Madison Norton

Onboarding Primary IC3, Licensed Client Case Representative

• Assisted clients with incoming and outgoing asset transfer requests using a variety of transfer types and systems such as ACATS, DRS, DWAC, PTF, and DTC
• Monitored and tracked cash flows such as asset transfers, rollovers, ACH, and wires to and from other financial institutions.
• Ensured client inquiries were resolved and communicated within defined service levels.
• Followed standardized procedures to resolve client issues.
• Conducted research to fulfill complex client requests and transactions.
• Ensured timely and accurate processing of security transfer requests.
• Utilized company CRM to guide clients through the transfer process.
• Analyzed account details and addressed transaction-related complexities.
• Handled complex or escalated client requests and communicated with internal departments or external institutions directly to resolve outstanding issues when needed
• Maintained updated records of all financial transactions to support traceability.
• Identified trends and contributed to process improvement efforts.
• Research and analyze client complaints to identify patterns and recommend process improvements to enhance overall client experience.
• Proactively reached out to clients to provide updates on their asset transfer requests and address any potential concerns or delays.
• Collaborate with the operations team to streamline asset transfer processes and reduce processing times.

Onboarding Apprenticeship IC2, Licensed Client Case Representative

• Responded to customer requests for products, services, and company information.
• Pre-filled and guided clients and prospective clients through new account applications.
• Provided pertinent information to clients regarding direct and indirect rollovers without entering into discussions that would influence a client's decision
• Monitored metrics and developed actionable insights to improve efficiency and performance by continuously meeting customer call guidelines for service levels, handling time, and productivity.
• Discussed important differences between qualified and non-qualified account types
• Developed and maintained proficient knowledge of Vanguard funds, products, services, and the financial industry overall.
• Delivered exceptional customer service to every client by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Onboarding Flexible Work Force Associate, Non-Licensed Client Relations Associate

• Assisted new and existing clients with pre-filling new account applications for simple account types, creating profiles and establishing online access.
• Managed relationships remotely using all available resources.
• Provided information necessary to complete direct rollovers from employer-sponsored plans. Limited to topics contained, such as money movement including indirect rollovers, discussing account types, and other topics like providing investment guidance
• Coached new hires and teammates in small groups by listening to calls and providing feedback and resources to help with each interaction
• Created an in-depth training resource through an organized OneNote for new hires that better aligned to specific workflow processes.
• Tasked with leading the discussion of voice of client inquiries with team members while providing guidance, knowledge, and support to identify strengths and weaknesses
• Answered confidential inquiries relating to customer account balances and account activity.

Foundational Services & Operations, Non-Licensed Client Relations Associate

• Utilized a wide range of internal systems to ensure accuracy, security, and accountability with each client interaction.
• Documented customer correspondence in CRM and other internal systems to track requests, problems, and solutions.
• Processed maintenance requests for account services such as ACH, beneficiaries, and address changes
• Provided excellent customer service and achieved a high rate of client satisfaction and retention
• Accurately verified information and updated information databases as necessary
• Redirected calls as needed and worked with upper management to address any outstanding issues or concerns
• Built strong working knowledge of company procedures and protocols
• Provided input to the development and achievement of team objectives
• Consistently met and surpassed productivity goals and weekly metrics for key performance indicators to drive client and company success
• Designated as the voice of client champion after continuously recognizing client concerns and de-elevating situations to drive customer satisfaction

• Organized bank statements, tax reports, and personal information into files.
• Gained knowledge of accounting principles and standards and general business practices to evaluate financial data and transactions.
• Coded invoices and other records to maintain organized and accurate records
• Observed confidentiality rules in job duties to improve overall data integrity and meet regulations
• Reconciled computer reports with manually maintained ledgers.

• Reviewed referral candidates and contacted qualified individuals to request applications.
• Provided recruiting activity reports to management utilizing industry-specific software and guidelines.
• Prepared candidate lists for hiring manager consideration and updated candidate pipeline daily
• Collaborated with recruitment and HR professionals to achieve hiring goals
• Contacted job applicants to inform them of application status
• Guided new hires through orientation and onboarding and explained documentation requirements to facilitate the HR process
• Developed and maintained orientation materials and benefits packets for candidates
• Supported recruitment with resume screening and interview scheduling.

• Strengthened operational efficiencies by developing organizational filing systems for confidential customer records and reports.
• Greeted candidates while answering any general questions they may have.
• Answered incoming phone calls, routing them to appropriate parties throughout the office
• Organized files and spreadsheets to simplify staff access or retrieval
• Handled assignments independently with good judgment and critical thinking skills.
• Maintained professional appearance while keeping the reception area clean and neat to give candidates a positive first impression.

• Answered calls and responded to inquiries from various parties, using strong active listening and open-ended questioning skills to resolve problems.
• Greeted clients, showed apartments, and prepared leases.
• Coordinated maintenance and repair requests
• Showed tenants around properties, highlighting features and redirecting concerns to capture interest
• Maintained in-depth knowledge of competition through consistent evaluation of market conditions and trends.

• Updated and monitored content on the company website and all social media platforms.
• Responded to requests for information from the media or designated an appropriate spokesperson or information source
• Developed, implemented and strengthened social media-based marketing campaigns and product promotions
• Relayed information from prospective home buyers to managers and help coordinate times for meetings
• Used social media to engage consumers, respond to questions or complaints and promote company initiatives