Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jared Leigh

Denver,CO

Summary

Licensed financial professional with 3+ years of experience in customer service, case management, and brokerage services. Skilled in managing complex cases, collaborating across teams, and ensuring accuracy and compliance in fast-paced environments. Proven track record of resolving issues efficiently, delivering radical client support, and meeting performance metrics. Seeking to apply this expertise in a strategic, case-focused role involving Estates, Divorce, and Power of Attorney with a focus on collaboration and compliance.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Customer Experience Representative

Robinhood Securities
01.2024 - Current
  • Triage and resolve 30-40 customer cases daily related to money movement, trading, compliance, and account services, demonstrating expertise in financial regulations and client management.
  • Collaborate cross-functionally with multiple teams, including Retirements, Asset Movement, Trading, and Operations Teams, to resolve complex cases and ensure seamless service delivery.
  • Conduct thorough case analysis and use problem-solving skills to isolate issues, ensuring compliance with regulatory guidelines and company policies.
  • Manage cases efficiently to meet SLAs while providing clear and accurate communication to clients through multiple channels (phone, email, chat).
  • Provide ongoing coaching to new representatives on case management, ensuring they understand how to meet service standards, follow processes, and adhere to legal and regulatory requirements.
  • Utilize de-escalation techniques to manage challenging customer interactions, maintaining a focus on resolution and client satisfaction.

Customer Relationship Advocate

Fidelity Investments
10.2022 - 01.2024
  • Managed client accounts, executing an average of 30+ trades per month, while ensuring full compliance with financial regulations.
  • Assisted clients with complex inquiries regarding accounts, trades, and retirement plans, collaborating with internal teams to resolve issues and offer timely solutions.
  • Empowered clients to leverage Fidelity’s online tools and services, fostering strong relationships through proactive problem-solving and support.
  • Managed client communications efficiently, ensuring that each interaction was clear, concise, and resolved in line with company policies and compliance standards.
  • Collaborated with colleagues across various departments to resolve intricate cases, ensuring clients received optimal solutions in compliance with all applicable regulations.

6th Grade Teacher

Weld District 6
08.2020 - 08.2022
  • Developed and implemented lesson plans tailored to state standards, ensuring a structured and organized approach to education.
  • Managed small teams and facilitated collaborative projects, encouraging teamwork and communication among students.
  • Analyzed 110 student's progress and adapted learning plans to meet individual needs, demonstrating strong organizational and problem-solving skills and remaining compliant with the legal accommodations provided by the personal learning plans.
  • Created a supportive environment, promoting positive behavior and fostering personal growth—skills that translated well into managing client relationships and resolving cases.

Education

Bachelor of Arts - Education

University of Northern Colorado
Greeley, CO
12-2020

Skills

  • Case Management: Handling simple and complex financial inquiries, ensuring compliance with regulatory requirements
  • Cross-Functional Collaboration: Coordinating with departments such as Trading, Compliance, Fraud, and Operations to resolve complex cases
  • Problem Solving & Critical Thinking: Using logical analysis to investigate, diagnose, and resolve issues efficiently
  • Compliance & Risk Management: Ensuring adherence to legal, regulatory, and company guidelines
  • Communication: Providing clear, concise updates to colleagues and clients
  • Service Level Agreement (SLA) Management: Monitoring progress and ensuring timely resolution of cases
  • Training & Leadership: Coaching and onboarding new team members to ensure adherence to best practices and SLAs

Certification

  • SIE
  • Series 7
  • Series 63

Timeline

Customer Experience Representative

Robinhood Securities
01.2024 - Current

Customer Relationship Advocate

Fidelity Investments
10.2022 - 01.2024

6th Grade Teacher

Weld District 6
08.2020 - 08.2022

Bachelor of Arts - Education

University of Northern Colorado

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Jared Leigh