April Thomas

Lead a high-performance team of Relationship Manager that supports AssetMark's Gold Consultant Advisors.

• Motivate and inspire a team of 7 to execute Gold Team vision and achievement of KPIs
• Identifying detractors and providing guidance to Relationship Managers to restoring and maintaining advisor confidence
• Remain current on changes to product offerings, processes and operational procedures to ensure compliance with Federal and State regulations
• Communicate and collaborate with peers and leaders to create an excellent customer service experience consistent with the AssetMark core values

Train new and existing members of the Advisor Services team to increase system knowledge, operating proficiency, and problem resolution skills that will reduce Customer Experience Issues and trade claims, and increase speed to proficiency for new hires, and create additional bandwidth for the entire team.

• Train 110+ RM's during the pandemic
• Train and build out Contact Quality Department
• Partner with Contact Quality to establish an evaluation process
• Creator of the Advisor Service Training SharePoint
• Identified patterns and trends that resulted in undesirable outcomes or compromised program compliance and developed corrective action plans.
• Worked with departmental management to create individual training plans for service staff.
• Collaborated with subject matter experts to assess relevance of training documents. using best practices to develop or update new documentation.
• Monitored participant knowledge before and after training events to help determine additional follow-up activities required to close knowledge gaps or improve results.

Provide support to Financial Advisors on new client and account set-up procedures and issues, in addition to account change request support and tracking.

• Assist Servicing, Premier, eService team with maintenance inquiries
• Act as liaison with HNW
• Train/Coach new hires using the AssetMark approach
• Partner with leadership to improve contact quality

Provide dedicated customer related support and issue resolution to Commercial Card Clients. Acts as a liaison for customer related issues for Commercial and Corporate Purchasing Card. Interface with the World Service Network to respond to and resolve issues.

• Streamline expensing process for U.S, Canada, and Mexico Business Travel Accounts and Meeting Cards
• Modernize ECCO to ensure all procedures are properly documented
• Reconcile processed worked by verifying entries and comparing system reports
• Charge expenses to accounts and cot centers by analyzing invoices/expense reports
• Maintain accounting ledgers by verifying and posting accounts transactions