Jenna Morales
Belleville,IL
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Fund Custody Specialist
Inspira Financial
02.2022 - Current
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Managed cash flow effectively by monitoring daily transactions reconciling bank accounts regularly.
- Compiled general ledger entries on short schedule with 100% accuracy.
Client Service Associate
Horseman Group
06.2017 - 03.2020
- Enhanced client satisfaction by effectively addressing and resolving inquiries in a timely manner.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Researched issues and made quick decisions to achieve efficient and effective resolutions.
- Entered all changes to client data into system using Client Works, Annuity Websites, Excel, Microsoft Word, DST Vision, Redtail CRM.
- Offered every client knowledgeable and supportive assistance to meet all needs and build loyalty.
- Administered physical and digital filing systems, keeping records well-organized and easily retrievable by team members.
- Achieved results in ambiguous environment with high level of accuracy and attention to detail.
- Responded to telephone inquiries from clients and multiple Financial Advisors and delivered information to inform and educate callers.
- Compiled weekly monetary reports and records for multiple Financial Advisors.
- Completed all opening, closing, money movement, pension plan, 401k Documents for clients with speed and accuracy to maintain a high level of service to build trusting relationship.
IRA Operations Specialist
Wells Fargo Advisors
05.2014 - 06.2017
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Explained key information regarding products and services to customers to encourage informed decision-making.
- Reduced process lags, effectively training new entrants on best practices and protocol.
- Identified operational and performance issues and worked with managers to resolve concerns.
- Organized and maintained documents, files and records
Teller Coordinator
US Bank NA
03.2012 - 07.2013
- Ensured that all tellers were compliant in terms of federal regulations and corporate policies.
- Completed operational functions for approving transactions, cash control and branch security.
- Solved complex customer-related problems to promote repeat business.
- Attended ongoing education opportunities on company products, services and other lines of business.
- Actively involved in helping team members meet monthly goals and improve skills through consistent mentoring and in-depth job training.
- Promoted swift resolution of conflicts and issues between team members by listening and communicating effectively with all involved parties.
- Coached tellers on best ways to comply with internal controls, operational procedures and risk management policies.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts, cash audits, key audit, negotiable items audit, credit card audit.
Education
Associate of Applied Science - Organizational Behavior Studies
Colorado Technical University
Colorado Springs, COSkills
- Client service-driven
- Answering client questions
- Researching complex issues
- Team and Company focused
- 15 years' Banking and financial services background
- Data analysis
- 8 years' experience with data entry
- Attention to detail
- 20 years' customer service
- Proficient in Microsoft word, PowerPoint, Excel, and Quickly be trained on new systems
Timeline
Fund Custody Specialist
Inspira Financial
02.2022 - Current
Client Service Associate
Horseman Group
06.2017 - 03.2020
IRA Operations Specialist
Wells Fargo Advisors
05.2014 - 06.2017
Teller Coordinator
US Bank NA
03.2012 - 07.2013
Associate of Applied Science - Organizational Behavior Studies
Colorado Technical University
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