Abigail Carroll

• Department SME on all brokerage account types including but not limited to: Defined Benefit Plans, Defined Contribution plans, 401ks, International, Business, Individual, Trust brokerage account types.
• Collaborated with management and subject matter experts to enhance and extend point-of-call processing capabilities.
• Organized and directed training courses for new department colleagues and Relationship Managers to improve technical expertise and proficiency.
• Streamlined and optimized the CAS tech ticket process, enhancing efficiency and resolution speed.
• Provided exceptional, personalized support for department escalations, ensuring timely and effective resolution.
• Identified gaps in training resources and partnered across departments to implement solutions, leading to enhanced department effectiveness and coverage.

• Partnered with Client Associates and Financial Advisors in new client onboarding and documentation support.
• Acted as point-of-contact for Account Maintenance escalations for Individual, Joint, International, Business accounts.
• Chosen to pilot new Point-of-Call processing at MLSN level, identified pain-points and helped expand the program across all MLSN departments.
• Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
• Responsible for training and mentoring new hires to ensure a thriving work environment.
• Consistently maintained 100% satisfaction from partners in Financial Center.

• Proactively conducted need based conversations tailored to uncover specific client financial needs.
• Successfully navigated all systems and tools while partnering with cross function teams to create seamless client experience.
• Identified and made referrals to Wealth Management partners for client investment opportunities.
• Delivered exceptional customer service through courteous and accurate handling of financial transactions.
• Developed strong relationships with clients, leading to increased loyalty and repeat business.

Bank Teller

• Processed a high volume of financial transactions, including deposits, withdrawals, and loan payments, with accuracy and attention to detail.
• Provided exceptional customer service by addressing client inquiries, resolving issues, and offering information on banking products and services.
• Managed cash drawers efficiently, ensuring balanced accounts and adherence to security protocols.
• Conducted account verifications and fraud checks to protect client assets and maintain compliance with banking regulations.
• Assisted in promoting and cross-selling bank products and services, contributing to branch sales goals and client satisfaction.
• Prepared and processed various forms, including account applications, wire transfers, and foreign currency exchanges.
• Maintained up-to-date knowledge of bank policies, procedures, and industry trends to deliver accurate and reliable information.