NINA SAMARDZIC MUNOZ
Toronto,ON
Summary
Highly proficient Senior Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics.
Overview
21
21
years of professional experience
Work History
Senior Client Executive
RBC Investor And Treasury Services
01.2021 - Current
- Leveraged data-driven insights for informed decision-making that aligned with overarching business objectives.
- Implemented innovative strategies to identify new business opportunities in the market.
- Collaborated closely with internal departments to ensure seamless delivery of products or services to clients.
- Streamlined communication channels for enhanced collaboration among cross-functional teams.
- Reduced churn rate by addressing client concerns promptly and effectively.
- Increased client satisfaction by providing personalized solutions and exceptional customer service.
- Engaged clients in person and over phone to answer questions and address complaints.
- Responded to customer calls and emails to answer questions about products and services.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Investigated and resolved accounting, service and delivery concerns.
- Developed long-lasting relationships with key clients, ensuring client retention and loyalty.
OPERATIONS REPRESENTATIVE
Fidelity Investments
07.2019 - Current
- Work as part of a team to deliver exceptional service, manage client expectations and provide issue resolution
- Complete daily and complex transactions to ensure compliance with internal and industry regulatory requirements
- Work in collaboration with internal partners to anticipate customer needs, identify possible solutions (existing or new) and escalate as required
- Use problem solving and analytical skills to identify opportunities and issues and recommend solutions
- Effectively prioritize work time to ensure productivity standards are achieved
- Daily interaction with clients and brokers to ensure all settlement needs of trades are met
- Monitor and supervise all buy in trade related issues
- Reconciliation of asset and cash breaks daily.
SENIOR ADMINISTRATOR/TEAM LEAD
RBC Investor & Treasury Services
11.2015 - 07.2019
- Timely and accurate input and monitoring of all transactions and trades to our sub-custodian Bank of New York (USD) and Arrow (CAD) markets
- Daily use of Global Plus system to finalize, look up and set up trades
- Verify and settle all transactions daily on both markets
- Follow up on all failing trades with brokers and/or CSR's
- Close interaction with brokers daily
- Manage client accounts
- Morning and end of day balancing
- Track, monitor and update all monthly reports and stats
- Cash/Asset break reports daily monitoring and investigation
- Train new staff and assist coworkers with daily issues where needed
- Back up and cover all staff for sick days/vacations and any absences.
SENIOR ADMINISTRATOR
RBC Investor & Treasury Services
03.2014 - 11.2015
- Preparation of instructions for all clients under Central Payment Management
- Daily preparation of instructions received from the client such as wires, cheque issues, journals, redemptions, STIF
- Use of Trust, CMS and GFS internal systems
- Close daily interaction with CSR's as well as IM's on any issues as well as redemption and investment funding notifications
- Monitoring of clients' cash accounts, STIF balance and monthly fees
- Reconciliation of suspense accounts
- Coverage on other accounts and OT when needed.
SETTLEMENTS ADMINISTRATOR
RBC Dexia
10.2007 - 03.2013
- Settlement of trades through our sub-custodian Bank of New York
- Timely and accurate input of all manual transactions to our sub-custodian Bank of New York
- Daily use of Global Plus system to finalize, look up and set up trades
- Verify and settle all transactions daily
- Follow up on all failing trades with brokers and/or CSR's
- Close interaction with brokers daily
- Morning and end of day balancing.
BUSINESS OPERATIONS ASSOCIATE
Aerotek/Allegis Group Canada
10.2003 - 11.2006
- Ensure timely and accurate billing while providing customer service
- Support liaison for general field office questions including but not limited to corporate policies, payroll, PeopleSoft issues, and spread and commissions
- Work closely with Sales Managers as well as the client directly on daily bases
- Processing travel/payroll advances and adjustments for assigned field offices
- Auditing contractor payroll for assigned field offices
- Processing contractor expenses
- Management of customer accounts, including but not limited to invoicing, collections, customer service and working with client to resolve outstanding issues
- Responsible for; and maintaining files as well as sorting, labeling and distributing them
- Point of contact for all incoming mail, courier services and deliveries/ordering all office supplies
- Assist sales managers with special projects/tasks
- Reviewed contracts and forms for accuracy and completeness
- Train all new administrative staff.
Education
Business Studies -
York University
01.2003
Graduate -
Lakeshore Collegiate Institute
01.2001
Leadership Trainer
01.2001
Skills
- More than 15 years customer service/operations experience in the financial sector
- Team player
- Challenge oriented, reliable and decisive
- Strong leadership skills and motivational techniques
- De-Escalation Techniques
- Training and mentoring
- Remote Work Capabilities
- Relationship Management
References
Available upon request
Languages
English
Native or Bilingual
Serbian
Native or Bilingual
Croatian
Native or Bilingual
Timeline
Senior Client Executive
RBC Investor And Treasury Services
01.2021 - Current
OPERATIONS REPRESENTATIVE
Fidelity Investments
07.2019 - Current
SENIOR ADMINISTRATOR/TEAM LEAD
RBC Investor & Treasury Services
11.2015 - 07.2019
SENIOR ADMINISTRATOR
RBC Investor & Treasury Services
03.2014 - 11.2015
SETTLEMENTS ADMINISTRATOR
RBC Dexia
10.2007 - 03.2013
BUSINESS OPERATIONS ASSOCIATE
Aerotek/Allegis Group Canada
10.2003 - 11.2006
Business Studies -
York University
Graduate -
Lakeshore Collegiate Institute
Leadership Trainer
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