Brian W. Email and Phone Number

I am a part of the Direct Advisor Service team which is a team that services a book of business through Case Management using Salesforce while also taking and making calls for assistance. As an Associate Client Advocate on the Black Diamond Service Team, I support clients using our Black Diamond Wealth Platform™ solution. This includes helping our clients troubleshoot technology and financial industry based issues, and working in a consultative manner to offer solutions based on client-specific needs.

I take inbound calls and assist with processing trades as well as troubleshooting customer issues. Some of my other responsibilities include the movement of money through various channels such as wire transfers or the issuing of checks. I also spend part of my scheduled time working through our chat feature to assist customers who do not wish to call in to speak to us.

Worked under my manager to assist with supervising a team of 20 associates. Aiding with development and improvement within their role as well as handling discipline and initiating performance improvement plans. Reviewing calls for quality and accuracy. Handling disputes and escalations as well as researching complex issues relating to member accounts.