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

years of professional experience

Work History

Customer Service Representative

UBS

2020.10 - 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

2018.10 - 2019.08

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

2005.03 - 2018.10

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