Customer Service Management Analyst

JORDAN B. WADE

ADDRESS: *** **********, *******, ** ***** PHONE: 832-***-**** EMAIL: ************@*****.***

SUMMARY

High energy, results-driven professional with a history of consistently exceeding a variety of treasury related activities including daily cash balancing and forecasting

Adept at quickly creating and managing profitable relationships dictated to delivering an investment experience that helps obtain client’s goals

Top-producing analyst record

Computer proficient

Experienced progressive cash management career growth and longevity within a fortune 500 financial institutions in the Houston area

Performance highlights included:

Achieved golden communication award for six different quarters state-wide and acknowledged as department MVP analyst 2016.

In 2014, I was awarded Invesco’s Mobile Innovator of the year for the newly implemented software program that improved system security.

Consecutively recognized for zero error under regulatory audits month over month.

Areas of Expertise:

Professional Communication

Consultative Sales

Deposit Products

Financial Services

Employee Mentor

Corporate Cash Analyst

Cross-Selling Products

Problem Resolution

Strong Community leadership

Cash Management

Cash Markets Analyst

Needs Assessment

Branding and Sports Marketing

Client Satisfaction

Verbal Presentations

EDUCATION

June 1999 – December 2004 University of Houston – Downtown: B.A. in Communications

CERTIFICATION

Finra - Series 6 licensed

PROFESSIONAL EXPERIENCE

June 2021 – Present Bank of New York Mellon – Houston, TX

Sr. Corporate Trust Analyst

Client Service - Works with external clients to resolve moderately complex day-to-day issues and direct them to appropriate resources at BNY Mellon

Supports clients in addressing moderately complex operational and technical issues and ensuring requests are executed

Applies problem solving skills, experience, and judgement to analyze information

Uses communication skills to deliver high quality service to a specialized client base

Provides clients information related to BNY Mellon products and services representing multiple lines of business and geographies and directs them to the appropriate resources, as needed

Leverages a good understanding of broader BNY Mellon services and offerings

Monitors client inquiries, resolves non-routine issues and escalates complex issues to the appropriate team member, as needed

Uses knowledge of client issues and needs to contribute to business development efforts

Participates in internal activities and initiatives designed to improve the client experience

Recommends process improvements

Provides guidance to less experienced team members

Supports multiple, moderately complex client accounts

October 2007 – June 2021 Invesco – Houston, TX

Sr. Cash Management Analyst

Processes, reviews, and tracks various transactions including new account setup, deposits, exchanges and redemptions for accounts of over 1 million dollars;

Responsible for reconciling, researching, and resolving balance discrepancies on money market, global money market, and NSCC bank accounts;

Administer wire releases and bank wiring information updates for clients;

Showcasing Invesco values through direct marketing to clients;

Implement and distribute new marketing and branding strategies to internal and external clients;

Oversee business process improvement to reduce opportunity cost;

Process client audit request;

Providing client with statements and any other relevant account information;

Responding to client inquiries through verbal and written correspondence;

Training new associates on how to process purchases, redemptions, and exchanges;

Instructing new associates on how to perform security check and overall call structure;

Responsible for grading overall call pattern and new associate performance;

Journaling about progress and areas of improvement;

Coaching new associates on areas of improvement and overall call structure, time management, company guidelines and expectations;

Processes, reviews, and tracks various transactions including deposits, exchanges and redemptions;

Responds in a professional manner to inquiries from internal and external customers;

Remains current on all internal/external policies and procedures that affect Invesco Investment Services, which includes various regulatory requirements and at the federal level;

Update dealer branch and representative information on client accounts.

Informing clients of possible tax consequences

Relationship management skills for key commercial, small business and personal relationships,

Be the Subject Matter Expert (SME) on all Fidelity matters,

Work in conjunction with Invesco partners to identify the client's business and personal financial needs,

Initiate and facilitate the resolution of the account approval process by determining the clients need, assisting with the completion of an accurate account application, determining the appropriate account type and account funding method and obtaining the requisite personal and financial data,

Thorough knowledge of complex personal and business financial analysis and an expertise in Cash Management and Closed End products,

Manage the communications and project interfaces to see that the appropriate parties are kept informed and have sufficient information to assess project success,

Identified possible tax matters with consumers and small businesses,

Develop and maintain effective relationships with Invesco CMA sales personnel,

Deepen existing relationships with all business partners,

Retaining existing priority small business relationships,

Remain informed of Invesco’s credit standards, pricing structure,, customer service practices, relevant legal issues and other information fundamental to the successful execution of the Cash Management Analyst job duties.

September 2002 – August 2007 Texas Southern University Athletic Dept – Houston, TX

Assistant Sports Information Director

Developing branding ideas for teams to increase season ticket sales;

Showcasing human interest stories to local and national media markets;

Maintain and develop sponsor relationships and packages;

Create and distribute media friendly information about all of our Athletic programs;

Controlling the vision and perception of Texas Southern Athletics;

Managing media, conference, and NCAA requests in a timely fashion;

Distributing all pertinent statistical information;

Responsible for updating and maintaining information for 18 Division I intercollegiate sports;

Writing stories and press releases for athletic website;

Editing stories using correct AP style;

Creating and producing media guides;

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