CHRISTINE HAYES
West Hartford,CT
Summary
Goal-Oriented Professional specializing in problem resolution, client service, and dispute resolution.
Overview
34
34
years of professional experience
Work History
Customer Relationship Manager
TIAA Financial Services
11.2022 - Current
- Manage individual relationships with high-net worth clients across all products and services, focusing on building book of businesses, strengthening relationships, and growing and retaining assets.
- Lead 3 advisory teams' practice management meetings to promote efficient and effective practices and supports advisory team in overall book management strategy.
- Provides client service and sales support as a part of the Wealth Management advisory team, focusing primarily on advice implementation and asset consolidation coordination.
- Guide clients on income execution, including assisting clients in completing forms and reviewing forms for accuracy.
- Identifies client concerns and gathers additional information regarding clients’ current financial situation and potential future needs.
- Identifies sales and asset retention opportunities.
- Coordinates sales cycle management activities, including follow-through on asset growth opportunities to ensure timely sales execution.
- Supervises client outreach and marketing campaigns as determined by the advisory team to educate clients on additional Wealth Management products and services.
SENIOR REGISTERED CLIENT SERVICE ASSISTANT
MORGAN STANLEY WEALTH MANAGEMENT
11.2020 - 10.2022
- Support team of Financial Advisors and lead team of four Client Service Associates
- Respond to customer and advisor requests, ensure all client requests are executed in a timely manner and manage team client service workflow
- Develop and implement process improvements for team.
BUSINESS SERVICE MANAGER
MORGAN STANLEY WEALTH MANAGEMENT
06.2018 - 11.2020
- Supervised, and supported all business and service functions managed support staff team of 20 client service professionals for three branch offices
- Duties included audit preparation, support staff hiring & coaching, and staff performance reviews
- Oversaw financial advisor expenses and resolved trade errors
- Worked to ensure firm policies and procedures were communicated to all staff and encouraged sharing of best practices and promoted teamwork across the three-branch complex.
SENIOR CUSTOMER RESOLUTION MANAGER, LEGAL LIAISON, CUSTOMER CARE TEAM
TIAA FINANCIAL SERVICES
01.2013 - 01.2018
- Primary contact for Executive Management, Corporate Litigation, Internal Investigations and Corporate Security departments of TIAA
- Responded to the highest-level customer complaints, assessed risk to threats to the company and external threats
- Assigned the most sensitive client and corporate matters typically involving threats of suicide, harm to others, and reputational media threats
- Responded to written and verbal complaints from customers and regulators including SEC, BBB, and members of Congress
- Represented the corporation in small claims court proceedings and arbitrations - effectively presented company's position to plaintiff's attorneys, judges, juries, arbitrators and regulators
- Matters included customers' challenges to contract or retirement plan restrictions, transactional issues and suitability of investment advice.
CUSTOMER SERVICE CONSULTANT, INDIVIDUAL ADVISORY SERVICES
TIAA FINANCIAL SERVICES
01.2011 - 01.2013
- Provided sales and service support for financial advisors and clients
- Assisted customers with portfolio management implementation, asset consolidation, and service requests
- Identified sales and asset retention opportunities, facilitated weekly team practice management meetings and performed proactive outreaches to customer base to facilitate annual review discussions.
CUSTOMER RESOLUTION MANAGER, CUSTOMER CARE TEAM-Written Complaints
TIAA FINANCIAL SERVICES
01.2007 - 01.2011
- Responded to high level customer complaints and resolved complex operational issues
- Expert at research and resolution of intricate client situations
- Selected by management and Internal Investigations department to be liaison for fraud issues both internal and external
- Drafted written correspondence to firm regulators and individual customers outlining the complaint and its resolution.
INDIVIDUAL CONSULTANT, CUSTOMER CARE TEAM
TIAA FINANCIAL SERVICES
01.2004 - 01.2007
- Provided a broad range of financial consulting services and advice to participants concerning pension plans, tax deferred annuities, and investment options within
- Selected to be Peer Mentor for newly hired consultants.
BRANCH MANAGER/ADVISOR SUPPORT
ADVEST, INC
01.2002 - 01.2004
BRANCH MANAGER'S ASSISTANT
MORGAN STANLEY
01.2000 - 01.2002
BRANCH MANAGER'S ASSISTANT
SALOMON SMITH BARNEY
01.1998 - 01.2000
RETAIL OPERATIONS/COMPLIANCE MANAGER
HAMBRECHT & QUIST, INC
01.1990 - 01.1996
Education
LIBERAL STUDIES -
BOSTON UNIVERSITY
HONORS PROGRAM - STUDIES IN MICROBIOLOGY -
UNIVERSITY OF NEW HAMPSHIRE
01.1989
Skills
- Customer Relations
- Research and due diligence
- Training and mentoring
- Inter-department collaboration
References
AVAILABLE ON REQUEST
Timeline
Customer Relationship Manager
TIAA Financial Services
11.2022 - Current
SENIOR REGISTERED CLIENT SERVICE ASSISTANT
MORGAN STANLEY WEALTH MANAGEMENT
11.2020 - 10.2022
BUSINESS SERVICE MANAGER
MORGAN STANLEY WEALTH MANAGEMENT
06.2018 - 11.2020
SENIOR CUSTOMER RESOLUTION MANAGER, LEGAL LIAISON, CUSTOMER CARE TEAM
TIAA FINANCIAL SERVICES
01.2013 - 01.2018
CUSTOMER SERVICE CONSULTANT, INDIVIDUAL ADVISORY SERVICES
TIAA FINANCIAL SERVICES
01.2011 - 01.2013
CUSTOMER RESOLUTION MANAGER, CUSTOMER CARE TEAM-Written Complaints
TIAA FINANCIAL SERVICES
01.2007 - 01.2011
INDIVIDUAL CONSULTANT, CUSTOMER CARE TEAM
TIAA FINANCIAL SERVICES
01.2004 - 01.2007
BRANCH MANAGER/ADVISOR SUPPORT
ADVEST, INC
01.2002 - 01.2004
BRANCH MANAGER'S ASSISTANT
MORGAN STANLEY
01.2000 - 01.2002
BRANCH MANAGER'S ASSISTANT
SALOMON SMITH BARNEY
01.1998 - 01.2000
RETAIL OPERATIONS/COMPLIANCE MANAGER
HAMBRECHT & QUIST, INC
01.1990 - 01.1996
LIBERAL STUDIES -
BOSTON UNIVERSITY
HONORS PROGRAM - STUDIES IN MICROBIOLOGY -
UNIVERSITY OF NEW HAMPSHIRE
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