Cortnie Stensland
Mesa,AZ
Summary
Performance-driven Vice President with 10 years of experience aligning systems with business requirements, policies, and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.
Overview
10
10
years of professional experience
1
1
Certificate
Work History
Vice President; Institutional Relationship Manager
MORGAN STANLEY
2021.01 - Current
- Results-oriented, seasoned, and 9/10 licensed manager with a proven track record of successfully orchestrating and navigating complex company acquisitions
- Reliably deliver strategic solutions that optimize operational efficiency, mitigate risks, and ensure a seamless integration process for clients, new employees, and the new businesses
- Facilitate constructive collaboration with Legal, Risk and Compliance Teams to develop innovative solutions and collectively establish streamlined procedures
- Crafted comprehensive processes and procedures tailored for audit protocols, ensuring adherence to industry standards and regulatory FINRA and SEC requirements
- Proficient in overseeing projects from initiation to completion, maintaining a focus on quality, timelines, and budget constraints
- Build efficient tracking and reporting for the onboarding of three new RIAs, 60+ new employees and 900+ clients
- Manages a team of 4 licensed associates that services 30+ Consultants with $150 billion+ in assets under management with the 5 pillars: Client Onboarding, Money Movement, Trade, Reporting, and Risk.
- Supervised the integration of 300+ client retirement plans from outside sources to the Morgan Stanley platform with a tight 90-day deadline from acquisition date
- Assisted tech partners in creating automated Workflows to make trade processes trackable in case management systems for SEC and FINRA audits
- Teamed up with the Global Financial Crimes unit to devise and implement fresh documentation for client onboarding processes
- Subsequently, coordinated with the Global Financial Crime team to ensure seamless routing of the new documents to the relevant teams for approval after submission by direct reports
- Demonstrated proficient leadership skills to motivate employees and build competent teams
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction
Vice President; Consumer Investments Registered Team Manager
MERRIL LYNCH
2015.01 - 2022.01
- Serve as the team’s subject matter expert by coaching and training management and front-line client service representatives on engagement strategies to meet referral goals of the business line
- Deliver span of control and performance management for up to 20+ unlicensed and licensed representatives to drive an efficient, productive, and responsive work culture across all call center operations
- Engage cross-functionally with business partners, operations management, compliance, and technology control functions to carry out key priorities, strategic decisions, and consistent execution of client services
- Develop operational policies and processes to ensure services are delivered in a manner that provides quality and timely resolution of customer support and account issues
- Recognize internal/external challenges that reduce the effectiveness of engagement activities and work in tandem with appropriate teams to formulate and implement solutions via special projects and change management activities
- Conduct in-depth interviews with potential candidates to ensure their experience and level of knowledge have provided a solid foundation for completing a rigorous licensing program
- Train and provide consistent performance feedback to front-line representatives to ensure teams are sufficiently poised and equipped with the tools, knowledge, and resources to augment brand visibility and business line growth
- Actively review sales scorecards and customer surveys to bring insights and trends into actionable plans that drive increases in team performance, retention, and promotability
- Completed a Lean project to better schedule manager availability and efficiency in delivering front-line support during peak escalation points by analyzing hourly escalation activity across multiple years
- Raised associate satisfaction from 58% to 91%, team adherence from 72% to 84%, and consistently performed above goal, resulting in being able to quickly promote representatives to higher positions
- Recovered 100K for an elderly client by training front-line staff to recognize fraudulent account activity and exemplified exceptional product knowledge to manage client issues beyond the skill level of junior associates.
Education
Master of Science - Accounting
GRAND CANYON UNIVERSITY
Phoenix, Arizona01.2016
Bachelor of Science - Political Science
ARIZONA STATE UNIVERSITY
Tempe, AZ01.2013
Skills
- Team Leadership
- Complex Problem-Solving
- Risk Management
- Process Improvement
- Project Management
- Staff Training and Development
- Pivot tables
- Artificial Intelligence
Certification
- Series 9/10 FINRA licenses
- Series 7/65/63 FINRA licenses
Quote
The road to success and the road to failure are almost exactly the same.
Colin R. Davis
Professional Development
- LEAD Committee Member
- LEAD Ambassador
- Institute for Inclusion Member
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridTimeline
Vice President; Institutional Relationship Manager
MORGAN STANLEY
2021.01 - Current
Vice President; Consumer Investments Registered Team Manager
MERRIL LYNCH
2015.01 - 2022.01
Master of Science - Accounting
GRAND CANYON UNIVERSITY
Bachelor of Science - Political Science
ARIZONA STATE UNIVERSITY
- Series 9/10 FINRA licenses
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