Customer Service Associate

ROCCO J. ZANNINO

Carle Place, NY

516-***-**** *******@*****.***

WEALTH MANAGEMENT

Service Associate

Highly experienced customer service professional able to handle a high volue of customer calls in a fast paced environment, with minimum supervision, while maintaining emphasis on the highest quality of customer service. Excellent listening skills, oral and written communication. Comfortable in interacting with all levels of the organization and public. Excellent problem solving and negotiating skills. Able to make decisions independently and quickly with minimal escalations.

PROFESSIONAL EXPERIENCE

Citigroup - Long Island City, New York April 2018 – Present Personal Wealth Management – KYC Service Associate/ Client Service Associate

Assign and delegate work, when manager is out of office.

KYC SME provided immediate onsite assistance

Ensuring all records reviewed and submitted adhere to the Firm’s OneKYC Policy

Review submissions of KYC Service Associates to ensure accuracy.

Managed and executed client transactions with respect to business and individual investment products. Ensure transactions are completed within audit and compliance standards as well as timely.

Coordinate account opening and maintenance for all products and reporting including address changes, telephone number updates, account status changes, rates and fee waivers.

Enforce policies and procedures to ensure operational integrity while maintaining high client satisfaction.

Take ownership of client investigations (e.g., statement reporting issues and pricing inquiries) and collaborate with operational and middle office teams to ensure effective resolution.

Partner with the Financial Advisors to help enhance business development, client relationships, prospecting opportunities, and overall success.

Process wire and ACH requests for clients.

Assist back office with reviewing accounts to locate to identify required missing KYC information on clients’ accounts.

Citigroup - Long Island City, New York October 2007 – April 2018 Personal Wealth Management – Investment Services Associate

Handle high volume of calls for investment services call center.

Support personal wealth management financial advisors in day-to-day tasks to maximize productivity.

Update customer accounts information accurately and efficiently.

Process financial and non-financial transactions, increasing productivity.

Liaise between FAs, Branch Ops and our clearing firm, to streamline company process.

Monitor all client inquires to ensure timely completion.

Provide exceptional customer service while welcoming new advisors to the company’s platform.

Strengthen client relationships by anticipating needs, exceeding service expectations and following through on commitments.

Explain implications of economic trends and tax law changes, assisting clients with complex investments service needs, and complex account review and assistance.

Implement procedures with the team to ensure all client financial/ data is up to date. S.W. Bach and Company Port Washington, New York August 2006 – January 2007 Junior Compliance Officer

Responsible for reviewing trade blotters, including proceeds transactions.

Insuring compliance with NASD and Internal Policies.

Daily contact with various brokers regarding commissions.

Reviewing customer complaints.

Daily incoming and outgoind correspondence.

Fairmont State University, Fairmont, West Virginia: 1981-1986 Bachelor's of Science – Business Administration

ADDITIONAL CREDENTIALS

TECHNICAL SKILLS

Databases: Salesforce, Netx360, FileNet, Eclipse, Citi KYC LICENSES Series 6

Series 63

EDUCATION

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