- https://www.linkedin.com/in/laurie-Claire-72a65a21
A fully qualified professional with over 10 years of experience in Customer Service, Retirement Fund Services, Billing and Collections, and Accounts Receivable Management. Excelled communication skills, both verbal and written, can be fully utilized to improve customer satisfaction and enhance the company brand name while achieving the company’s goals. Confidence aligned with compassion demonstrates the ability to work well with people both internally and externally. Conscientious Customer Service Specialist with experience solving problems creatively while using tact and diplomacy to achieve win-win outcomes. Great team player comfortable thriving in competitive, fast-paced environments. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Industrious and enthusiastic manager proven to consistently meet productivity, business and customer service objectives. Skillfully works with all employees to enhance performance and improve day-to-day processes. Diplomatic in resolving internal and customer issues to maximize satisfaction.
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- Processed asset allocation services for 10 clients in fast paced environment across variety of complex portfolio types, including target dates, multi-manager, and fund of funds
- Reported allocation activity to trading partners, clients, and transfer agents for trade execution
- Researched inquiries and reconcilement issues with custodians and trading partners
- Ensured that all deliverables were met within assigned deadlines
- Developed timely and accurate responses to ensure needs of group are being met
- Managed customer relations and customer service through daily communication and interaction
- Assisted with client reporting and client projects
- Worked varied hours, days, nights and weekends as business needs dictate
- Business critical position with experience working remotely from home on company provided laptop
- Voya Financial 10 months - Braintree, Massachusetts.
- See job description below for Citistreet/ING for complete details.
- Following is in addition due to Rebranding from ING to Voya;
- Supported and engaged in initiatives that enabled Voya Financial to be successful stand-alone company from ING by handling daily activity with due diligence and confidentiality.
- Independently documented and published detailed policy and procedures manual for new RightFax Batch Trading Process for reference and cross-training purposes.
- Successfully processed daily batch trades, contingency trading, adjustments, and EDS wire transfers with highest level of detail and accuracy simultaneously while transitioning from ING to Voya.
- Completed 22c data research for possible trading violations.
- Resolved cash exceptions, evaluating impact on overall account status and reporting findings to stakeholders
- Evaluated trade impacts on monthly basis, issuing reports on progress and variances
- Reconciled daily trading transactions to ascertain necessary month-end adjustment measures
- Business critical position with experience working remotely from home on company provided laptop
- Ensured that trading was handled daily within critical business deadlines and with 100% accuracy.
- Actively participated in successful contingency trading during system issues/long running cycles.
- Ensured that processes were updated as necessary for accurate resources.
- Completed call outs to fund companies for current trade deadlines for Manual, Auto-feed, and NSCC trades to ensure customer satisfaction.
- Participated in completion of 48 client projects by updating and performing quality controls for process of fund line up changes, mergers, new client set ups, deconversions, and asset rebalances to ensure trading reporting accuracy.
- Worked independently, 3rd shift, to complete trading for all 48 clients reducing need for overtime therefore reducing departmental expenses.
- Business critical position with experience working remotely from home on company provided laptop
- Managed and minimized all accounts receivable for four regions.
- Coordinated and managed collection efforts for one region with financial accountability of 95% of receivable on targeted deadlines. Remaining 5% in litigation.
- Developed controls to ensure timely and accurate follow up.
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter
- Worked with Assistant Manager consistently to evaluate policies and procedures to ensure quality work and excellence in customer service within team setting consisting of 5 Accounts Receivable Representatives and 2 Collectors
- Coordinated weekly staff meetings to allow team to communicate concerns with daily processes, trouble shoot resolutions and determine best practices to deliver outstanding customer service while successfully meeting daily, weekly monthly goals
- Performed monthly, quarterly, yearly performance reviews with each staff member.
- Promoted from Senior Accounts Receivable Coordinator to AR Manager after 1st year of employment.
Attended for 1.5 years with a GPA: 3.7
Left Adult Business Management Associates Degree program due to job change and career advancement in Boston, MA.
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School Attended
- Eastern Nazarene College
- Mission Church High School
Job Titles Held:
- Associate 1, Dynamic Asset Allocation
- Fund Accountant
- Senior Participant Accountant
- Accounts Receivable Manager
Degrees
- Associate of Business Administration
- High School Diploma
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