Eliza Filpo
San Antonio,TX
Overview
14
14
years of professional experience
Work History
Service Center Manager
LPL Financial
10.2021 - Current
- Handle immediate escalations needing management contact and advanced support issues.
- Review employee performance, and provide ongoing feedback and coaching to drive performance improvement. Administrative management duties: timecard approvals, interviews, review time-off requests, track attendance, etc.
- Maintain strong relationships with advisors and their support staff to ensure client satisfaction.
- Evaluate client feedback to identify areas for improvement in processes and services offered.
- Monitor Frontline performance reports, looking for trends and areas of improvement.
- Identify, interview, and hire exceptional team members, ensuring thorough evaluation, and strategic selection.
Senior Advisor Service Representative
LPL Financial
05.2021 - 10.2021
- Company Overview: Acquired Waddell & Reed in July 2021.
- Assist with brokerage account opening and maintenance, process asset movement requests, educate advisors, and explain policies and procedures.
- Actively monitored the department email box to ensure accurate and timely responses.
- Trained associates on proper email-handling procedures.
- Facilitated communication between internal departments and the Financial Advisor's office.
- Handled escalated calls from Advisor Service Representatives, and provided immediate consultation on call handling.
- Mentored and trained new hires, and helped improve and/or develop training materials.
- Educate and guide Financial Advisors through their Broker-Dealer Transition to LPL, assisting with account opening and processing inquiries
Advisor Service Representative
Waddell & Reed
10.2018 - 05.2021
- Handled incoming calls from clients regarding their investment accounts.
- Processed buys, sells, and trades of mutual funds for investors.
- Provided technical support for clients who were having difficulty navigating the website.
- Ensured compliance with company policies and procedures when dealing with advisors and their support staff.
- Researched client and advisor issues, and provided solutions utilizing available resources.
- Collaborated with team members to ensure customer satisfaction and resolve problems quickly.
Investment Support
Ameriprise Financial
04.2014 - 10.2018
- Company Overview: Ameriprise acquired Investment Professionals, Inc. in 2017.
- Processed efficiently and timely all key product lines for the firm, including brokerage, annuity, direct to fund, Business Development Company, REIT, and Managed Money.
- Monitored changes in the regulatory environment that affected representatives' ability to sell, with guidance from compliance, operations, and supervision teams.
- Resolved customers' issues in a professional and effective manner.
- Helped clients manage their brokerage accounts by completing online account transactions, such as investments, redemptions, and account maintenance.
- Provided comprehensive support to registered representatives.
- Assisted in the creation and improvements to training materials to assist Representatives with business production.
Telephone Banker
Frost Bank
01.2012 - 03.2014
- Responsible for identifying and meeting the financial needs for new and existing customers about bank products and services
- Responsibilities include acting as a mediator between customers, bankers and Central Credit Approval; providing quality customer service to prospective and existing customers inquiring about bank products and services; referring customers to other lines of business when the product and/or service are part of another division within the bank
- Originate Home Equity, Home Equity Lines of Credit, Home Improvement, and other consumer loan applications
- Achievements: Met million-dollar loan mark within the first month of hire
- National Mortgage License Number: 978784
Customer Service Team Lead
Frost Bank
01.2011 - 01.2012
- Responsible for supporting, supervising and motivating Customer Service Specialists
- Responsibilities included monitoring team members' performance and assisting management with annual reviews for team members
- Monitoring team members' attendance and punctuality; and providing customer service for Private Bankers
- Offering support to customer service specialists by handling calls of a complex nature requiring additional knowledge of products or services, a higher level of decision-making authority, or specific problem solving skills
- Achievements: Promoted to Bank Officer April 2012
Education
High School Diploma -
Holmes High School
San Antonio, TX01-2004
Skills
- FINRA SIE and Series 99 license
- Training and development
- Relationship building
- Employee coaching and mentoring
- Adaptability and flexibility
- Excellent communication skills, both written and verbal
Timeline
Service Center Manager
LPL Financial
10.2021 - Current
Senior Advisor Service Representative
LPL Financial
05.2021 - 10.2021
Advisor Service Representative
Waddell & Reed
10.2018 - 05.2021
Investment Support
Ameriprise Financial
04.2014 - 10.2018
Telephone Banker
Frost Bank
01.2012 - 03.2014
Customer Service Team Lead
Frost Bank
01.2011 - 01.2012
High School Diploma -
Holmes High School
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