Davenport, Florida, United States
Client Service Representative-Dedicated money movement, transfer of assets and new accounts/maintenance analyst. Operations Client Service Representative with over 20 years of experience, with a consistency of demonstrating commitment, strong interpersonal relationships, effective results in problem-solving, and being experienced in managing multiple projects and meeting deadlines. Recipient of the Fidelity Impact Player Award 2019 and the Fidelity World-Class Service Award 2020
▪ Provided client service support with an overall satisfaction quality score of 85%. ▪ Handled an average of 35 Inbound advisory phone inquiries daily six lines of business. ▪ Reduced customer effort 60% through client satisfaction, problem resolution and process improvement. ▪ Delivered 8 hrs. of leadership development and conflict resolution training to 72 associates.
▪ Processed journals, EFT’s, checks, and wires transfers at 86.5% quality standard rate. ▪ Communicated daily with banking vendors as well as Correspondent business partners. ▪ Responded to correspondent phone inquiries averaging 40 calls per daily. ▪ Managed email escalation inbox 25 items average per day. ▪ Participated in MetLife conversion process of 3,500 brokerage accounts onto the Fidelity clearing platform.
▪ Processed 50 ACATS / NON ACATS per day ▪ Maintained assets custody within 30-day reporting standards. ▪ Researched / reconciled and resolved 20% assigned inquiries and discrepancies relating to transfers. ▪ Reviewed transfer documentation for legality, daily validation, and rejection of transfers.