JENNIFER L. WALDEN

Supporting two organizations: a financial advisory firm and an oil brokerage.

• Onboard new clients by walking them through required documentation, setup steps, and best practices for smooth engagement.
• Serve as primary point of contact for customers, providing support via phone, email, and digital platforms.
• Troubleshoot issues related to forms, compliance workflows, and digital submissions; escalate concerns when needed.
• Maintain accurate records, update client files, and document communication for seamless follow-through.
• Identify recurring customer questions and recommend process improvements to enhance clarity and efficiency.

• Delivered high-quality customer service to clients through phone, email, and in-person interactions.
• Guided clients through onboarding steps, document requirements, and appointment preparation.
• Scheduled meetings, managed calendars, and ensured clients had all necessary information for smooth engagement.
• Resolved customer concerns with empathy and clear communication, escalating cases when needed.
• Supported advisors by maintaining organized client records and ensuring compliance across documents.

• Assisted customers through detailed, multi-step onboarding and loan application processes.
• Communicated next steps clearly, verified documentation, and helped customers complete required forms.
• Resolved customer questions about application status; escalated complex concerns to processors or underwriters.
• Ensured accurate data entry, documentation tracking, and compliance alignment.

• 16+ years of progressive customer-facing roles, including team leadership, training, and daily operations management.
• Trained new hires and coached team members on customer engagement, policies, and store systems.
• Resolved escalated customer issues in fast-paced, high-volume environments.
• Managed scheduling, inventory, merchandising, and seasonal resets while ensuring efficient team performance.
• Recognized for reliability, adaptability, and exceptional problem-solving.