Kim Nye
Stuarts Draft,VA
Summary
Motivated Client Service Representative with proven administrative, problem-solving and customer relations skills. Collaborative and driven with clear focus on putting clients first and supporting team needs. Well-organized, flexible and computer-savvy. Personable and dedicated Customer Service Representative with extensive experience in Financial Services industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
1
1
Certification
Work History
Registered Client Service Associate II
Truist Investment Services
Staunton, VA
01/13/97 - Current
- Provided exceptional customer service by responding to inquiries in a timely, accurate, and professional manner.
- Assisted clients with setting up accounts and transferring assets from other institutions.
- Maintained detailed records of client activity for compliance purposes.
- Performed account maintenance such as address changes, beneficiary updates, and password resets.
- Processed deposits and withdrawals according to established procedures.
- Researched discrepancies on accounts and resolved issues promptly.
- Coordinated with brokers, custodians, and internal departments to ensure accuracy of account information.
- Answered incoming calls from clients regarding their investments and portfolios.
- Prepared documents for new accounts as well as account transfers or distributions.
- Initiated wire transfers upon request of the client or broker and dealer representative.
- Reviewed financial statements for accuracy prior to sending them out to clients.
- Generated reports related to client performance, portfolio analysis, asset allocation.
- Ran daily reconciliations on all accounts utilizing various systems within the firm's platform.
- Monitored incoming mail to ensure that all documents were properly processed in a timely manner.
- Adhered to applicable FINRA rules and regulations while performing job duties.
- Participated in weekly team meetings to discuss industry trends and best practices.
- Updated client profiles with current contact information and investment objectives.
- Collaborated with back office staff members on various projects and initiatives.
- Conducted periodic reviews of client portfolios and recommended adjustments when necessary.
- Identified opportunities for process improvement and assisted in the development of new procedures.
- Facilitated communication between clients and other departments throughout the organization.
- Delivered high level of service and support to clients by ensuring that issues were responded to promptly.
- Set up meetings between financial advisors and clientele and occasionally joined in for note-taking purposes.
- Observed company regulations regarding information security to preserve integrity of client data.
- Supported clients by handling service requests, answering questions and acting as consistent resource.
- Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Scheduled and confirmed appointments based on customer availability.
- Maintained client relationships and listened to needs and pain points to provide strategic internal feedback.
- Managed and updated physical and digital client account information to keep records accurate and current.
- Personalized client experience, identifying unique needs and providing information and services to match.
- Promoted client satisfaction by working with operational teams in proper resolution of service issues.
- Greeted incoming customers to provide immediate, friendly and knowledgeable support.
- Collaborated cross-functionally, remaining up-to-date on products, services and policies to inform clients.
- Implemented new company platform initiatives, learning and mastering new technologies to improve client service.
- Scheduled meetings with prospective and existing clients to optimize long-term business success.
- Presented and explained fees, clearly clarifying invoices and company policies.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Audited customer account information to identify issues and develop solutions.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Leveraged detailed knowledge to recommend and select suitable products and services.
Education
Bachelor of Science - Elementary Education
Virginia Commonwealth University
Richmond, VA05-1986
Certification
- Series 7
- Series 63
- Series 66
- Series 9
- Series 10
- Life, Health and Annuity Insurance License
Accomplishments
- Sales Assistant of the Year in 1998
- Most Valuable Associate of the Year in 1999
Affiliations
- Currently serve on the Financial Advisor Work Group where we analyze broker workstations and enhance existing systems. We provide feedback to National Financial Services (NFS) on ways to improve both the client experience and the day-to-day operations of the Financial Advisor. We seek to enhance the resources available to the field and to improve our chances of success.
- Currently serve as a new software application pilot tester. My knowledge and expertise in the financial services industry assist IT developers in the development and enhancement of applications.
- 2020 - 2023 Served a 3 year term on the Cybersecurity Team - Participated in monthly meetings, learning the importance and value of monitoring red flags, identifying phishing, smashing and vishing. Educated clients on safe internet browsing and creating strong passwords.
References
References available upon request.
Timeline
Registered Client Service Associate II
Truist Investment Services
01/13/97 - Current
Bachelor of Science - Elementary Education
Virginia Commonwealth University
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