Richard Balfour

• Answered incoming customer inquiries regarding product and service information.
• Provided assistance to customers in navigating website, placing orders, and resolving complaints.
• Responded to customer emails with accurate product and service information.
• Maintained a high level of professionalism while interacting with customers via phone or email.
• Researched complex issues raised by customers, identified solutions, and provided timely responses.
• Followed up with customers after transactions to ensure satisfaction levels were met.
• Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
• Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
• Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Fielded customer complaints and queries, fast-tracking for problem resolution.
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
• Asked probing questions to determine service needs and accurately input information into electronic systems.

Ensures timely completion of all daily transaction including setting up new accounts, verifying information data entry and client/account investigations.
Transfers of investment funds processing and the registration of clients’ accounts by actively monitoring and maintaining mutual funds trading queues.
Ensure that policies and procedures of trade processing are respected as per the Operations Department.
Respond promptly and professionally to inquires/directions for ING Products of existing and potential ING customers by phone or electronic media.
Place outbound follow up calls or emails to internal and external clients to resolve Not in Good Order client applications to satisfy processing requirements.
Assist in the development, implementation and review of policies and procedures to ensure effective controls and efficiency.
Working and communicating as a team in order to complete daily work volumes.
Assisted the Project Management Office in testing of new Mutual Funds products and applications.
Keep current of all new regulations in accordance to the Mutual Funds Dealer Association.

Working with Financial advisors and dealers to buy and sell investments for client based upon their recommendations. I would ensure that trades are executed properly and on a timely basis and to get trade confirmations
Assist customers in the call center daily averaging 45 inbound calls, monitor emails and faxes from both internal and external clients.
Prepare new fund launch reports and effectively communicating the opening of new funds to Investment Advisors. Funds included Mutual Funds, GIF, Hedge
Funds, Principal Protected Notes and Offshore funds.
Provided documentation to third party Fund Co for updates to new and existing nominee accounts.
Developed step by step mutual fund setup procedures for the Dealer Relations department, which significantly improved overall knowledge within the department.
Clearly communicated with various support groups to investigate and resolve customer concerns in a prompt and professional manner.
Provided solid back office support to all mutual funds departments to ensure investor’s trades were processed accurately.
Obtaining information for research from a variety of investment sources and searching the internet for historical and market prices, ensuring investment accounting system is updated with appropriate information.