Single point of contact for up to four Registered Investment Advisor (RIA) firms. Supporting clients with asset movement requests, new account initiation, and document requirements. • Review Asset Movement Requests, ensuring account and required paperwork is in good order, resulting in a better client service experience.• Participate in weekly status call with Account Management team and RIA clients to identify needs and communicate essential updates.• Subject matter expert in Asset Movement, Retirements, New Accounts, Tax Reporting, and Account Maintenance.• Identified inefficient processes, recommended solutions, and partnered with management and the technology team to implement system enhancements, resulting in improved client experience. • Build relationships and collaborate with cross functional teams to respond and resolve complex client requests.

Led a team of 6 Wealth Solutions client service specialists while ensuring success for both team members and clients.• Monitored and coached direct reports on call quality and metrics, which lead to increased revenue for the company. • Handled complex escalated issues involving New Accounts and Pershing Corestone product. Delivered resolutions that ensured client satisfaction and retention.• Participated in weekly management calls with various internal departments to exchange report data that resulted in increased efficiency.

Supported Introducing Broker Dealer (IBD) client phone Retirement account inquiries while displaying extensive knowledge of the financial services world.• Received high number of inbound calls per day from broker dealer clients. • Maintained quality and service metrics in order to exceed required goals.• Escalated and hand-held requests to ensure an exceptional client service experience.