Client Service Customer

Susan M. Gross

**** ****** *****, **********, ** 62221

Phone: 618-***-****, E-Mail: ********@*****.***

Objective

Continue my career in the business administrative and/or accounting field as a highly motivated and energetic professional with numerous years Client/Customer service experience. An excellent communicator who is detail oriented, flexible, and works well independently and in a team-based setting with the ability to multi-task effectively. Providing team members with business & relationship development, retention, while managing/retaining customer relationships. Possess a strong desire to build a successful career as a valued team member, demonstrated as an organized problem solver with technical skills, a proactive mindset, and the ability to meet deadlines in a fast-paced work environment while performing well under pressure and maintaining a positive attitude.

Professional Experience

Express Employment Professionals

■ Contract worker, assigned to Temporary AR/AP positions – (January 2, 2024 – Present) Assigned to jobs needing temporary assistance while assistance to the employers while covering employees out on leave. Making sure the daily duties of AR/AP assignments are met. The skills I have acquired over the years, has allowed me to cover all faucets of the position with quick training of their processes. Buckingham Strategic Wealth – St. Louis, Mo

■ Client Relationship Specialist – (August 23, 2021 – January 18, 2023) Enhancing the client experience by providing exceptional client service and supports each advisor with the operational needs of his or her clients. The CRS develops and maintains good working relationships with clients and advisors. This is accomplished through ongoing communication, excellent client service and outstanding operational support. The CRS is the first person to greet clients as they visit our office, and the main client contact in scheduling remote meetings and phone calls.

Duties and Responsibilities

Provides quick and accurate answers to operational questions from advisors and clients.

Provides comprehensive operational support to clients, including facilitating all monetary, maintenance, and paperwork requests through CRM.

Monitors pending new accounts and transfers.

Handles all communication between custodians and advisors or clients, including researching custodial issues. Process all written & e-mail correspondence, All phone communication.

Analyze processes and procedures to identify improvements or efficiencies that can be created.

Provides on-demand and scheduled reports to advisors and clients, as requested.

Participates in and contributes to weekly Client Service meeting and other committee meetings, as assigned.

Review quarterly reports for accuracy.

Tracks and completes any special projects throughout the year, including advisor notifications and year- end Required Minimum Distributions.

Data Entry - Opening new accounts, verify compliance, follow paper trail for all necessary updates to include additions, beneficiary changes, and deaths of clients.

Assigned tasks as a team member.

Oppenheimer & Company, Inc. – St. Louis, Mo

■ Client Service Associate (August 14,2017 – March 25, 2021) Duties and Responsibilities

• Client Service/Administrative support for several top Financial Advisors in the St. Louis Branch.

• Main Client support for yearly Required Minimum Distributions (RMD’s). Tracking all retirement clients RMD’s for various money managers, verifying payments, Beneficiary RMD payments and completion of all required payments.

• Data Entry - Opening new accounts, verify compliance, follow paper trail for all necessary updates to include additions, beneficiary changes, and deaths of clients.

• Process all written & e-mail correspondence, All phone communication.

• Assigned tasks as a team member.

KForce Management (Contractor for Wells Fargo Advisors) – St. Louis, Mo

■ Securities Operational Service Specialist III (January 19, 2016 – July 19, 2017) Duties and Responsibilities

• Perform a variety of operational/trading tasks for overly complex securities or cash related transactions that require expert knowledge of unit functions and systems.

• Apply critical analysis and work in a fast-paced team-oriented environment with the capability to complete work with a high degree of accuracy under tight trading deadlines.

• Differentiating, processing, and reconciling transactions.

• Daily interaction with Financial Advisors to process portfolio changes and trades while aiding and directing internal business members remaining market sensitivity.

• Contributes to Projects on an ad hoc basis.

• Daily portfolio trading using APL, MMS, MPO, and Beta systems.

• Place trades for percentage changes to Models made by Money Managers.

• Generate, analyze, and place trades based on weekly reports and tax harvest information • Customer Service

• Assist and provide service for numerous cross-department queries and requests.

• Cross trained employees from other departments for them to understand our processes. TIAA-CREF Trust Company, FSB – St. Louis, MO

■ Senior Portfolio Assistant (June 2000 – November 2015) o Provide support to the Investment Portfolio Managers and Clients with the day-to-day investment activities.

Key Accomplishments:

● Over fifteen years’ experience developing daily operational procedures for the improvement of department functionality. Using superior organizational skills with increased scalability and reducing operational errors & risk.

● Execution and verification of stocks, bonds, and mutual fund trading with less than a 1% error ratio proven track record.

● Creation of reports, presentations with statistical and historical data for internal use and client reporting.

● Process all written & e-mail correspondence, All phone communication. Education and Credentials

Bachelor of Science, Business Administration May 2004 Fontbonne University – St. Louis, Missouri

Graduating GPA: 3.62

Professional Training

CMS, Salesforce,

Numerous years of Accounts Receivable, Account Payable AML Compliance & Retention

Leadership & Team Building

Nonprofit Fundraising & Accounting

Finance Trade Management Systems (AYXS, BETA, APL, SEI) Numerous years of Data entry processing

Reference upon request

References:

Denise Bechard – Sr. Institutional Trust Administrator, AVP, Co-Worker at TIAA 309 N. Alton

Freeburg, IL 62234

Mobile 618-***-****

**********@*****.***

Jan Richards, BS,RN, Longtime Friend, Fundraiser & Chaperone for the O’Fallon Township Marching Panthers Band

1102 Heatherwood Drive

O’Fallon, IL 62269

Mobile 618-***-****

Mary Plocher, Retired Field Liaison & Instructor for SIUE CAS Department of Social Work, Former Neighbor & longtime friend

134 Knob Creek Lane

O’Fallon, IL 62269

Mobile 618-***-****

***********@***.***

Contact this candidate