Tanisha Branch
Deltona,FL
Summary
Experienced Financial Services Professional with excellent employee development, customer service and analytics skills coupled with more than 20 years of experience. . Excellent team builder and leader of initiatives. Passionate about client service and building client relationships.
Overview
25
25
years of professional experience
Work History
Vice President | Wealth Solutions Team Manager
BNY Pershing
06.2023 - Current
- Manages Elite client service teams responsible for providing quality support to clients with transactions and resolving operational issues on a daily basis
- Maintains familiarity with industry best practices and seeks opportunities to implement them as appropriate
- Contributes to the development of strategic initiatives that are designed to improve the overall client service experience and improve team productivity and quality
- Resolves highly complex or non-routine issues or inquiries from senior-level or key individuals at clients, as needed
- Maintains relationships with business leaders to report client trends and needs.
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
Vice President | Account Manager Direct Brokerage Services
BNY Pershing
06.2012 - 06.2022
- Responsible for helping customers to grow their business by overseeing their entire Pershing relationship
- Introduce any applicable products and services as well as technology needs
- Required to be well versed on all Pershing products
- Responsible for the entire customer conversion and training process for DBS Introducing Broker Dealers
- Responsible for administering system entitlements and addressing escalated service issues.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
Customer Service Analyst | Global Customers
BNY Pershing
01.2009 - 06.2012
- Provide assistance to correspondents on issues relating to account opening procedures, account transfers, operational issues, tax reporting questions and concerns
- Develop client relationships by providing consistent and thorough customer service; respond to general inquiries, ensure resolution to escalated issues, provide evaluative guidance to prevent future issues
- Educate clients on the utilization of Pershing's vast array of products and services; best practices to maximize benefits and leverage available resources
- Provide training to correspondents and team members on new proprietary systems as well as changes to firm procedures.
Customer Service Liaison | Credit Services
BNY Pershing
03.2007 - 01.2009
- Received inquiries from IBD’s pertaining to retirement plans, money fund activity, specific transaction detail and various account issues
- Provided information to callers instructing how to create accounts, detailing required paperwork and researching of historical activity; also inform of rules of ownership and permissible investments
- Investigated account activity to locate discrepancies
- Located missing funds originating from domestic and international wire transfers
- Trained incoming employees on process and procedures as well as federal and firm regulations.
Customer Service Liaison | Rep Transitions
AIG Financial Services Corporation
- 02.2007
- Supported financial advisors within two broker/dealers regarding trade activity, Compliance regulations, Registration and Operations procedures, system navigation and general inquiries
- Investigated and resolved issues regarding client accounts and representative complaints
- Supplied information to the representatives to ensure compliance with AIG, FINRA and SEC standards
- Trained incoming employees in company policies and procedures
- Assisted fellow co-workers with interpreting and understanding work detail
- Maintained accuracy of information by attending and contributing to weekly training sessions.
Research Analyst | Dreyfus Support Team
Boston Financial Data Services
02.1999 - 12.2003
- Facilitated resolution through effective research procedures
- Supported colleagues in the Operations departments in the execution of special projects pertaining to transfers, retrievals and adjustments
- Monitored progress of ongoing issues to ensure accuracy and identify recurring problems to prevent future processes
- Communicated effective service processing procedures with superiors to reduce the occurrence of problems
- Trained incoming employees on the use of proprietary systems and company policies and procedures
- Developed innovative strategies and techniques for the enhancement of new employee performance.
Education
Bachelor of Arts -
University of Massachusetts
Skills
- Relationship Management
- Communication
- Career Coaching
- Mentorship
- Team Leadership
- Relationship Building
- Decision-Making
- Critical Thinking
- Coaching and Mentoring
- Complex Problem-Solving
Affiliations
Alumna Women Unlimited, Inc. - Lead Program, 2022-2023
FINRA Licenses
- Series 7
- Series 63
- Series 24
Timeline
Vice President | Wealth Solutions Team Manager
BNY Pershing
06.2023 - Current
Vice President | Account Manager Direct Brokerage Services
BNY Pershing
06.2012 - 06.2022
Customer Service Analyst | Global Customers
BNY Pershing
01.2009 - 06.2012
Customer Service Liaison | Credit Services
BNY Pershing
03.2007 - 01.2009
Research Analyst | Dreyfus Support Team
Boston Financial Data Services
02.1999 - 12.2003
Customer Service Liaison | Rep Transitions
AIG Financial Services Corporation
- 02.2007
Bachelor of Arts -
University of Massachusetts
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