NICOLA WILLIAMS

Responding to clients' email & phone calls promptly & professionally

• Opening new account applications and maintaining client files
• Placing trades in client account to ensure funds are settled in time to transfer to client's as needed

Working collaboratively with back office (Estate Team, Registered Accounts Team, Privately Managed Accounts Team and Transfers Team) to ensure clients' requests are completed correctly and in a timely manner

• Working with Clients and their Accountants to ensure tax statements are received ahead of deadlines
• Preparing Compliance & CRA forms and sending to clients using secure email systems for signatures
• Prepare materials & background information for client meetings with the Investment Advisor.

Coordinate and assemble data for monthly bank payments for 250+ brokers

• Generate monthly commission statements for 250+ brokers
• Oversee processing and quality control of up to 400 vendor invoices into Concur payment system
• Manage collection of over 30 days plus aging portfolio
• Manage Accounts Receivable account of 450 clients
• Manage receipt of 40 plus weekly client's census lists
• Responsible for quality assurance of payments for Canadian division resulting in monthly check run of 200 checks.

• Managed team of up to 4 Member Support Representatives
• Answered 500 plus monthly member inquiries via telephone and email
• Handled escalating inquiries and resolved service issues of members on daily basis through needs analysis, problem solving and negotiation skills
• Co-managed migration of member's data into newly implemented CRM system for 500-member portfolio
• Entered information and data into CRM system for capturing members' information for service initiation.