Nicole Aguiar

Collaborate with branch partners in the South Boston market to manage service requests and resolve complex issues, driving client satisfaction.

• Handle end-to-end service, problem resolution, and research requests for Investor Center associates, including NIGO (Not In Good Order) items, for both covered and non-covered clients. Manage requests submitted digitally and via scanned paperwork from Investor Centers, ensuring timely and accurate processing.
• Serve as the primary point of contact for the Providence Investor Center 331, fostering strong relationships and ensuring associates feel confident and supported when using digital channels and the WMS Guide to Engagement, providing guidance and reinforcement as needed.
• Assist team members by providing guidance on case management processes, leveraging technical platforms, and sharing relevant content resources.

Delivered exceptional service to premium and private clients, assisting with complex financial needs including website navigation, precious metals trading, account maintenance, and money movement.

• Recognized for outstanding performance: Team MVP (Nov 2022) and MCA Award recipient (Feb 2023).
• Excellence in Action (EIA) Award winner for Q4 2022, based on peer and leadership nominations.
• Achieved top-tier performance metrics in first month as a High Net Worth representative: 6.39 Calls Per Hour (1st quartile), 86% client satisfaction, and 98% adherence.
• Commended by leadership for consistency, reliability, and demonstration of leadership potential.