAL PERFORMANCE REVIEWS • HANDLE ESCALATED CLIENT CALLS AND INQUIRES. • ALLOCATE TEAM RESOURCES TO MEET BUSINESS NEEDS• SUCCESSFULLY TRANSITIONED AN ONSITE WORKFORCE TO A REMOTE WORKFORCE IN LESS THAN 2 WEEKS WITH MINIMAL LOSS OF PRODUCTIVITY

Westlake Ohio

Team Lead Precious Metals (Institutional Servicing Team)Responsible for building and maintaining a team of 9 individuals who are fully cross trained in all facets of the Precious Metals Investment process. The team is designed to be a "one stop shop" to improve the client experience by funneling all precious metals related calls and work items to the people who know it best. If a person calls in with a precious metals question they can have confidence in knowing that they will be connected to a representative who not only knows the answer, but in many cases can process the request or sits next to the person who can.Responsibilities include:To ensure the continuous training of team members to keep them up to date on all procedures.To ensure that we maintain the goal of at least 80% of calls answered within 30 seconds.To ensure that we maintain a 90% call audit score and an error rate of less than 2.5% on all work items processed.To manage staffing levels to ensure that processing and phone standards are met.To maintain service level agreements with dealers that all Purchase,Sale, Account Open, and Transfer requests are completed in 24 hours, and all Distribution requests are processed within 3-5 business days.To deliver quarterly "scorecards" or "employee assessments" to team members.To deliver weekly team stats and updates to executive management. To manage escalated calls and situations.

•Receive instruction from Account Support to process investment. •Review system to determine if the Sponsor Investment Code is already established. •Update price table with the value of the asset. •Account Support will forward all actions to Asset Management pertaining to Replacements, Sales, Asset Transfer Out, or Asset Distributions. •Run Asset Sale Deposit Report on a daily basis •Perform look up to see if codes have already been created for a Buy Investment review. •Quarterly, request IT to run code report to review for duplicate codes. •Enter the code in the create tab of the actions

Enforce safety, fair-play practices, game management, and communication during sporting events.Utilize organizational skills to maintain personal schedule and track payments.Maintain expertise on changing rules, regulations and safety issues.Employ strong ability to lead and make quick decisions under stressful conditions.Member of Suburban Umpires Association, Northern Ohio Officials Association and Cleveland Football Officials Association.

Successfully maintained 100% compliance with Federal rules and regulations while processing disability, bankruptcy, death, and VA claims for Federal student loans. Met and exceeded departmental goals for accuracy, organization, and claims submission. Utilized my strengths and abilities to prioritize a high volume of work flow. Maintained strict security and confidentiality of client's personal and financial information. Participated in the training of new employees and worked directly with supervisors to implement new training and education programs.

Made outbound and inbound phone calls to assist borrowers in maintaining a current account status. Educated borrowers on the different options available on their student loans.Led the team in service issues such as call handle time, after call work and call volume. Top echelon of payment dollars received. Managed side-by-sides and training classes relating to employee performance.