Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
CustomerServiceRepresentative
Brendan Mansfield

Brendan Mansfield

New York,NY

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Financial Services industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

18
18
years of professional experience

Work History

Customer Service Representative

UBS
10.2020 - Current
  • Provide support and guidance with internal clients involving maintenance of Client's accounts associated with Firm's investment products
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Client Experience Associate

JP Morgan Chase
10.2018 - 08.2019
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Complied gathering data and inputting into PowerPoint for monthly governance report to present to senior management
  • Created PowerPoint presentation outlining research findings for use by project managers, customers and other marketing staff to senior management on monthly weekly basis to make accurate decisions about future plans.
  • Reviewed and solved account and billing discrepancies.
  • Identified, researched and resolved billing variances to maintain system accuracy including adjustments and reissuing invoices

Client Services Associate

Morgan Stanley
03.2005 - 10.2018
  • Improved productivity and branch/FA satisfaction through service level agreements (SLAs) that reduced client account onboarding time down to one day from seven days
  • Provided additional account opening documents (AAA, IRA) through KYC process in order to fulfill FA/CSA requests
  • Resolve customers' service or new account complaints by executing activities such as new account setup questions, resolving account deficiencies, adjustment of fees, and performance return
  • Establish and maintain relationships with individual or business customers or provide assistance with problems these customers may encounter
  • Train new staff members on New Account programs and procedures
  • Contributed to risk and control procedures through testing scripts for MSSB Living Disaster Recovery Planning System
  • Checked different checklists on day to day basis ensuring that account setup and/or maintenance changes were done correctly
  • Applied blocks / freezes on accounts to prevent trading due to various reasons (i.e Ineligible Stocks)
  • Awarded MSSB Partnership Award in Nov 2013 for outstanding customer support to MSSB product teams and service groups
  • Analyze Corporate Structures, Accounts & Product Types and validate documentation to ensure compliance with internal procedures
  • Applied KYC Checklist to identify and verify identity of legal entities
  • Capturing Certification of Incorporation, Company Tax ID, Confirmation of Company Address, Passport/Driver's License of Primary Contact/Directors, Tax # of Primary Contact/Directors
  • Applied OFAC sanctions, such as blocking of assets and adding trade restrictions to clients/accounts
  • Perform client static data updates within internal systems

Education

No Degree - Graphic Design

Hunter College of The City University of New York
New York, NY
10.2021

Bachelor of Arts - Business Management

MARYMOUNT MANHATTAN COLLEGE
New York, NY
03.2002

Skills

  • Microsoft Excel
  • Microsoft PowerPoint
  • Microsoft Word
  • Apple macOS
  • Customer Service
  • Livechat Messaging
  • Adobe Systems Adobe Creative Cloud
  • Professional Telephone Demeanor
  • Microsoft SharePoint
  • Microsoft Windows
  • Microsoft Internet Explorer
  • Issue and Complaint Resolution
  • Adobe Systems Adobe Acrobat
  • Google Docs
  • Call Center Operations
  • Citrix
  • Database Management Software
  • Bloomberg Terminal
  • Teamwork and Collaboration
  • Attention to Detail
  • Workday

Accomplishments

  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.

Timeline

Customer Service Representative

UBS
10.2020 - Current

Client Experience Associate

JP Morgan Chase
10.2018 - 08.2019

Client Services Associate

Morgan Stanley
03.2005 - 10.2018

No Degree - Graphic Design

Hunter College of The City University of New York

Bachelor of Arts - Business Management

MARYMOUNT MANHATTAN COLLEGE

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Brendan Mansfield