Work Preference
Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Open To Work

Frank Ojeda

San Antonio,TX

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Operations SpecialistSurvivor Relations SpecialistMutual Fund Service SpecialistAgency Support SpecialistOffice Clerk/Investment Processor

Work Type

Full Time

Location Preference

RemoteHybridOn-Site
Location: San Antonio, TX, TX
Open to relocation: Yes

Salary Range

$60000/yr - $100000/yr

Important To Me

Career advancementPersonal development programsWork from home option4-day work week

Summary

Dynamic financial services professional with a proven track record in investment operations and client servicing within fast-paced, high-volume environments. Expertise in managing complex financial cases, processing account transactions, and analyzing operational workflows while ensuring strict adherence to regulatory standards and internal controls. Skilled in assisting clients with detailed account inquiries and efficiently resolving issues, consistently prioritizing accuracy, compliance, and exceptional client experiences. Recognized for strong analytical thinking, meticulous attention to detail, and a commitment to enhancing operational efficiency and service excellence.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Operations Specialist

Victory Capital Management
06.2025 - 04.2026
  • Manage end to end operational workflows across high volume, time sensitive financial cases, ensuring adherence to internal controls, regulatory standards, and service level objectives.
  • Process complex account transactions including asset liquidations, beneficiary distributions, documentation reviews, and account maintenance using Salesforce CRM and internal case management systems, maintaining a high degree of accuracy.
  • Assessed and prioritized a queue of approximately 70 cases, balancing workload effectively while adhering to quality and compliance requirements.
  • Oversee trade surveillance and operational reporting, reviewing employee personal account trades and service team trading activity to ensure transactions are processed accurately and remain compliant with internal policies and regulatory requirements. Investigate trade exceptions, resolve processing issues, and implement corrective actions to maintain reporting integrity.
  • Review and correct rejected service requests, and coaching the submitting representatives on proper documentation, policy adherence, and processing standards to reduce rework and improve first pass accuracy.

Survivor Relations Specialist

Victory Capital Management
09.2023 - 06.2025
  • Handled approximately 30 inbound client calls per day, collaborating with legal, compliance, and account services teams to address complex survivor inquiries and resolve issues related to account ownership, beneficiary designations, and estate transfer procedures.
  • Contributed to department projects aimed at improving processes, enhancing the customer experience, and increasing efficiency in survivor relations operations.
  • Assisted survivors in completing necessary paperwork and documentation required for processing survivor claims in accordance with regulatory requirements and company policies, providing guidance on required information and supporting documentation to facilitate efficient processing.
  • Utilized effective communication skills to explain account policies, procedures, and legal requirements to survivors and their representatives in a clear and empathetic manner, ensuring understanding and compliance.

Mutual Fund Service Specialist

Victory Capital Management
01.2023 - 09.2023
  • Developed and maintained relationships clients throughout, while proactively identifying opportunities to upsell and cross-sell products and services, resulting in increased revenue and improved client satisfaction.
  • Handled approximately 50 inbound client calls per day while processing mutual fund transactions including purchases, redemptions, and exchanges, investigating and resolving complex client account issues using multiple financial service platforms and internal systems.
  • Maintained accurate records of client accounts and transactions, ensuring compliance with industry regulations and internal policies.
  • Consistently met and exceeded Key Performance Indicators (KPIs) by maintaining a high degree of accuracy and compliance in all aspects of the job.

Agency Support Specialist

Conns HomePlus
08.2021 - 01.2023
  • Facilitated the retrieval and analysis of legal documents by working closely with external legal partners and utilized clerical expertise to ensure proper documentation upload.
  • Demonstrated analytical skills by creating advanced spreadsheets and leveraging Microsoft Excel to support daily operations and generate weekly/monthly reports.
  • Acted as a key point of contact between senior management and the team, collaborating on the development and enhancement of processes.
  • Ensured meticulous attention to detail during the signing and notarization of Affidavits, earning a reputation for consistently driving improvements.

Office Clerk/Investment Processor

Capital Group
02.2021 - 08.2021
  • Analyzed various types of investments to process with high attention to detail and problem-solving skills.
  • Maintained high levels of accuracy by conducting in-depth research and resolving discrepancies.
  • Collaborated closely with upper management to evaluate and escalate any discrepancies as appropriate.
  • Utilized Office365 and multiple software's simultaneously, while using a wide knowledge base.

Service Desk Specialist

OkinBPS
07.2020 - 12.2020
  • Routed, tracked, and managed client's service desk tickets from inception to close and documented issues and results.
  • Consulted via telephone to understand user problems, run through testing scripts, and ask probing questions to locate root causes.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Assisted online users via live chat, web conference, and phone to resolve issues related to cybersecurity software use and access.

Service Desk Associate

Walmart
01.2019 - 02.2020
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on an ongoing basis.
  • Maintained high productivity by efficiently processing refunds via cash, credit, debit, and voucher program payments for customers.
  • Oversaw store perimeter and enforced procedures to minimize losses and protect store assets.
  • Responsible for handling money transfers worldwide and resolving customer complaints.

Team Lead

Whataburger
09.2016 - 01.2019
  • Responsible for the implementation of the company's production guides and product-level system.
  • Developed and implemented strategies to enhance team performance, improve processes and increase efficiency.
  • Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.

Education

Associate's degree - Business Management and Technology

St Philip's College
San Antonio, TX
05-2027

High School Diploma - undefined

Academy of Creative Education
San Antonio, TX
12-2017

Skills

  • Financial Services Operations
  • Regulatory Compliance & Risk Monitoring
  • Trade Surveillance & Operational Reporting
  • Case & Workflow Management
  • Transaction Processing & Documentation Review
  • Process Improvement (Six Sigma)
  • CRM Systems (Salesforce)
  • Microsoft Excel Data Analysis
  • Microsoft Office 365
  • Analytical Problem Solving
  • Cross-Functional Collaboration
  • Detail Oriented Accuracy
  • Organizational & Time Management
  • Client Communication (Inbound & Outbound Calls)

Certification

  • Certified Notary Public
  • Six Sigma Yellow Belt

Timeline

Operations Specialist

Victory Capital Management
06.2025 - 04.2026

Survivor Relations Specialist

Victory Capital Management
09.2023 - 06.2025

Mutual Fund Service Specialist

Victory Capital Management
01.2023 - 09.2023

Agency Support Specialist

Conns HomePlus
08.2021 - 01.2023

Office Clerk/Investment Processor

Capital Group
02.2021 - 08.2021

Service Desk Specialist

OkinBPS
07.2020 - 12.2020

Service Desk Associate

Walmart
01.2019 - 02.2020

Team Lead

Whataburger
09.2016 - 01.2019

High School Diploma - undefined

Academy of Creative Education

Associate's degree - Business Management and Technology

St Philip's College

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