Feruz Kesete

• Assist in establishing department procedures, implementing, and continually reviewing them to create efficiencies.
• Provide timely and accurate responses to documentation queries and account opening requests from internal departments and investment advisor teams.
• Manage, resolve, and assign tickets to appropriate teams and departments. Monitor ticketing systems within internal platforms and manage day-to-day workflow operation processes.
• Collaborate with other departments to support account opening within the organization.
• Manage returned mail and hold mail requests following internal department processes.
• Maintain electronic copies of all submitted documentation within Advisor Connect and Croesus.
• Provide clients with signed documentation and welcome packages via electronic signature platforms.

Resolve issues, answer inquiries, attend meetings, and coordinate with departments and

third-party stakeholders to provide optimal client support

• Accurately interpret the statements of the client for Aurora staff and the statements of the staff for the client.
• Perfectly handle sensitive information with strict confidentiality and maintain professional ethics and protect client privacy.
• Understand and interpret cultural nuances and demonstrate knowledge about practices, customs, and etiquette specific to the different cultures.

• Provided a warm welcome and assisted clients and community members with the registration/sign in process.
• Assisted in coordinating client education sessions such as financial literacy workshops, lunch and learn workshops and or one-on-one sessions.
• Planned counselling calendar, booked appointments and communicated with all the hierarchy of the organization to maintain smooth operation of the programmes.
• Coordinated a positive and inclusive work environment by listening and engaging with teammates to meet the company’s objectives and helped build customer loyalty by learning the names of regular clients.
• Gained experience leading activities/projects such as organising and planning counselling meetings and setting up seasonal events by engaging with community members and teammates.
• Completed daily reports and documents, demonstrated problem solving skills by addressing complaints from clients and providing immediate solutions and created/ updated informational, marketing and guidance posters.
• Showed knowledge on services by providing and sharing information about the services of the center and recommending services that would suit their best interest.