Tiffanye Rollerson

Process cash and securities transactions in the trust accounting system related to private equity and real estate position onboarding.
• Ensure all transactions are processed accurately and according to the relevant documentation.
• Ensure all documentation related to the transaction is appropriately archived and noted in Salesforce.

Review relevant documentation for private equity, real estate, and private debt investments.
• Complete risk analysis to determine if the assets are acceptable for PP Trust to custody
(inclusive of IRS guidelines, regulations, and internal polices/procedures).

Proactively communicate with clients via phone to advise them of the status of their request.
• Quickly remediate any issues or concerns arising from the client contact.
• Ensure all procedures related to client contact are adhered to.

Assist in training and development of junior staff members.
• Train new hires.
• Train existing employees on complex activities.

Lead institutional client conversions and de-conversions.
• Create action plans and ensure timely execution of related processing activities.
Communicate with Sales / Service teams on status of the plans.

• Sr Client Services Representative that answers questions regarding investments in private equity, real estate, private debt, and more.
• Effectively handles client inquiries by researching and analyzing complex issues. Adheres strictly to trust regulations and security standards including customer identification program (KYC), Gramm-Leach-Bliley Act, Bank Secrecy Act, Internal Revenue Code, and all other applicable banking and trust regulation set forth by IRS and other regulatory agencies.
• Acts as face of company
• Provides superior customer service through an omni-channel environment including chat, written correspondence, incoming calls, outbound calls, and emails to both internal and external parties such as clients, asset sponsors, financial advisors, attorneys, CPAs etc.
• Represents company in a highly professional manner while resolving issues and communicating information confidently.
• Executed and devised business development strategies to attract and acquire new clients using content marketing, cold-calling and networking.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained accurate record-keeping with proactive at
• Introduced clients to available online resources and services to increase convenience.

• Cultivating one-on-one relationships with advisors, their staff, and end clients.
• Serve as the Advisors primary point of contact and own their reason for calling from start to finish.
• Responding to questions regarding brokerage operations, advisory accounts, and direct business. Topics can range from helping them with new account opening as well as servicing transactions.
• Provide support to our advisors with our key technologies. Utilize CRM tool to accurately record and track service requests and follow-up.
• Work closely with other teams to achieve win-win outcomes for our Advisors.

• Provide excellent customer service to over 12 agents, clients, and Field Management, either in person, phone, or through electronic communication
• Support agency management with on-boarding of new agents
• Process agent contract and license requirements
• Assist with workflow of applications for life products, annuities, contract changes, policy billing, and initial and downstream accounting entries related to new business process
• Coordinate underwriting requirements by interacting with agents, client, outside medical vendors ,and underwriters
• Prepared, completed and processed customer account forms and database changes

• Cultivates strong relationships with selected clients
• Resolves client problems
• Performs follow-up on outstanding client issues
• Anticipates and responds to client's special needs
• Provides client training and orientation for Trust Company processes and systems
• Prepares client communications/reports
• Processes client requests received in daily mail delivery
• Participates in special projects
• Maintained industry knowledge through continuing education, training and monitoring of industry publications
• Improved operations by working with team members and customers to find workable solutions
• Protected company brand and improved customer satisfaction by finding creative solutions to problems arising from deliverables

• Prioritized daily workflow's, including all inbound calls, quotes and sales-related inquiries
• Completed company leadership training program
• Supported and completed wide range of administration task for 11 Regional Directors and their teams
• Coordinated efforts related to weekly, monthly, quarterly and annual mailings including delegating emails, birthday correspondence, and holiday cards
• Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions
• Stayed current on industry trends and changes and participated in professional development opportunities to strengthen product and service knowledge
• Used product knowledge to assist customers and suggest products
• Maintained well-stocked and organized sales floor with latest merchandise to drive sustained sales revenue