Duron N. McClain
Saint Louis,MO
Summary
An experienced professional with nearly two decades in the financial services industry, committed to delivering exceptional results, white-glove service, and process improvement, is seeking a position that will maximize current abilities while also providing opportunities to enhance skill set.
Overview
18
18
years of professional experience
Work History
Financial Service Professional
LPL Financial
04.2024 - Current
- Multi-skilled; New Accounts/Direct Business, Move Money, Account Transfers, Managed Accounts
- Manage 25-30 inbound calls daily from advisors ranging from simple balance inquiries to more challenging, cross-functional financial transactions in the areas of Money Movement, New Account Direct Business, Account Transfers, Managed Accounts; upholding the highest standards of service quality and efficiency
- Ensure achievement of performance metrics including average handling time, first call resolution, customer satisfaction, and adherence to schedule, while maintaining service excellence
- Conduct in-depth research and navigate multiple screens and databases adeptly to find accurate answers for advisors' and investor issues
- Navigate and utilize a diverse range of financial products and services during client interactions
- Engage in weekly touchpoints with your manager to discuss progress, address challenges, and explore opportunities for continuous improvement
- Ensures proper application of and compliance with internal and regulatory standards, guidelines, and procedures
- Demonstrate ownership by resolving problems in real-time during client interactions, ensuring a thorough and timely follow-up to guarantee client satisfaction, fostering lasting relationships
- Collaborate with internal service partners to achieve swift and effective resolutions for our valued callers, prioritizing a team-oriented approach to ensure client satisfaction
- Monitor the customer satisfaction levels and develop methods for increasing them
Operations Supervisor
iQor Holdings Inc
03.2023 - 04.2024
- Hired, trained, and prepared call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
- Ensured agents understood and complied with all call center objectives, performance standards, and policies
- Monitored and evaluated agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Identified creative ways to reduce cost by streamlining processes and systems (i.e
- Modification of responsibilities or consolidation of tasks, elimination of non-value added processes)
- Drove continuous improvement through trend reporting analysis and metrics management
- Offered new ideas and suggestions for improvement
- Identified and implements new practices and processes that are 'best in field'
- Demonstrated a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority
- Conferred with reporting manager on complex or unusual situations
- Exchanged knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization
- Ensured 100% adherence to all company policies and procedures (i.e, Security, Health, Safety and Quality)
- Maintained discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific
- Interpreted a variety of instructions furnished in written, oral, diagram or schedule form
- Understood and embraced the business and call center operations strategic direction
- Performed other duties as assigned
- Supervised daily operations to ensure adherence to company policies and procedures.
- Led cross-functional teams in process improvement initiatives, enhancing operational efficiency.
Enrollment Analyst
Private Client Resources, LLC (Remote)
04.2022 - 03.2023
- Drove the end-to-end client on-boarding process including submission of new account requests and paperwork and managing follow-up workflows ensuring timely completion of account access
- Researched and respond to account, process, and status related inquiries ensuring timely, accurate and detailed responses are provided
- Provided ongoing updates to external stakeholders and colleagues regarding next steps and outstanding deliverable items
- Proactively identified complexities and bottlenecks in workflows and escalate appropriately to ensure timely resolution
- Provided exceptional client service and support to external advisor/client teams in accomplishing project objectives
- Recognized opportunities for and provide operational training to stakeholders
- Contributed to idea generation and strategic transformation initiatives impacting the broader organization
- Collected investor data
- Monitored market-specific Service Level Agreements (SLAs) per contractual requirements, escalating issues to management as needed
- Served as the SME on all electronic enrollment system related issues
- Coordinated and develop user documentation and training material, working with business unit and technical personnel as required
Associate Manager - Investor Services
SS&C Technologies Inc
10.2018 - 02.2022
- Processed and reported investor transactions, including subscriptions, redemptions, and exchanges
- Processed high-value cash movements via wires
- Reviewed and approved Anti-Money Laundering tests according to US and Cayman regulations
- Reviewed and approved due diligence documents for fund investors
- Reviewed, understood, and could discuss governing documents for hedge fund clients
- Interacted with hedge fund principals and their investors
- Communicated with internal groups such as accounting, operations, legal, and compliance concerning transaction processing, billing, etc
- Reviewed the share register database to ensure that all activity is completed accurately and on time
- Coordinated the setup of new funds on the share registry system
- Responded to investor audit-related inquiries
- Provided periodic reports and feedback to Investor Services management on a multitude of investor services topics, client issues, and department initiatives
- Assisted with the training of investor services staff
- Interacted with C-Level executives regarding account management-related items
- Acted as the primary point of contact for client queries, concerns, and escalations
- Collection and review of AML/KYC documentation
- Reviewed / Approved client reporting, i.e, Monthly/Quarterly investor statements, Authorized Shares, ERISA status
- Provided systems and platform training for clients as well as underlying investors
Associate Manager - Hedge Fund Administration
State Street Corporation
08.2015 - 10.2018
- Processed Subscription/ Redemption/ Transfer requests
- Ensured all funds are received/paid
- Proactively followed up on outstanding documentation for transactions bank account cash reconciliations
- Generated transaction and client reporting
- Performed administrative duties including: Coordination of mailings for marketing, reporting, tax, and audit
- Ensured compliance requirements are met; including but not limited to: SEC headcount limits; Patriot Act and other anti-money laundering requirements
- Maintained investor files and register
- Supported Manager with specific client requirements or ad hoc requests
- Trained new team members on applying due diligence procedures and regulatory mandates
- Wrote procedures for internal and external auditing purposes
- Maintained friendly and professional client interactions at all times
Senior Operations Specialist (Transfers)
Brown Brothers Harriman & Co
05.2013 - 08.2015
- Trained new staff members
- Conducted client meetings regarding service level and ongoing projects, as well as planning for upcoming projects
- Instructed mutual and hedge fund stock transfer request
- Verified client account information
- Managed daily transfer request volume following the service level agreement
- Performed intraday and end-of-day reconciliation of daily work
- Helped to ensure all deadlines and requirements are being met
- Ensured timely response to internal and external requests
- Followed up on open client inquiries
- Interacted with other BBH departments for the resolution of transaction and account issues
- Communicated professionally and constructively to resolve issues to minimize risk and exposure effectively
- Contributed to Division and Firm process improvement activities by identifying gaps in procedures
- Assisted in the development and production of monthly management reporting
- Assisted team members with day-to-day activities when needed/providing backup
- Contacted Fund Companies to obtain transfer information to process transfers promptly
- Created stock transfer forms from signed asset listing; sent off to fund company for processing
- Followed up with each fund to obtain confirmation to settle the position on BBH's custody system; provide weekly updates to the conversion team
- Reviewed and confirmed that all information on the confirmation is accurate and matches the original asset listing, i.e, ISIN/CUSIP, Shares, BBH account, Dividend Options
- Settled positions onto BBH's custody system
Senior Operations Specialist (Settlements)
Brown Brothers Harriman & Co
11.2010 - 05.2013
- Supported activities in different markets (domestic, offshore, alternative) as well as positions/trading activity executed through a third-party vendor, intermediary, or service provider
- Resolved problems, research breaks, and identified incoming funds
- Interacted with other client departments/external Transfer Agents and Fund Administrators on the resolution of issues
- Followed up on open inquiries from clients
- Communicated professionally and constructively to resolve issues to minimize risk and exposure effectively
- Followed up with TA/Administrator on open trades for contract note details
- Tracked outstanding receivables/open issues and followed up for receipt
- Maintained accurate documentation and communicated related information to clients
- Posted related transactions in a timely and accurate manner to the activity ledger
- Provided superior client service
- Ensured timely response to internal and external requests
- Built and maintained relationships at all levels, both within and outside the organization
- Communicated as part of a team
- Ensured all deadlines and requirements are being met
- Challenged all processes, procedures, and practices to drive improvement
- Helped to enhance the productivity of the unit
- Identified and documented errors to reduce exposure
- Gained efficiencies to improve individual productivity
Operations Specialist (Transfers)
Brown Brothers Harriman & Co
07.2007 - 11.2010
- Instructed mutual and hedge fund stock transfer request
- Verified client account information
- Managed daily transfer request volume following the service level agreement
- Performed intraday and end-of-day reconciliation of daily work
- Helped to ensure all deadlines and requirements are being met
- Ensured timely response to internal and external requests
- Followed up on open client inquiries
- Interacted with other BBH departments on the resolution of issues
- Communicated professionally and constructively to resolve issues to minimize risk and exposure effectively
- Contributed to Division and Firm process improvement activities by identifying gaps in procedures
- Assisted in the development and production of monthly management reporting
- Assisted team members with day-to-day activities when needed/providing backup
- Contacted Fund Companies to obtain transfer information to process transfers promptly
- Created stock transfer forms from signed asset listing; sent off to the fund company for processing
- Followed up with each fund to obtain confirmation to settle the position on BBH's custody system; provide weekly updates to the conversion team
- Reviewed and confirmed that all information on the confirmation is accurate and matches the original asset listing, i.e, ISIN/CUSIP, Shares, BBH account, Dividend Options
- Settled positions onto BBH's custody system
Education
Bachelor of Arts - Philosophy
Saint Peter's University
Jersey City, NJ05.2007
Skills
- Time Management
- Decision Making
- Problem-solving abilities
- Attention to detail
- JIRA, Salesforce, CRM Systems
- Customer service
- MS Office Suite
- Teamwork and collaboration
- Leadership
- Relationship management
- Multitasking Abilities
- Critical thinking
Timeline
Financial Service Professional
LPL Financial
04.2024 - Current
Operations Supervisor
iQor Holdings Inc
03.2023 - 04.2024
Enrollment Analyst
Private Client Resources, LLC (Remote)
04.2022 - 03.2023
Associate Manager - Investor Services
SS&C Technologies Inc
10.2018 - 02.2022
Associate Manager - Hedge Fund Administration
State Street Corporation
08.2015 - 10.2018
Senior Operations Specialist (Transfers)
Brown Brothers Harriman & Co
05.2013 - 08.2015
Senior Operations Specialist (Settlements)
Brown Brothers Harriman & Co
11.2010 - 05.2013
Operations Specialist (Transfers)
Brown Brothers Harriman & Co
07.2007 - 11.2010
Bachelor of Arts - Philosophy
Saint Peter's University
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