Lawrence Matthews
Customer Success Manager/Client Service Advocate ➥ Facilitating relationships with valuable clients while inspiring client engagement and dedication | Dynamic Customer Success & Top Tier Client Relationship Professional
- Role
- Senior Client Service Advocate at Axos Advisor Services
- Location
- Houston, TX, US
- LinkedIn followers
- 500 followers
About Lawrence Matthews
The constant push to promote products and solutions while making sure clients are happy…
Experience
Senior Client Service Advocate
Aug 1999 — Present · Centennial, CO
As a Senior Client Service Advocate, I serve as the primary point of contact for several of our top 10 B: B client relationships, train and develop staff, and manage operations for a strategic third-party partnership program. Committed to knowing and having deep relationships with clients to provide an elevated service experience and drive results for our business and clients’ businesses. Highlights of accomplishments in this role include:• Interface with executive- and operational-level personnel at small, mid-sized and large institutions representing over $5B within the complex, highly regulated financial services industry.• Drive client retention and enhanced revenue streams through greater adoption of our products and solutions.o Assess client needs and provide ideas, insights, and product demonstrations that drive value and results for our client’s unique businesses.o Helped retain the business of a $300M client by identifying operational inefficiencies by virtue of an elevated service experience.• Led operations for a strategic, third-party partnership program that involved 20 partners, served over 40 B: B clients, and supported over $2B in assets under administration.• Often tapped to manage special projects given deep subject matter expertise (of our business, our client’s businesses, tools, and processes) and an ability to apply this knowledge appropriately to diverse situations.o Developed key process improvements in collaboration with the Asset Conversion teams maximizing asset retention by 60-80% and improving asset conversion time by 50%.o Displayed unique customer-centric approaches that helped drive the largest asset conversion in company history (over $1B and over accounts).• Offered outstanding training and development to organizational personnel, clients, and third-party partners, including:o Trained, onboarded, and supported 70+ third-party partners for a strategic program within our overall platform.
Skills
- Investment Advisory
- Securities
- Wealth Management
- Financial Services
- Risk Management
- Separately Managed Accounts
- Vendor Management
- Collaborative Problem Solving
- Project Management
- Investments
- Asset Allocation
- Outlook Express
- Analysis
- Business Strategy
- Equities
- Strategic Financial Planning
- Internet Explorer
- Finance
- Financial Advisory
- Banking
- Accounting
- Sales Management
- Training
- Asset Management
- Powerpoint
- Mutual Funds
- Coaching
- Customer Service
- Business Development
- Sales
- Team Building
- Relationship Management
- Trading
- Microsoft Excel
- Portfolio Management
- Leadership
- Software Documentation
- Investment Management
- Investment Strategies
- Client Relations
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