Account Service Representative and Client Service, Team Lead

• Aug 2013 - Present

Life Benefit Solutions is a group insurance and pension broker specializing in benefit plans for Indigenous communities and organizations. My role is to assist the employees of the organization, act as the first point of contact for the plan administrators as well as a liaison between the client and insurance carrier; managing the clients experience to ensure it is a positive one! I strive to keep my plan administrators and employees of my clients up to date on their coverage and any products by conducting employee meetings and training. In addition, I provide and oversee training to new hires, manage projects, coordinate process improvement, and reporting for the service team.

Server

• Aug 2012 - Present

Funds Administration

• Oct 2011 - Aug 2013

I provided prompt customer service and help desk support and became well versed in the processing of Labour Sponsored Investment Program. My daily tasks included reviewing incoming trade paperwork and Wire-Order Processing as well as XML Messaging and Dealer-Rep Code Updates. Trade Processing, PRD, PAD, Registered Transfers and conducted follow up, acted as a Liaison between Advisors and other third party vendors.Created Procedural Manuals for the acquisition of a new client; Golden Opportunities Funds Inc and assisted with the organization of documents, files etc during the acquisition

Advisor Services & Transition

• Mar 2011 - Oct 2011

Provided prompt customer service and help desk support as well as training on internal software applications and operational procedures. Supported cross-departmental training initiatives. Acted as a liaise with back office and other third party vendors. Monitored transfer-out notifications and conducted follow up. Coordinated training for new Advisors and Support Staff. Provided prompt customer service and help desk support as well as training on internal software applications and operational procedures. Supported cross-departmental training initiatives. Acted as a liaise with back office and other third party vendors. Monitored transfer-out notifications and conducted follow up. Coordinated training for new Advisors and Support Staff.

Dealer Services Administration

• Sep 2010 - Mar 2011

Acted as the first point of contact for all department inquiries. Processed daily FundServ download coverage including Log File review. Daily Trade and Wire-order processing (7613, 7633, and 3228) and completed Wire-order error resolution. Processed XML Messaging to corresponding fund companies. Proficient in WinFund system management/reconciliation. Assisted in training for both IA and clients for use with the Client Web Access site. Played a key role in maintaining Database Integrity. Acted as the first point of contact for all department inquiries. Processed daily FundServ download coverage including Log File review. Daily Trade and Wire-order processing (7613, 7633, and 3228) and completed Wire-order error resolution. Processed XML Messaging to corresponding fund companies. Proficient in WinFund system management/reconciliation. Assisted in training for both IA and clients for use with the Client Web Access site. Played a key role in maintaining Database Integrity.

Fixed Term Administrator

• Mar 2010 - Sep 2010

Processed RRSP, RIF and RESP investments as well as handled all Client Name Estate inquiries and transactions. Maintained client portfolios on Univeris system and ensured interest rates are current for over 120 Fixed Term companies. Provided assistance to Advisors, Reconciliation Team and Fixed Term team. Ensured all Fixed Term product specifications and available products were up-to-date. Processed RRSP, RIF and RESP investments as well as handled all Client Name Estate inquiries and transactions. Maintained client portfolios on Univeris system and ensured interest rates are current for over 120 Fixed Term companies. Provided assistance to Advisors, Reconciliation Team and Fixed Term team. Ensured all Fixed Term product specifications and available products were up-to-date.

Member Services Representative III

• Mar 2008 - Mar 2010

Provided excellent customer service by answering or referring financial questions to correct supervisory staff. Accepted and processed customer deposits, withdrawals, loan payments etc. Ensured all General Ledgers were balanced on a daily basis and secured the financial institution nightly. Responded to Member inquiries regarding account balances and history as well as verified transactions. Monitored deposit amounts and examined documents for endorsement and negotiability. Detected and resolved discrepancies promptly. Balanced daily transactions and verified cash totals; investigated and resolved out-of-balance conditions if the situation arose. Directly assisted Member Services Supervisor with daily tasks e.g reports and assistance to other staff when required. Was appointed on the Casera Conversion Team and played a key role implementing the new banking system as well as coordinated training for new and existing staff.