Rosanna Pomicter
Brokerage Complex Support Manager
Charlotte,NC
Summary
Collaborative leader dedicated to partnering with vendors and teammates across departments to promote engaged, empowering work culture and achieve client satisfaction. Documented strengths in building and maintaining relationships in dynamic, fast-paced settings. Results-oriented with proficiencies in multitasking, attention to detail, and explaining complex concepts in a simplified manner.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
2
2
Certificates
Work History
Brokerage Complex Support Manager
Truist Investment Services, Inc.
Charlotte, NC
11.2021 - Current
- Supervise staff of 17 registered and non-registered Client Service Associates by implementing firm and industry policies, protocols, reward and disciplinary action, to provide centralized support to Financial Advisors and their clients across TIS footprint.
- Onboard, train, and provide ongoing coaching of teammates through day-to-day work and complex problems.
- Coordinate with various Complex Division Managers and their Regional Operations Managers based on need and FA feedback.
- Interpret management directives to define, document and implement administrative processes.
- Assess previous resolutions to uncover deficiencies in coverage and develop improvements.
- Establish and update work schedules to account for changing staff levels and expected workloads.
Regional Operations Manager
Truist Investment Services, Inc.
Charlotte, NC
01.2021 - 11.2021
- Hired and trained eight new CSAs 2019 - 2021, working towards a new support model for the BB&T / SunTrust merger. Transitioned three hSTIS CSAs into team.
- Assisted with coordination and testing of new telephone systems and hotlines; train CSAs on usage.
- Managed and motivated personnel to continuously improve knowledge of new systems, abilities in client servicing and administrative duties. Initiated mentoring program to improve areas of weakness.
- Mitigated business risks by working closely with staff members and assessing performance.
- Engage with teammates and managers within and outside my LOB to understand gaps and coordinate solutions, including but not limited to clients' transition from MarketConnect to Wealthscape.
- Act as escalation point for CSAs, FAs, and clients to remedy concerns and complaints.
- 2020 Truist Performance Awards - Winner
Brokerage Sales Support Manager
BB&T Investment Services, Inc.
Charlotte, NC
04.2019 - 01.2021
- Supervise staff of eight Sales Support / Client Service Associates in handling incoming requests from clients and advisors, and set weekly goals.
- Onboard, train, and provide ongoing coaching of 16 teammates through day-to-day work and complex problems.
- Created lists of potential customers based on regional markets and assigned sales tasks to team. Communicated progress of monthly and quarterly initiatives to internal and external teams.
- Held one-on-one meetings with sales team members to identify hurdles and offer insight into best remedy.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Investment Client Services Assistant Manager
BB&T Securities
Charlotte, NC
03.2017 - 02.2019
- Cross-trained with and backed up Client Services Manager by handling escalations, assist with team schedules and floor oversight.
- Maintained up-to-date knowledge of product and service changes that increased efficiency and team productivity by promoting operational best practices.
- Implemented and developed customer service training processes and presented during new FA and CSA Orientation regarding company operations, policies and services.
- Followed up and developed empathetic client relationships to earn reputation for exceeding service standards goals.
- Collaborated with teammates to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Investment Client Services Representative
BB&T Investment Services, Inc.
Charlotte, NC
11.2015 - 03.2017
- Helped 40+ internal and external customers daily with positive attitude and focus on customer satisfaction.
- Answered queries received through our hotline, email, fax, and mail.
- Addressed escalated customer service issues sent from sales and service teams to diffuse complaints and save customer relationships.
- Helped clients navigate and understand how to use their online dashboards; included troubleshooting certain browsers and smartphone apps.
- Helped with cross-training other teammates.
- Trained advisors in Straight Through Processing and assisted with conversion from Susquehanna in 2015, and NatPenn in 2016 to BB&T.
Brokerage Sales Coordinator
Susquehanna Wealth Strategies / Cetera
King of Prussia, PA
05.2010 - 11.2015
- Worked within OSJ to directly support Principal Managers with new business review, approval, transmission.
- Initiated and kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service.
- Answered constant flow of internal and external customer calls and emails with minimal wait times.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Used company troubleshooting processes and critical thinking to evaluate technical problems and remedy in real time.
- Handled advisor monthly commission reporting.
- Leading up to and after Susquehanna's acquisition by BB&T, aided with re-papering and advisor navigation.
Education
Bachelor of Science - Biology
West Chester University
West Chester, PA 09.2005 - 05.2009
Skills
Customer service understanding
Certification
FINRA Series 6
Timeline
Brokerage Complex Support Manager
Truist Investment Services, Inc.
11.2021 - Current
Regional Operations Manager
Truist Investment Services, Inc.
01.2021 - 11.2021
Brokerage Sales Support Manager
BB&T Investment Services, Inc.
04.2019 - 01.2021
FINRA SIE
10-2018
Investment Client Services Assistant Manager
BB&T Securities
03.2017 - 02.2019
Investment Client Services Representative
BB&T Investment Services, Inc.
11.2015 - 03.2017
FINRA Series 6
11-2014
Brokerage Sales Coordinator
Susquehanna Wealth Strategies / Cetera
05.2010 - 11.2015
Bachelor of Science - Biology
West Chester University
09.2005 - 05.2009
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