Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteHybridLocation: Phoenix, AZ
Open to relocation: Yes
Open To Work
Verified
This profile is verified using an email address.
FERNANDO PRESS
Chandler,AZ
Work Preference
Summary
Dynamic Wealth Management Client Services professional with a track record of enhancing client experiences and operational excellence. Successfully led the Brokerage Complaint Champion initiative, achieving a 95.29% quality score and a 94% year-to-date performance scorecard. Actively pursuing the Securities Industry Essentials (SIE) to deepen financial knowledge and client support capabilities.
Overview
11
11
years of professional experience
Work History
GWIM Sr. Operations Analyst
Bank of America
Chandler, Arizona
01.2024 - Current
- Provided complex inbound servicing to Merrill Wealth Management clients, Financial Advisors, branch partners, and internal business units.
- Research and resolve inquiries involving account balances, deposits, service requests, account maintenance, transactions, and operational support.
- Partner with Financial Advisors and operations teams to deliver seamless end-to-end client experiences.
- Led Brokerage Complaint Champion initiative, enhancing complaint capture, teammate education, and operational consistency.
- Exceeded quality expectations with a 95.29% QA average and 94% year-to-date performance scorecard, demonstrating commitment to service excellence.
- Recognized for handling sensitive client situations with professionalism, empathy, and sound judgment.
- Built trust with clients through clear and professional communication of complex financial information.
Credit Repair Specialist
Crowns & Keys LLC
02.2021 - 12.2023
- Analyzed client credit reports to identify areas for improvement.
- Developed personalized credit repair plans based on client needs.
- Educated clients on financial solutions and strategies to improve credit scores, enhancing their financial literacy.
- Provided guidance to clients regarding credit scores and their influencing factors.
- Analyzed consumer credit reports, collaborating with financial institutions to resolve account discrepancies for clients.
Claims Processor
Oscar Health
01.2016 - 02.2021
- Reviewed insurance claims for accuracy and completeness.
- Processed high-volume claims, ensuring compliance with quality and regulatory standards.
- Processed claims using electronic health record systems.
- Communicated with healthcare providers to clarify claim details.
- Investigated member issues and communicated solutions effectively, enhancing member satisfaction.
Education
Bachelor of Science - Human Services
Geneva College
Philadelphia, PA05-2016
Skills
- High-net-worth client service
- Financial advisor support
- Inbound client service
- Account maintenance
- Account oversight
- Regulatory compliance
- Operational excellence
- Multi-system navigation
- Complex problem solving
- Risk management
- Relationship management
- Cross-functional collaboration
- Attention to detail
- Complaint resolution
- Conflict Resolution techniques
Licenses And Professional Development
Securities Industry Essentials (SIE), In Progress
Timeline
GWIM Sr. Operations Analyst
Bank of America
01.2024 - Current
Credit Repair Specialist
Crowns & Keys LLC
02.2021 - 12.2023
Claims Processor
Oscar Health
01.2016 - 02.2021
Bachelor of Science - Human Services
Geneva College