Monica Munoz

Work History

Maddux Orthodontics

11.2021 - Current

Resolve customer problems and complaints.
Provide real-time, accurate, and comprehensive responses to telephone and email inquiries regarding general issues, policies, procedures, and processes.
Assist HR department in determining staffing needs by analyzing business growth and seasonal trends, ensuring the right personnel were hired and trained as needed.
Perform administrative office duties, obtain health histories, and maintain records.
Process new and existing contracts for onboarding patients.
Knowledge in dental insurance inquiries and billing.

Commonwealth Financial Network

12.2018 - 05.2021

Provided comprehensive phone, virtual, and face-to-face education on Commonwealth’s systems to new advisors and their staff members.
Evaluated the accuracy of incoming paperwork received, opened new direct business and brokerage accounts.
Serve as a primary contact for new financial advisors regarding all operation-related issues and concerns.
Conducted presentations on the transition process to prospective advisors during home office visits.
Provided and trained on best practices for complex operational processing and procedures, manage and lead departmental projects as needed.

Commonwealth Financial Network

05.2014 - 11.2018

Identified workflow improvements and worked with operations team to establish new procedures.
Served as the primary point of contact and escalation for advisors and colleagues in a fast-paced call center.
Assisted with inquiries ranging from new accounts and money movement to complex cost basis.
Administered and created training for new employees on policies and procedures.
Mentored and coached team members to ensure successful performance.
Prepared and analyzed reports and oversaw email process and procedures.
Assisted financial advisors on the process of using DocUsign for their practice and provided other paperless options.

Independent Financial Group

08.2011 - 04.2014

Evaluated the accuracy of incoming paperwork received, opened new direct business and brokerage accounts
Performed and investigated various claims for financial advisors by explaining broker dealer laws and regulations
Mange and updated client information within a large web-based system
Calculate shares of mutual funds based on the current market value of each day
Created training resources for incoming new employees and provided the training on the policies and procedures.

LPL Financial Services

05.2010 - 08.2011

Maintained employee privacy and protected payroll operations by keeping all information confidential.
Supported processes and met deadlines to drive timely and accurate payments.
Authorized, coordinated and resolved complex financial situations.
Worked within a strict budget, administered commission corrections paid to financial advisors.
Provided accounts payable to employees by receiving and verifying expense reports and requests for advances and preparing checks.

Franklin Templeton Investments

Rancho Cordova, CA

2004.11 - 2010.08

Prepared, processed, verified, and adjusted transactions on company shareholder record keeping system.
Prepared daily status and holdover reports and completed research on various transaction related reports/issues as necessary.
Responsible for training and cross training other employees in addition to my daily workload.
Maintained employee privacy and protected payroll operations by keeping all information confidential.
Authorized, coordinated and resolved complex financial situations. Provided accounts payable to employees by receiving and verifying expense reports and requests for advances and preparing checks.
Provided and trained others on best practices for complex operational processing and procedures.