Apexa Patwa
Dublin,OH
Summary
Results-driven Financial Service Representative experienced in client onboarding and compliance. Skilled in negotiation and operational processes, enhancing customer satisfaction and driving revenue growth. Committed to delivering innovative financial solutions and building lasting client relationships.
Overview
8
8
years of professional experience
Work History
Financial Service Representative - Digital & National New Accounts Support
Morgan Stanley Wealth Management
Columbus, United States
01.2024 - 12.2024
- Processed new client accounts and modifications, ensuring compliance with KYC/CIP rules, resolving deficiencies, and supporting Financial Advisors by facilitating smooth onboarding and adherence to firm policies and regulatory guidelines.
- Reviewed paperwork and managed digital onboarding tools while handling escalations and maintaining operational excellence to support internal partners.
Personal Banker Associate
Fifth Third Bank
Columbus, United States
11.2023 - 10.2024
- Managed high volume of communication platforms to promote customer satisfaction through friendly, helpful demeanor and professionalism.
- Maintain an in-depth knowledge of Retail consumer and small business products/services and recommend appropriate solutions using our value proposition.
- Establish close working relationships with assigned Business Partners (Mortgage, Small Business, Commercial and Investment), referring customers when appropriate to provide timely, and holistic financial solutions.
- Met/exceeded customer experience and production goals, contributing to year-over-year revenue growth as reflected in Financial Centre P&L.
- Guided CSRs on sales and referral processes to improve service delivery.
- Promote customer satisfaction with personalized assistance, managed effectively with professionalism.
- Resolve customers’/clients' enquiries with confidence.
- Empathetically take ownership of clients’ issues with effective resolution.
- Maintain a position of trust and responsibility by keeping all business confidential.
- Followed the Bancorp Code of Business Conduct and Ethics and other related policies, maintaining ethical behavior at all times.
- Adhere to established policies and procedures while opening/servicing the full range of Retail products.
- Participated in the customer loan bank card process, managing sourced loans from application through closing.
- Participated in the opening and closing process of the Financial Center.
- Stayed up to date on Retail procedures in place to mitigate fraudulent activity and unnecessary risk or exposure.
Senior Debt Collections, Negotiation Specialist
Pioneer Credit
Perth, Australia
11.2020 - 06.2022
- Negotiated settlements on outstanding accounts, increasing closed accounts and contributing to business revenue growth.
- Utilized negotiation skills to achieve win-win outcomes for both clients and the company.
- Encouraged clients to balance their financial obligations through active listening.
- Empathize with customers in financial hardship or challenged with sensitive health issues.
- Provide timely and effective customer service on the nominated accounts.
- Take ownership of all entrustment's, vitally-attainment of team objectives.
- Ensures reinstatement of revenue in a style that is timely, privacy-protective.
- Maintains ethical quality i.e.- adherence to the trade practices and privacy acts respectively.
- Adhere to compliance rules & Privacy laws.
- Managed client portfolios by analyzing financial data, leading to informed investment decisions.
Member Service Representative – Retention Specialist
HBF Health Insurance
Perth, Australia
01.2017 - 11.2019
- Deliver exceptional customer service, responding to incoming claims enquiries, in a professional and timely manner.
- Provided valuable services to accurately meet members' requirements.
- Engaged with all members and stakeholders to foster strong relationships.
- Reduced call shrinkage to enhance customer service efficiency and maintain high service standards. associated with all-time customer care approach.
- Proactively drive business sales and seek out opportunities to promote HBF added value services available.
- Delivered enjoyable member experiences while managing and exceeding HBF's member expectations.
- Providing personalized attention and prompt decision making to HBF Health Insurance members.
- Conducting and delivering continuous improvement initiatives within areas of influence.
- Establish and maintain effective relationships engagement with organization wide employees.
- Reported information accurately based on management instructions.
- Maintained regular consistent and professional appearance, and adherence.
Education
Bachelor’s Degree -
Accounts Graduate
Certificate IV -
Credit Management
Life Coach -
Skills
- Excellent Client Service
- Financial Products and Services
- Microsoft Excel
- CRM tools
- Professional values
- Passion to learn
- Self-directed
- Portfolio management
- Interpersonal skills
- Time management
- Effective communication
- Remote assistance
- Training & development
- Employee engagement
- Quality orientation
- Attention to detail
- Innovative problem solving
- Negotiation skills
- Mental wellness
- Co-ordination
- Project management
- Leadership
- Management mindset
- Customer relationship management
- Financial product knowledge
- Operational excellence
- Documentation review
- Account onboarding
- CRM software
- Customer service platforms
Gaps
- Preparing to relocate from Australia to United States
- Personal Education & Professional Development Tenure
- Life Coaching & Mental Wellness/Meditation Coach
Languages
English
Full Professional
Gujarati
Full Professional
Hindi
Full Professional
Timeline
Financial Service Representative - Digital & National New Accounts Support
Morgan Stanley Wealth Management
01.2024 - 12.2024
Personal Banker Associate
Fifth Third Bank
11.2023 - 10.2024
Senior Debt Collections, Negotiation Specialist
Pioneer Credit
11.2020 - 06.2022
Member Service Representative – Retention Specialist
HBF Health Insurance
01.2017 - 11.2019
Bachelor’s Degree -
Accounts Graduate
Certificate IV -
Credit Management