Crystal Roberts
North Vancouver,BC
Summary
Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.
Overview
9
9
years of professional experience
Work History
Client Service Associate
Connor, Clark & Lunn Private Capital Ltd
09.2021 - 12.2023
- Lead support for Vice President Sales Portfolio Manager book of business
- Build & galvanize relationships through professional communication with clients
- Work with internal operational teams to resolve issues that arise & communicate to Portfolio Manager & respond to client inquiries
- Understand the platform of investment products & services, which enables myself to service clients to the highest standard
- Customize presentation materials for new & existing clients
- Lead the onboarding process from start to finish & establish a foundation for a positive client experience
- Execute all transactional requests & coordinate cash settlement as needed
- Contribute to improving & streamlining the service model & operational procedures
- Participate in ad hoc projects & special assignments as needed
- Experienced at working independently, as well as in partnership with other team members
- Exceptional organizational & time-management skills with a proven ability to multi-task & work autonomously in a fast-paced environment
- Good judgment coupled with the ability to set clear expectations & make sound decisions
- Advanced user of Excel, PowerPoint, Word & Adobe Acrobat
- Strong understanding of investment management within the Private Clients service sector.
- Responded promptly to client inquiries via phone, email, or face-to-face meetings, demonstrating commitment to exceptional service standards.
- Assisted in the retention of high-value clients through proactive communication and exceptional service delivery.
- Ensured timely processing of transactions, reducing errors and improving overall client satisfaction levels.
- Provided comprehensive support to senior associates, facilitating effective client relationship management.
- Maintained accurate client records, allowing for efficient tracking of account activity and personalized service delivery.
- Actively participated in team meetings and initiatives focused on continuous improvement across various areas of the business.
Client Services Associate
ZLC Financial
05.2019 - 04.2021
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
- Sales & support assistant for several Financial Advisors within Life Insurance, GIC's & Segregated Funds
- Optimized departmental processes by identifying areas for improvement and initiating appropriate action steps.
- Increased client retention through proactive outreach efforts and regular follow-up communications.
- Developed strong rapport with clients, fostering long-term relationships and ensuring repeat business.
- Provided exceptional customer support, consistently exceeding client expectations and resolving issues effectively.
- Proactively manage complex calendars including travel & recognize the need to re-prioritize as appropriate
- Booking & confirming client appointments with Financial Advisors, customize presentation meeting materials, statements, funds performance & transactions reporting as required
- Provide required paperwork in order to process life insurance applications, new investment accounts opening
- Lead the client onboarding process; process in kind & in cash transfers, process insurance premium payments & death claims
- Process cash deposits, fund switch requests, wire orders & contributions
- Provide weekly, monthly & annual reporting to Financial Advisors to forecast upcoming business opportunities
- Ensure Financial Advisors aware of premium payments due, overdue premiums & lapse notifications as well as term renewals for life insurance clients.
New Accounts & Transfers Administrator
Cypress Capital Management
01.2016 - 05.2019
- Schedule appointments, meet with new clients to open all registrations of new accounts in the Private Clients sector
- Preparation of new accounts documentation packages prior to client meetings
- Process new accounts documentation once complete & deliver to custodian for account opening procedure
- Ensure accuracy of account opening details as well as monitor incoming transfers of accounts
- Accurately monitor transfers in kind & responsible for recording in kind transferred assets on book, recording correct book values, calculating USD book values since Portfolio Management software reports in Canadian dollar
- Maintaining client records for mass mailings, investments performance reporting & management fee schedules
- Planned & executed software conversion for New Accounts department.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
Private Clients Portfolio Administrator
Cypress Capital Management
11.2014 - 01.2016
- Extensive support to Portfolio Managers (CFA), including the President, with extensive range of administrative duties
- Communicate & correspond with clients, Accountants, Lawyers & Actuaries
- Provide accurate Buy, Sell, Cross trade tickets, to the trader for trade execution
- Communicate with various departments at the custodian, Raymond James Ltd, for the deposit of funds, EFT funds, processing trade corrections, Foreign Exchange conversions, issuing certified cheques, depositing stock certificates, bank drafts, registered plans contributions & withdrawal
- Reconcile deposits & withdrawals of funds within accounts between custodian & Portfolio Management software
- Advise Portfolio Managers of cash deposits to be invested
- Update Investment Policy Statements & KYC as per clients' investment mandates
- Maintain client records in multiple software programs
- Assist the New Accounts department in the set-up of new clients
- Provide income tax reporting documentation (capital gain loss reports, fee schedules, duplicate tax slips) to clients & their accountants in a timely fashion
- Communicate & provide further information to Accountants with regards to capital gains loss reports, fee schedules, duplicate tax slips, Corporate Actions, stock splits, & re-organization
- Prepare & mail out or email quarterly reporting to clients.
Education
Cosmetology Diploma -
Blanche Macdonald Centre
06.2005
Skills
- Empathy & patience
- Issue Resolution
- Data entry proficiency
- Client Relationships
- Meeting deadlines
- Work Prioritization
- Database Maintenance
- Office Administration
References
Professional references available upon request
Timeline
Client Service Associate
Connor, Clark & Lunn Private Capital Ltd
09.2021 - 12.2023
Client Services Associate
ZLC Financial
05.2019 - 04.2021
New Accounts & Transfers Administrator
Cypress Capital Management
01.2016 - 05.2019
Private Clients Portfolio Administrator
Cypress Capital Management
11.2014 - 01.2016
Cosmetology Diploma -
Blanche Macdonald Centre
Similar Profiles
Taylor ChaseTaylor Chase
Private Client Services Associate at Connor, Clark & Lunn Private CapitalPrivate Client Services Associate at Connor, Clark & Lunn Private Capital
Birender SinghBirender Singh
Financial Analyst at Connor Clark and Lunn India Private Limited (Canada)Financial Analyst at Connor Clark and Lunn India Private Limited (Canada)
Pankaj SinghPankaj Singh
Accountant - Global Accounting Operations at Connor, Clark & Lunn India Private LimitedAccountant - Global Accounting Operations at Connor, Clark & Lunn India Private Limited