Jon Smith

Act as a subject matter expert to guide the project teams in creating an effective launch of ATON, Nominee USD accounts and new training Portal for MyLearning

• Process enhancement for efficient EFT transfers
• Work closely with business partners and key stakeholders to improve the overall client advocacy culture
• Training new hires & employee upskilling
• Implemented processes and procedures to improve overall efficiency in operations.
• Streamlined operational processes by identifying inefficiencies and implementing targeted solutions.

• Offer constructive feedback and coaching to employees
• Present recommendations to leaders on case resolution
• Lead meetings with other teams & business partners to reduce corrections by creating clear alignment between business procedures and corrections.
• Liaison between Processing teams and Resolution team
• Investigate for Compliance and Client Advocacy teams
• Trained and guided team members to maintain high productivity and performance metrics.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

• Support Elite advisors and their teams with daily requests
• Investigate and provide solutions to complex issues
• Liaise with other external parties to look for win-win solutions
• Established clear communication channels between departments, fostering collaboration on shared goals and accelerating problem resolution times.
• Provided operations support for contractual, administrative and financial aspects of [Business Name].
• Cultivated strong relationships with key stakeholders both internally and externally, contributing to organizational success and a positive work environment.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.