Jennifer Congdon
Springfield,MO
Summary
Highly skilled Relationship Manager with solid background in managing client relationships, resolving complex issues and promoting product growth. Strengths include robust interpersonal skills, strategic planning abilities, and aptitude for fostering positive rapport among staff and clients. In prior roles, significantly improved customer satisfaction ratings through exceptional service delivery while consistently achieving business objectives.
Overview
22
22
years of professional experience
Work History
Relationship Manager / Signature Service Manager
The Pacific Financial Group Inc.
10.2025 - Current
- Lead the Signature Service team while building and strengthening relationships with Investment Adviser Representatives (IARs), end-investors, advisors, and internal business partners.
- Built and maintained strong relationships with IARs, advisors, end-investors, and strategic business partners, supporting over 100 advisors.
- Managed escalated client service issues and complex operational matters, achieving timely and effective resolutions.
- Lead, coach, train, and develop Signature Service Associates while fostering a high-performing, client-focused team.
- Partner cross-functionally with Sales, National Accounts, Compliance, Accounting, Trading, and Client Services to resolve issues and deliver effective solutions.
- Coordinate representative firm changes and plan vendor transitions, ensuring proactive communication and a seamless client experience.
- Provide training and guidance on products, processes, services, technology, and client service procedures.
- Manage new account integration, including CRM setup, data accuracy, compliance review, and transition to Trading for 30+ accounts daily.
- Collaborate with all 10 partner custodians to resolve escalated issues and improve processing efficiency.
- Contributed to initiatives enhancing operational excellence, improving processes, boosting client satisfaction, and aligning with long-term business objectives.
Signature Service Associate
The Pacific Financial Group Inc.
Springfield , MO
10.2024 - Current
- Provided elite operational and service support to a select group of the top 25 performing advisors. Improving advisor experience.
- Fostered strong relationships with 20 advisors on Service Team by establishing trust and delivering timely solutions.
- Streamlined new account processing by coordinating paperwork with the Client Services team to ensure accuracy and timely completion.
- Collaborated with partner custodians to quickly resolve escalated account, distribution, and processing issues.
- Leveraged extensive knowledge of partner custodian requirements to ensure efficient processing and seamless client experiences.
- Resolved account errors, discrepancies, disputes, and processing delays to enhance advisor satisfaction.
- Delivered weekly account reports to advisors, detailing pending accounts and critical items for action.
- Collaborated with Trading, Compliance, Operations, and Sales teams to resolve account issues and maximize advisor and investor satisfaction.
Advisor Service Associate
The Pacific Financial Group
06.2022 - 10.2024
- Provided responsive client service and operational support to Financial Advisors and investors through phone and email.
- Responded to daily Financial Advisor and investor inquiries, providing timely support and resolution.
- Collaborated with the internal Sales team to maximize advisor and investor satisfaction.
- Processed new account paperwork and tracked account status with partner custodians through completion.
- Created and processed cases for account transfers, distributions, and investment changes.
- Coordinated with partner custodians and internal Trading, Compliance, and Operations teams to address account discrepancies and processing issues.
- Resolved account errors, disputes, and processing delays through timely investigations and solutions.
- Handled high-volume workload, meeting complex timelines with consistent accuracy.
- Maintained accurate CRM records and supported new account setup and integration.
Agent/Registered Representative
NYL Securities LLC
Springfield, USA
11.2019 - 02.2022
- Leverage strong communication and active listening skills to gain a deep understanding of client financial needs and goals related to protection planning and investments.
- Prepared and presented tailored financial solutions using New York Life products and services; educated clients on life insurance, long-term care, annuities, retirement planning, and college savings.
- Perform daily prospecting to identify potential clients and maximize market share and community impact.
- Drove client acquisition and growth through development of marketing strategies; utilized social media channels including Facebook, Instagram, LinkedIn; hosted events to enhance client engagement.
- Demonstrate a strong ability to adapt to quickly changing priorities in fast-paced environments.
- Foster and maintain collaborative working relationships with colleagues and leadership teams.
- Provided training, mentorship, and support to new and existing staff, enhancing team capabilities and service delivery.
- Prepared detailed reports to provide insights and support decision-making.
Account Manager
SGC Foodservice
Springfield, USA
05.2011 - 10.2019
- Earned recognition for increasing the school client base by 600% within one year.
- Drove customer satisfaction and retention by coordinating and facilitating engaging seminars, which focused on reviewing USDA School Nutrition Regulations, covering inventory practices, and building a four-week cycle menu for their schools.
- Engaged clients regularly to identify needs, gather feedback, and deliver tailored solutions.
- Resolved client issues, concerns, and complaints proactively to enhance satisfaction and retention.
- Solicited bid pricing from vendors and oversaw school business pricing models to ensure competitive offers.
- Executed strategic contract negotiations and prepared order forms for bid submission.
- Aligned objectives and bridged communications between vendors and inside sales representatives.
- Liaised with internal purchasing managers to address department school business needs, including K12 food products.
- Identified and resolved pricing and accounts receivable issues in a timely and effective manner.
Supervisor
Rock Bottom Restaurants
Denver, USA
05.2004 - 01.2011
- Provided dynamic leadership to food service staff while ensuring the delivery of quality customer service; managed up to twenty staff members per shift.
- Trained employees on policies, procedures, and products to enhance operational excellence.
- Handled complex and high-stress situations with professionalism and expertise to maintain service quality.
- Managed cash and checks, balancing end-of-night registers and deposits to ensure accurate financial reporting.
Education
DEGREE - ECONOMICS
University of Northern Colorado
Greeley, CO, USASkills
- Account Management
- Customer Service & Support
- Client onboarding
- Operational Excellence
- Needs Assessment
- Service Agreements
- Vendor Relations
- Cross-functional collaboration
- Team Development
- Issue Resolution
- Rapport Building
- Customer loyalty
- Escalation resolution
- Problem solving
- CRM tracking
- CRM administration
Hobbies and Interests
- Cycling
- Running
- Golfing
- Hiking
- Community events
- DIY projects
- Spending time with family
Technical Proficiencies
- CRM
- Microsoft Office Suite
- Social media
- Salesforce
- Google Suite
Volunteer Experience
Member of Junior League
Timeline
Relationship Manager / Signature Service Manager
The Pacific Financial Group Inc.
10.2025 - Current
Signature Service Associate
The Pacific Financial Group Inc.
10.2024 - Current
Advisor Service Associate
The Pacific Financial Group
06.2022 - 10.2024
Agent/Registered Representative
NYL Securities LLC
11.2019 - 02.2022
Account Manager
SGC Foodservice
05.2011 - 10.2019
Supervisor
Rock Bottom Restaurants
05.2004 - 01.2011
DEGREE - ECONOMICS
University of Northern Colorado