Customer Service Representative

Deliver exceptional customer service by providing internal and external clients with comprehensive transfer agency and shareholder support, utilizing CRM software to maintain accurate records and address inquiries efficiently. Serve as a primary point of contact for shareholders, broker/dealers, institutions, and fund groups by maintaining accurate records and addressing inquiries related to fund performance, account activity, and transactions with professionalism and efficiency. Process a wide range of mutual fund and corporate security transactions, establish new accounts, and proactively research and resolve issues to ensure a seamless client experience.

Collaborated as part of Project Management Team to ensure problem-free client onboarding. Demonstrated proficiency in navigating multiple computer applications, including CRM (Salesforce) and SaaS platforms, ensuring timely and accurate payroll processing for clients. Analyzed and processed complex payroll data with precision, facilitating timely distribution of payroll reports, and ensuring compliance with multi-state payroll laws. Fostered strong relationships with department management and internal teams, contributing to initiatives that enhanced region-wide client retention. Resolved customer escalations by applying problem-solving skills, performing in-depth research, and crafting clear and concise written responses, leading to consistent 10% enhancement in customer satisfaction.

Facilitated Paychex client onboarding, optimizing use of Paychex Flex platform while maintaining SLA compliance. Provided remote support and training, addressing technical questions and system use for new clients. Collaborated with internal teams and sales partners, upholding Paychex product expertise while facilitating remote client onboarding.

Collaborated with 75 – 80 client portfolio to analyze and deliver solutions in multi-state payroll processing, payroll taxes, and human resources. Coordinated efforts with assigned HR Business Partners and departmental Centers of Expertise (COE) in payroll integration initiatives. Enabled swift resolution of payroll processing challenges involving time reporting, PTO accruals, direct deposit, deductions, deferred compensation (401K), and garnishments.

Assisted students in selecting programs and navigating financial aid, offering tailored guidance through virtual appointments. Provided proactive support, improving student onboarding and overall retention rates.

Led operations of $40M service branch, achieving steady revenue growth via targeted business acquisition and client relationship enhancement, surpassing established branch performance objectives. Managed cross-functional teams, trained staff on compliance and customer engagement, and enhanced process efficiency. Fostered partnerships with internal departments, including commercial lending, and retirement services / financial planning.