Rensen Bolanios
Summary
Skilled client and account management professional with the ability to fostering client relationships, and managing client portfolio accounts. Known for strong focus on team collaboration, adaptability, and delivering results. Expertise includes client communication, and problem-solving. Highly reliable and flexible in meeting changing business needs.
Overview
9
9
years of professional experience
Work History
Account Manager
APEX GROUP
07.2023 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved
- Established clear communication channels between clients and internal teams, ensuring seamless project execution
- Provide the quality assurance on all applications, redemptions, switches and transfers from the offshore team
- Review and release periodic, quarterly, distributions and exit statements to investors and clients within SLAs
- Reviewing, clearing and signing off bank reconciliations
- Managing Compliance requirements for clients
- Manage Calastone transactions including daily reconciliations and issue resolution
- Processing and executing fee rebate transactions
- Handling client complaints and working with internal and external stakeholders on remediation and resolution in accordance to the internal dispute resolution process
Investor Services Associate
APEX Group
06.2021 - 07.2023
- Handling inbound calls & performing outbound calls for managed accounts and investments
- Providing excellent verbal customer service and assistance to clients and financial advisers
- Handling inbound and outbound email enquiries with clients and financial advisers
- Providing excellent written customer service via email enquiries with clients and financial advisers
- Handling Calastone fund enquiries, fund set up and testing, and identifying/assisting with rectifying error message issues
- Handling refer enquiries to the clients and advisers to assist with processing client maintenance, new application, and trade items (redemptions, applications, transfers and switches)
- Providing guidance and learning with other team members
Client Services Representative
Colonial First State
07.2019 - 06.2021
- Handling inbound calls & performing outbound calls for superannuation, investments and pension products
- Providing excellent customer service and assistance to clients and financial advisers
- Collaborated with cross-functional teams to resolve complex client issues quickly and efficiently
- Assisted in administrative upkeep of client communication, transactions, re-indexation and processing of work items
- Assisted in training and project work – Project Carlisle
- Achieved Quarter 2 FY20/21 Courage & Risk Award
- Mentored junior representatives, sharing best practices and industry insights to enhance overall team performance
Store Manager
Soul Origin Parramatta
04.2016 - 05.2017
- Coordinating food and beverage service, managing bank operations, training team members, and handling operational duties.
Education
B. Business & Commerce/ Hospitality Management -
Western Sydney University
12.2016
Higher School Certificate -
Fairvale High School
12.2011
Skills
- Desire and passion to deliver excellent customer service and maintain exceptional customer engagement
- Exceptional written and verbal communication skills with a vibrant personality
- Ability to maintain effective relationships with customers and staff, as well as understand people
- Ability to effectively provide guidance and training to other team members
- Ability to work and thrive in a fast-paced environment
- Ability to manage operational duties
- Ability to handle client complaints and escalation
References
Available upon request
Timeline
Account Manager
APEX GROUP
07.2023 - Current
Investor Services Associate
APEX Group
06.2021 - 07.2023
Client Services Representative
Colonial First State
07.2019 - 06.2021
Store Manager
Soul Origin Parramatta
04.2016 - 05.2017
Higher School Certificate -
Fairvale High School
B. Business & Commerce/ Hospitality Management -
Western Sydney University
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