Tonya Umbehagen
Covington,LA
Summary
Seasoned leader with a diverse background in risk management, talent acquisition, performance management and consumer finance. I have 14 years’ experience with Merrill / Bank of America and have demonstrated strong leadership ability and performance results. My passion is collaborating and making alliances across the enterprise to drive strategy and grow market share. I am eager to continue to grow with high performance delivery.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Market Sales Director
Merrill Lynch
06.2022 - Current
- I hire, develop and lead a team of Wealth Management Banking Specialists who support 3 Merrill markets, Oklahoma, Memphis / Little Rock and Louisiana Mississippi
- I partner closely with Market Executives, Resident Directors, and Financial Advisory teams
- My goal is to marry the Merrill standard of care with solutions offered through our consumer banking channel
- I am responsible for driving local and national strategies and tactics to support the client experience while looking for opportunities to deepen client relationships and grow market share
- I partner with product specialists to ensure all capabilities across the organization are offered to clients
- With a focus on talent management, coaching and developing a successful team is key to market expansion and growing market share
- My goal is to deliver a best-in-class service to our Merrill partners and clients.
Market Client Relationship Manager
Merrill Lynch
01.2017 - 06.2022
- As a member of the market leadership team, I partnered with the Market Executive, Resident Directors, and Financial Advisory teams to deliver an exceptional client service model with a digital first mindset
- As a MCRM I was responsible for hiring and leading a team of over 100+ Client Associates and Operations Support staff to ensure client expectations are met while balancing the risk associated
- In addition, I was successful in the implementation and delivery of firm strategy through the execution of the Market Strategy Plans
- Hire, develop and lead a team to support Financial Advisor teams and deliver exceptional client service
- Lead the service delivery model and wealth management banking strategy of respective markets to drive business growth
- Coaching teams to deliver the modern Merrill focused on digital solutions and enterprise capabilities
- Proactively identifying opportunities to connect Financial Advisors and clients to the broader enterprise through partnership with product specialists
- Managing daily operations ensuring compliance to industry regulations, and policies and procedures
- Supervise financial transactions and operations to drive risk management best practices and ensure compliance with policy and procedure while preparing to effectively manage any type of branch audit.
Registered Wealth Management Client Associate
Merrill Lynch
03.2010 - 01.2017
- As a Client Associate I was a sales support owner, typically providing dedicated operational and sales support to multiple Financial Advisors
- As a CA I also supported enterprise strategic objectives, operational excellence goals and client advocacy within the FA’s business
- I was very motivated to provide best in class service to clients looking for ways to make their financial lives better
- Service owner supporting a team of Financial Advisors
- Responsible for streamlined account opening process for new relationships
- Prepare Advisors for client appointments by researching investments and holdings
- Schedule and coordinate client appointments
- Provide timeliness, accuracy, and completeness with client service needs
- Plan and implement client seminars
- Served as a Branch Coach from January 2014 to January 2017, coaching and mentoring my peers.
Client Associate
Olson Insurance & Financial Services
Tallahassee, Fl
04.2007 - 03.2010
- As a Client Associate for Olson Financial I was a sales support owner providing dedicated support to Florida State University and Tallahassee Community College’s participants of 403(b) plan
- Service owner supporting Financial Advisors
- Responsible for streamlined process for 403(b), Annuity, Life & Long Term Care applications from start of application through policy issue
- Ensure all employees of both FSU and TCC were given the opportunity to enroll in 403(b) plan, and all existing employees were serviced
- Maintain calendar and schedule appointments for all Advisors
- Research and prepare for client appointments
- Communicate all compliance changes and additions with staff during weekly staff meetings
- Service all client accounts with changes to allocations, beneficiaries, address etc
- Each of these changes are communicated with the Carriers and then verified with follow up before being noted as complete.
Customer Service Representative - Licensed Life, Health Agent
State Farm Insurance
Perry & Tallahassee, Fl
05.2002 - 04.2007
- As a Customer Service Representative for State Farm I was responsible for deepening client relationships by offering multiple lines of insurance identified through client insurance reviews
- I was a Life and Health Agent and was a lead sales agent in the North Florida market for 3 consecutive years
- Conducted Insurance & Financial Reviews with new prospects and current policyholders to generate interest in multiple lines of insurance and financial services available through State Farm
- Responsible for sales goals set by the market
- Provided prompt, accurate, friendly, cost-effective service and utilize it as a basis for establishing a marketing opportunity
- Service existing and new customer relationships.
Skills
- Performance Tracking
- Sales Coaching
- Goal Setting
- Teamwork and Collaboration
- Written Communication
- Customer Retention
- Problem-solving abilities
- Leadership Development
- Sales tactics
- Business Development
- Self Motivation
- Relationship Building
- Problem-Solving
- Excellent Communication
- Attention to Detail
- Performance Evaluation
- Strategic Planning
- Professional Demeanor
Accomplishments
- 2018 - 2021: President of the LA/MS Chapter of the Women’s Exchange
- 2022: Leadership Advisory Council, Acquisition Committee Member
- 2021: Leadership Advisory Council, FADP of the Future Committee Member
- 2019: Nominated for the Emerging Leaders Program
- 2014 - 2017: Served as a Client Associate Branch Coach
Certification
FINRA Series 7 - General Securities Representative
FINRA Series 66 - Uniform Combined State Law Exam
FINRA Series 9 - General Securities Sales Supervisor
FINRA Series 10 - General Securities Sales Supervisor
Timeline
Market Sales Director
Merrill Lynch
06.2022 - Current
Market Client Relationship Manager
Merrill Lynch
01.2017 - 06.2022
Registered Wealth Management Client Associate
Merrill Lynch
03.2010 - 01.2017
Client Associate
Olson Insurance & Financial Services
04.2007 - 03.2010
Customer Service Representative - Licensed Life, Health Agent
State Farm Insurance
05.2002 - 04.2007
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