I worked to build and deepen relationships with HNW clients, maintaining approximately 500+ households. I actively worked with partners in investments, mortgages, and business banking to ensure clients needs were met and provided for. I adhered to compliance standards and would report any inconsistencies for potential fraud and AML standards. I worked with not only local clientele but international clients as well.

In this position, I fielded calls from financial advisors. I covered the registered investment advisory, asset movement, client onboarding, and annuities queues. I acted as subject matter expert to my peers and handled escalation requests from management in the queues that I covered. At times this resulted in working with the compliance team to ensure all appropriate regulations were followed. I conducted portfolio analysis to ensure that the client's portfolio(s) were kept in line with their intended modeling. This included risk-based portfolio accounts, SMA's, UMA's, and custom portfolios. I worked on email and call tracking implementation as a project manager. In an email response project, I created a list of standard responses that were used across the service desk for message communication to external clients. I was trained in Lean Six Sigma to better implement these changes. I trained a majority of the new hires that were new to the team. I worked with the operations and training teams to keep communication between them open for awareness of any changes in processes that may have required updates to training and resource materials. I was awarded for my service excellence standards, in a newly implemented quality tracking program and had the highest quality for 2017 and 1Q 2018. I also lead the team with the most 3.0 (100%) DALBAR, a third party institution to verify quality standards, calls.

I was responsible for assisting top producing Prudential advisors with service-related requests in the highest producing territory nationwide (Upstate NY, New England). I directly processed and tracked all exception requests throughout the territory. I collaborated with internal and external wholesalers to track new business cases for advisors and help drive new business by holding weekly calls throughout the territory to drive product awareness and book of business expansion. I worked on focus groups as a subject matter expert to help implement and improve efficiencies across the department for new hires and junior team members.

In this position, I worked in the Annuity Service Center and fielded phone calls regarding different annuity products offered through Prudential. My primary goal was to answer questions and help financial advisors with any service related items on contracts. I worked primarily with wirehouse firms such as JP Morgan Chase, Merrill Lynch, Morgan Stanley, RBC, UBS, and Wells Fargo. I also processed transactions for clients such as over the phone withdrawals and reallocations. I engaged in different ad hoc requests for the service center and mentored new hires.