Viviana Didakhe

• Responds promptly to client inquiries via phone, email, or face-to-face meetings, demonstrating commitment to exceptional service standards.
• Assists in the retention of high-value clients through proactive communication and exceptional service delivery.
• Provides comprehensive support to senior associates, facilitating effective client relationship management.
• Maintains accurate client records, allowing for efficient tracking of account activity and personalized service delivery.
• Actively participates in team meetings and initiatives focused on continuous improvement across various areas of the business.
• Participates in training programs to stay current on industry trends and enhance skills necessary for successful client interactions.
• Ensures timely processing of transactions, reducing errors and improving overall client satisfaction levels.
• Enhances client satisfaction by effectively addressing and resolving inquiries in a timely manner.
• Educated clients on account services and resolved client inquiries regarding statement information and account balances.
• Executes complex client service tasks including ACAT/DTC transfers, stock donations, capital calls, daily activity reports, client onboarding/new account openings, wire transfers, journals, RMDs, tax payments, etc.
• Maintains CRM Salesforce database to ensure client data is correct and consistent.

Processed routine/standard transactions according to established procedures in support of GWIM Operations. Daily responsibilities included trade correction processing, data entry, payment processing, ACAT transfers, initiating manager callbacks to clients if needed for high risk point transactions, coordinating projects within area offices, scheduling pickup/maintenance of building equipment.

• Coordinated risk assessments for all operational processes, implementing mitigating strategies to ensure all policies and procedures were satisfactory.
• Enhanced operational efficiency by streamlining processes and implementing automation tools.

• Served as a key point of contact for questions and/or troubleshooting in the absence of a branch manager.
• Processed teller transactions as needed.
• Assisted in client onboarding process.
• Maintained cash vault and associated security procedures.
• Enhanced customer satisfaction rates by building rapport and addressing customer inquiries promptly.
• Screened all incoming correspondence for completeness and distributed as necessary.
• Trained and mentored all new hires.