Craig Nugent
Blackstone,MA
Summary
Diligent and driven Financial Professional who has achieved success in a variety of roles with increasing levels of responsibility. An effective communicator and team-builder with strong analytical, management and organizational skills. A skilled financial professional with 20 years of financial services industry and 10 years of management experience.
Overview
35
35
years of professional experience
Work History
Consultant Client Service Manager
Northern Trust Corporation
Boston, MA
03.2024 - Current
- Oversee service levels to dedicated clients by ensuring the timely and accurate delivery of client reporting. Collaborate closely with business teams to facilitate best-in-class service.
- Attend operational meetings with clients. Represent the Partnership Servicing Group, and maintain a strong awareness of PSG-related initiatives to provide clients insight on new efficiencies, regulatory initiatives, and overall services.
- Prepare presentation materials for client due diligence meetings. Attend client meetings, and provide business updates.
- Operate independently, and maintain in-depth knowledge of the business unit and team functions.
- Develop an in-depth understanding of clients’ products and servicing needs. Ensure proper support across teams, and plan for future development needs.
- Manage client change initiatives across teams and business units as needed. Conduct detailed process analysis to understand client requests and inquiries. Provide consultative support to address clients' business needs.
- Cultivate and maintain a working relationship with Relationship Managers, Client Service Delivery Managers, and other Service Managers to ensure client service needs are met.
- Act as the key client contact within the area of expertise, and follow up on day-to-day client queries and issue resolution.
- Assist client(s) and partners with complex problem resolutions.
- Address servicing issues with urgency. Lead efforts to identify root causes and preventative measures.
- Provide technical expertise for new or complex products or services. Oversee the implementation of new processes to support these products and services on an ongoing basis to ensure that client needs are met.
- Maintain a working knowledge of service level descriptions, agreements, as they relate to job functions, and division deliverables.
- Provide management reporting on transactions, including statistics on volume, productivity, new development, and service impact to clients.
- Interact with various operations areas to improve client-specific processes.
Account Manager- Retirement
Transamerica
Canton, MA.
10.2020 - 03.2024
- Provided daily administrative support for retirement plans with minimal supervision.
- Developed strong working relationships by identifying customer expectations.
- Collaborated with management to research and negotiate resolutions for client issues.
- Cultivated proactive relationships with clients and internal teams to enhance retention and profitability.
- Delivered accurate information that consistently met quality metrics.
- Identified and communicated potential improvements to management for operational efficiency.
- Gathered data from multiple systems to troubleshoot and resolve complex client issues independently.
- Led strategic client meetings, both in-person and via conference calls.
Relationship Manager
Bank of America Franklin FC
Franklin, MA
03.2017 - 08.2020
- Consumer and Small Business, Act as the face of Bank of America by providing products and services to clients to help with their financial needs
- Advise on the appropriate financial solutions and services to consumer and small businesses
- Build relationships with clients and small businesses to uncover their financial goals
- Connect customers to product specialists and team partners to help meet their unique life priorities such as managing expenses, building wealth, managing debt, home buying, college saving and planning for unexpected life events
- Open new accounts for new and existing clients within the guidelines and procedures of Bank of America
- Explain all the benefits associated with all bank products
- Assist clients with international and domestic wire transfers
- Work closely with other team members and business partners to support client needs
- Assist clients with service issues
- Resolve problems independently or escalate as needed to promote customer satisfaction
- Continuous completion of compliance training
- Operated in a self-directed environment with minimal input to solve problems and implement resolutions
- Utilized prospecting techniques to identify potential clients and create opportunities to sell financial services
- Utilized prospecting techniques to identify potential clients and create opportunities to sell financial services
- Educated clients on available technological tools that would enable them to find solutions to achieve their financial goals
- Executed wire transfers, stop payments and account transfers.
Account Resolution Unit Manager
Bank of New York Mellon Asset Servicing
Westboro, MA
01.2005 - 12.2015
- Managed the day-to-day operations of the department and staff
- Served as a direct interface between senior operation management
- Analyzed trends and developed strategies to improve team performance
- Maintained regular client interaction, including project involvement and consultative services as required
- Made informed decisions to allocate internal and external gain/loss
- Coordinated multiple departments when involved with various Management Company or operational initiatives
- Including conversions, mergers, and system enhancements
- Ran and analyzed daily defense reports to determine any pricing errors and make sure all processes were
- Correct
- Ran and attended monthly staff meetings along with the other managers within the department
- Analyzed dealer commissions to determine the payments were correct or if there were any corrections needed
- Ran dump reports to make sure we were operating correctly and within industry standard
- Conducted mid-year and end year employee reviews
- Ran daily morning huddles with staff as part of a process improvement initiative
- Analyzed client accounts to determine if any corrections were needed to assure accuracy
- Attended weekly client review calls implemented to make sure we were taking care of all our client’s needs
- Managed and serviced over 30 mutual fund clients
- Investigated red flags for fraud, embezzlement, money laundering, tax evasion, false accounting statements
- Organized crime, terrorist financing and insider trading
- Complied with regulatory requirements including Bank Secrecy Act, Anti-Money Laundering, OFAC, USA Patriot
- Act, Privacy Act and Community Reinvestment Act
- Verified data integrity and accuracy
- Assisted various business groups with document organization and dissemination during acquisitions.
Management Company Support Principal
PNC Bank
Westboro, MA
12.2000 - 01.2005
- With little or no supervision fostered PNC and client relationship by acting as a liaison between various departments, client, and peers.
- Expeditiously handled a broad range of customer and servicing issues related to the Transfer Agent
- Responsibilities, including account corrections and direct communication with internal and external clients
- Handled complex and escalated issues with ease
- Provided feedback to management company and internal departments related to potential gain/loss, security, and breach infractions
- Produced ad hoc reports and documents for senior team members
- Performed initial client assessment and analysis to begin research process
- Responded to customer requests via telephone and email
- Verified data integrity and accuracy.
Account Executive Inside Sales Rep
Insight Enterprises
Tempe, AZ
01.1996 - 06.2000
- Acted as a trusted adviser to clients, focusing on selling IT solutions, and consulting on current IT environments
- Built and managed my own book of business and drove the full sales cycle, from initial contact to close
- Developed and maintained client relationships within a territory
- Conducted outbound phone calls and received inbound inquiries
- Engaged the IT specialists to develop long-term buying relationships with organizations of all sizes
- Developed relationships with Insight's partners, including industry leaders such as Microsoft, IBM, HP, Lenovo to
- Wrote sales contracts for orders obtained and submitted orders for processing
- Always maintained friendly and professional customer interactions
- Determined needs, delivered solutions, and overcame objections through consultative selling skills
- Answered customers' questions regarding products, prices, and availability
- Developed and deepened customer relationships to drive revenue growth
- Emphasized product features based on analysis of customers' needs.
Call Center Phone Rep
PFPC Investment Servicing
Westboro, MA
01.1994 - 09.1995
- Assisted mutual fund shareholders, broker/dealers, and fund companies with inquiries & transactions
- Maintained productivity and quality to ensure customer satisfaction
- Provided or requested moderately complex information
- Screened calls and responded to non-routine calls, made proper referrals
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot
- Answered customer telephone calls promptly and in an appropriate manner
- Actively pursued personal learning and development opportunities.
AWL Assembly Line Leader
Bose Corporation
Framingham, MA
06.1991 - 11.1993
- Performed different daily tasks on the assembly line
- Ran periodic tests on speakers to ensure the quality of the product
- Followed set forth guidelines on how each specific speaker needed to be assembled.
Education
Some College (No Degree) - Business Management
Northeastern University
Boston, MASkills
- Staff leadership and development
- Customer relations
- Reliable
- Excellent communication skills
- Account reconciliations
- Process implementation
- Risk management assessor
- Goal-oriented
- Sales understanding
- Solution development
- Product knowledge
- Detail-oriented
Timeline
Consultant Client Service Manager
Northern Trust Corporation
03.2024 - Current
Account Manager- Retirement
Transamerica
10.2020 - 03.2024
Relationship Manager
Bank of America Franklin FC
03.2017 - 08.2020
Account Resolution Unit Manager
Bank of New York Mellon Asset Servicing
01.2005 - 12.2015
Management Company Support Principal
PNC Bank
12.2000 - 01.2005
Account Executive Inside Sales Rep
Insight Enterprises
01.1996 - 06.2000
Call Center Phone Rep
PFPC Investment Servicing
01.1994 - 09.1995
AWL Assembly Line Leader
Bose Corporation
06.1991 - 11.1993
Some College (No Degree) - Business Management
Northeastern University