Experience

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  Knightcorp | Insurance Brokers | Life Insurance & Wealth Management

  • Client Services Administrator

    • Dec 2023 - Mar 2024

    -Generate and send Annual Renewals and Fee Consents to ongoing clients-Schedule client Review Meetings and Insurance Reviews-Generate SMSF financial statements for accountants-Notify and monitor clients with overdue insurance premiums-Update client Centrelink details

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  Prime Financial Group

  • Client Service Representative - Operations Coordinator

    • May 2022 - Dec 2023

    -Prepare Fee Disclosure Statements and Fee Consent Forms for clients due for the month-Generate Ongoing Service Agreements-Review and generate margin lending reports-Liase with different platform providers and fund managers for various requests such as adding/ceasing user access on a support level and dealer level, consolidating adviser codes, client listings and reporting and establishing adviser portal access-Generate new/renew Wholesale Certificates for accountants' signature-Liase with advisers to complete their monthly service obligations for Reviews and Portfolio Discussions-Monitor vendor alerts and notify advisers when accounts have low cash reserves for fees and pension payments-Prepare reports such as weekly service standard charts and FUM and ongoing revenue by client-Utilize xPlan in maintaining client records

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  Virtual Business Partners Pty. Ltd.

  • Australia
  • Financial Services
  • 700 & Above Employee

  • Data Insights and Innovation

    • Jan 2021 - Apr 2022

    • Assisted in managing the company's innovation initiatives and pipeline.• Conducted different market research to assist the study around the company's performance against industry standards.• Communicated with different department heads to assist in scoping, planning, strategizing and executing different projects.• Documented innovation processes to maintain efficiency and consistency in the execution of their workflow.• Assessed off the shelf solutions to address opportunities in the company's systems and processes.• Created reports and dashboards for clients and executives via no code platforms like Knack, Airtable bases and interfaces, MS Excel and Google Sheets.

  • Client Services Manager

    • Sep 2018 - Dec 2020

    • Managed 20 Financial Planning Assistants across 13 clients and achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.• Interacted with clients on regular basis to quickly alleviate issues and provide updates and built client relationships by responding to inquiries, identifying and assessing clients' needs and resolving problems.• Conducted one on one sessions to develop new employees and on-going performance assessment of current employees as guided by different Key Performance Indicators.• Provided coaching to correct and align employee behaviors to company core values.• Performed duties and provided service in accordance with established operating procedures and company policies.

  • Client Services Representative

    • Mar 2017 - Sep 2018

    • Managed ongoing service obligations to clients such as Fee Disclosure Statements, Review Meetings and Annual Reports.• Prepared portfolio reports and other documentation ahead of prospective client and current client meetings.• Collated monthly investment reports as part of advisers' market research.• Monitored clients' bank accounts to ensure that balance won't go below requirement and trigger fund sell down when necessary.• Utilized xPlan and Insightly as Client Relationship Management tools and ensure that client details are up to date.• Performed various ad hoc projects such as data migration and compliance check by utilizing Monday dashboard as project management tool.• Observed data integrity and confidentiality procedures as per company's security guidelines.

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  Qualfon

  • United States
  • Outsourcing and Offshoring Consulting
  • 700 & Above Employee

  • Operations Supervisor

    • May 2015 - Dec 2016

    • Managed over 25 agents and closely monitored operations and performed regular audits for adherence to administrative policies and compliance regulations.• Performed root cause analysis in deficient areas to identify and resolve issues.• Maintained account's Key Performance Indicator reports such as net promoter scores, conversion rates, QAs, attendance and total sales amount by utilizing MS Excel and account web portals. Also monitored these reports to maintain on-track status.• Motivated and trained employees to maximize team productivity.• Assessed customer traffic to adjust schedules and staffing when necessary.• Conducted weekly business review with client to align goals with current market conditions.

  • Quality Assurance Specialist

    • Nov 2014 - May 2015

    • Reviewed and scored at most 50 agents’ transcript on weekly basis based on account guidelines.• Attended weekly calibration calls to align and set guidelines with account's onshore quality team.• Sent regular reports to operations to outline agents' areas of success and areas of opportunities.• Conducted root cause analysis for escalated transcripts.• Issued Notice of Explanation documents to agents violating Zero Tolerance Policies.• Created and reviewed scripts to ensure it follow set guidelines and policies.

  • Sales Specialist

    • Oct 2012 - Nov 2014

    • Built rapport with customers and assessed needs to make product recommendations and upsell as well as showcased product features to customers and discussed technical details to overcome objections and lock in sales.• Computed total costs for customer sales to provide accurate pricing.• Maintained high conversion rate with consistent top sales performance.• Created and implemented sales strategies to successfully meet account targets.