Silvia Galvan
Charles Schwab
San Diego
2
Languages
23
years of professional experience
Detail-oriented financial services professional with over 6 years of experience in account servicing, estate resolution, asset movement, and retirement services. Expert in interpreting legal documentation, mitigating risk, and addressing sensitive client situations. Capable of collaborating across business units to resolve complex issues and build strong client relationships while ensuring compliance with regulatory requirements.
Work History
Estate Services Rep.
9 Months- Manage complex cases end-to-end, ensuring compliance with firm policies and regulatory standards
- Review and analyze estate account activity, legal documents, and transactions to mitigate financial and regulatory risk
- Evaluate account details against client profiles and documentation to support accurate decision-making
- Investigated discrepancies, escalating risk concerns to internal partners for resolution
- Maintained detailed, audit-ready case documentation to substantiate risk conclusions and support outcomes
- Maintain detailed, audit-ready case documentation supporting risk conclusions and outcomes
- Guided clients, heirs, and advisors through complex financial scenarios to ensure clarity and compliance
- Managed residual distribution tasks.
Transfer Specialist
8 Years 11 Months- Processed and managed asset transfers (ACAT and non-ACAT) through detailed research and reconciliation
- Process and manage asset transfers (ACAT and non-ACAT), including research and reconciliation
- Ensured accurate, compliant documentation by preparing and reviewing transfer paperwork for all transactions
- Investigated and resolved transfer issues, escalating complex cases.
- Provided support to advisors with system navigation, tools, and platform training
- Identify process improvements to enhance efficiency and reduce errors
Associate Wealth Services
3 Years 4 Months- Investigated complex servicing scenarios and escalations, driving timely and well-reasoned resolutions
- Served as a key contact for advisors, gathering context to assess risk exposure and determine next steps
- Analyzed account activity, transactions, and client requests to identify issues and minimize operational and financial risk
- Monitored client issue patterns and workflows to identify recurring risks and recommend process improvements
- Applied strong judgment when navigating ambiguous situations while adhering to compliance guidelines
- Documented interactions and findings in CRM systems to maintain audit and regulatory compliance
Associates Service Representative
1 Year 2 Months- Assisted advisors via calls and email with account services (opening, transactions, money movement, transfers, retirement, and maintenance), achieving one-call resolution and providing strong client service
- Managed requests end-to-end through follow-up, research, and collaboration, ensuring timely and accurate resolutions that enhanced advisor satisfaction
- Documented interactions in CRM and utilized active listening to understand advisor needs, delivering personalized support and fostering positive relationships
- Proactively identify and prevent issues while promoting and educating advisors on Schwab’s digital tools and platform features
Officer of Revenue and Recovery
1 Year 1 Month- Conducted financial investigations, reviewing account data and legal documents to identify effective collection actions
- Evaluated financial conditions and negotiated tailored resolutions based on assessed risk and repayment capacity (CalFresh, Court Fees)
- Interpreted legal documentation and applied regulations, ensuring compliance and minimizing potential legal risks
- Exercised sound judgment in sensitive cases requiring discretion and escalation decisions
- Maintained detailed records supporting legal and audit requirements
Estate Representative
7 Months- Interpret and apply unemployment insurance laws, policies, and regulations
- Gathered and analyzed data to inform logical decisions
- Understand and apply written rules, instructions, and procedures
- Communicated clearly and effectively with stakeholders
- Assessed situations to determine appropriate actions
- Use automated data systems to manage information
Account Manager
10 Years 5 Months- Customer Negotiation Facilitate outbound and inbound phone calls to resolve account obligations by reviewing and assessing a consumer’s ability to pay.
- Educated consumers on flexible payment plans, hardship programs, and potential interest- and fee-free solutions to improve account resolution.
- Maintained accurate, detailed records of all account interactions and customer agreements in internal databases to ensure compliance and facilitate reporting.
- Ensured compliance with consumer protection laws during all account interactions. Operate strictly within the bounds of consumer protection laws, including the Fair Debt Collection Practices Act (FDCPA).
- Achieved daily and monthly metrics related to call quality, productivity, and adherence to company standards to support overall team performance.
Education
BA - Business administration
Associate Degree - Business administration, Economics
Skills
Risk management
Account analysis
Case documentation
Client assessment
Cross-Functional Collaboration
Issue Resolution & Judgment in Gray-Area Scenarios
Issue resolution
Cash processing
Client Relationship Development tools
Virtual Client Support
Follow-up skills
Conflict resolution
Remote assistance
Languages
English
Spanish
Interests
Hiking
Enjoy hobbies that combine physical activity with outdoor exploration.
Outdoor Recreation
Participating in cooking contests and challenges to showcase culinary skills and creativity.
Dancing
Timeline
Estate Services Rep.
Charles Schwab
11.2025 - CurrentRead More
Associate Wealth Services
Charles Schwab
07.2023 - 11.2026Read More
Associates Service Representative
TD Ameritrade
05.2022 - 07.2023Read More
Officer of Revenue and Recovery
County of San Diego
04.2021 - 05.2022Read More
Estate Representative
Estate Disability Department
09.2020 - 04.2021Read More
Transfer Specialist
LPL Financial
09.2019 - 08.2028Read More
Account Manager
Encore Capital
03.2005 - 08.2015Read More
San Diego State University
BA from Business administration
Read More
Grossmont Community College
Associate Degree from Business administration, Economics
Read More