Christian Ritter Jr

• Manage a team of associates across Lake Mary and Jersey City offices
• Monitor processing queues & partner with department mangers to ensure SLA's are timely met
• Assist in daily client and associate escalations of service issues & provide training and coaching support as needed
• Responsible for updating and maintaining teams P&P's and facilitate and lead annual P&P reviews
• Responsible for departmental audits, daily oversight of suspense accounts to ensure daily balancing and 2nd level review of daily deficit report
• Lead group in implementing STP automation to reduce manual processing

• Manage team of Client Service Associates in Jersey City and Lake Mary offices
• Lead introductory conference calls and onboarding initiatives for new clients
• Participated in creation and distribution of Client communications, Policies and Procedures and Operational updates.
• Maintained client service and supervisory policies and procedures.
• Responsible for scheduling phones coverage and maintaining target service levels
• Coordinate team participation in quarterly audits
• Created and managed Policies and Procedures for the Retail to IRA account correction process
• Active participant in Retirement Operations Committee

Supervised team of customer service associates and handled escalations within team as well as clients

Led and coordinated quarterly conference calls with top Broker Dealers

Coordinate exception items with processing team to ensure timely processing

Build relationships with high profile Broker Dealers and acted as their primary escalation contact

Regularly monitored calls fielded by Customer Service team and provide constructive feedback

Assisted with securities audit, statement reviews and business continuity testing

Responsible for updating and maintaining training manuals for new hires

• Handled escalations within team and from Broker Dealers
• Build and foster relationships with sensitive Broker Dealers by acting as their primary point of contact
• Participate in customer conference calls and visits
• Assisted in broker dealer conversion process by acting as liaison between conversions, new clients and the processing teams
• Served as on the job trainer for new hires

• Used Retirement knowledge to assist Broker Dealers with IRA inquiries
• Work directly with processing units to ensure timely processing of IRA requests such as checks, journals and federal fund wires
• Served as on the job trainer for new hires
• Volunteered for firm security audits and business continuity testing

• Provided consulting services to customers for auditing current phone services, minimizing costs and maximizing production. Liaison between Bell Atlantic and customers to ensure quality telecommunications service.
• Visited prospective clients to observe and consult on communications equipment, assisted with purchase upgrades, new equipment and audit of existing services
• Acted as liaison during telephone conversion process

• Responsible for opening and trading individual retail brokerage accounts
• Traced market fluctuations and advised clients based on forecasts and trends
• Responded to client inquiries regarding accounting information, daily market activity, correspondence and compliance
• Ensured compliance with firm policy by adherence to written procedures and government regulations