Jessica L. Borst
Palm Beach Gardens ,FL
Summary
Proven leader in client services with a track record of strategic initiatives at JP Morgan, enhancing client satisfaction and operational efficiency. Skilled in interpersonal communication and analytical problem-solving, adept at exceeding expectations in fast-paced environments. Achieved significant improvements in client retention and transaction processing through exceptional service delivery and attention to detail.
Overview
29
29
years of professional experience
Work History
Client Service Manager
JP Morgan
10.2018 - Current
- Support and drive strategic firm and branch initiatives by partnering closely with the Regional Director.
- Provide management and leadership of the sales support staff in the branch and satellite branch where no administrative management is present.
- Recruit, select, onboard, train administrative and sales support staff. Supervise and coordinate assignments for the sales support staff and evaluate problem areas to determine potential reassignments and trainings. Educate all employees on administrative policies and procedures as well as Firm's best practices
- Conduct performance reviews and exercise professional discretion for compensation, promotions disciplinary actions and terminations of all administrative and sales support staff in accordance with firm policy
- Partner with functional groups across the line of business on process improvement and day to day problem solving.
- Supervise and manage human resources, benefits issues, attendance, and vacation.
- Escalate supervisory and management issues to the Regional Director and Supervisory Manager when necessary. Partner with Regional Director and New York Management to address any management or staffing issues.
Client Service Associate
JP Morgan
02.2014 - 10.2018
- Responded promptly to client inquiries via phone, email, or face-to-face meetings, demonstrating commitment to exceptional service standards.
- Assisted in the retention of high-value clients through proactive communication and exceptional service delivery.
- Ensured timely processing of transactions, reducing errors and improving overall client satisfaction levels.
- Maintained accurate client records, allowing for efficient tracking of account activity and personalized service delivery.
Sr. Registered Associate
Morgan Stanley
12.2006 - 02.2014
- Own the client onboarding and account maintenance for new and existing clients by interacting with clients to collect account-specific information, obtain account documents and financials, and provide investment quotes to clients while complying with regulatory and firm policies and procedures
- Interface directly with clients and Financial Advisors to make investment recommendations, propose firm offerings and execute equity trades, mutual fund orders, fixed income trades and private investments
- Provide support across a diverse suite of products and applications including, but not limited to: Advisor Services, Wealth Planning & Advice, Goal Based planning, liabilities planning, banking & lending solutions, mortgages and digital offerings through JP Morgan Online and mobile suite
- Perform daily administrative and operational duties that support the Financial Advisor(s) and clients, including direct communication with clients regarding money transfers, account maintenance, portfolio review preparation and ad hoc requests, and attending client meetings
- Serve as a liaison between the Financial Advisor team, branch management, compliance and various other business units throughout the firm
- Proactively supports firm and regional initiatives and remediations, and actively participate in recurring local, national and technology team meetings
Sr. Client Associate
UBS Financial
09.2004 - 12.2006
- Own the client onboarding and account maintenance for new and existing clients by interacting with clients to collect account-specific information, obtain account documents and financials, and provide investment quotes to clients while complying with regulatory and firm policies and procedures
- Interface directly with clients and Financial Advisors to make investment recommendations, propose firm offerings and execute equity trades, mutual fund orders, fixed income trades and private investments
- Provide support across a diverse suite of products and applications including, but not limited to: Advisor Services, Wealth Planning & Advice, Goal Based planning, liabilities planning, banking & lending solutions, mortgages and digital offerings through JP Morgan Online and mobile suite
- Perform daily administrative and operational duties that support the Financial Advisor(s) and clients, including direct communication with clients regarding money transfers, account maintenance, portfolio review preparation and ad hoc requests, and attending client meetings
- Serve as a liaison between the Financial Advisor team, branch management, compliance and various other business units throughout the firm
- Proactively supports firm and regional initiatives and remediations, and actively participate in recurring local, national and technology team meetings
Client Service Associate
Smith Barney
04.1995 - 09.2004
- Assisted in the retention of high-value clients through proactive communication and exceptional service delivery.
- Ensured timely processing of transactions, reducing errors and improving overall client satisfaction levels.
- Maintained accurate client records, allowing for efficient tracking of account activity and personalized service delivery.
- Provided comprehensive support to senior associates, facilitating effective client relationship management.
- Communicated with clients regarding account services, statements, and balances.
- Coordinated with internal teams to ensure seamless execution of client requests, resulting in improved operational efficiency.
Education
No Degree - Business Administration
Cape Cod Community College
Barnstable, MA No Degree - Developmental Psychology
Emmanuel College
Boston, MA Skills
- Exceptional interpersonal skills with the ability to maintain close working relationships Ability to interface with people at different levels within the organization and various locations
- Excellent verbal and written communication skills Ability to multi-task and work well under pressure Prior experience in meeting deadlines and exceeding expectations Ability to perform well in a deadline-driven, fast-paced environment
- High attention to detail, good analytical skills and a team player
Certification
SIE, Series 7, Series 63, Series 66, Series 9 & 10 Licensed
Timeline
Client Service Manager
JP Morgan
10.2018 - Current
Client Service Associate
JP Morgan
02.2014 - 10.2018
Sr. Registered Associate
Morgan Stanley
12.2006 - 02.2014
Sr. Client Associate
UBS Financial
09.2004 - 12.2006
Client Service Associate
Smith Barney
04.1995 - 09.2004
No Degree - Business Administration
Cape Cod Community College
No Degree - Developmental Psychology
Emmanuel College