Nina Hernandez
Client Service Manager | InvestHERs Steering Committee | Women’s Wealth Education & Advocacy | Workflow Optimization & Team Leadership
- Role
- Client Services Manager at Mercer Advisors
- Location
- Chicago, IL, US
- LinkedIn followers
- 500 followers
About Nina Hernandez
As a Client Service Manager at Mercer Advisors, I lead high‑performing teams focused on delivering exceptional client experiences through proactive service, operational efficiency, and workflow optimization. I specialize in developing talent, elevating service standards, and solving complex operational challenges to enhance both client satisfaction and team performance.In addition to my core role, I am a 2026 InvestHERs Steering Committee Member, contributing to firm‑wide strategy, program development, and women’s wealth advocacy. I also serve as a Lead for the InvestHERs Ambassador Program, helping colleagues strengthen their public‑speaking skills and deliver educational presentations to clients and prospects—supporting InvestHERs’ mission to elevate women as both investors and financial professionals.I’m passionate about creating inclusive environments, empowering women across the firm, and contributing to initiatives that expand financial education and community engagement. My work is guided by a commitment to excellence, thoughtfulness, and continuous improvement.
Experience
Client Services Manager
Aug 2025 — Present
People & Team Leadership• Lead hiring, onboarding, coaching, and supervision of Client Service Specialists, Client Service Coordinators, and interns.• Drive talent development, performance management, and best‑practice sharing to strengthen overall team capability.• Oversee HR system functions including timekeeping, PTO approvals, and performance reviews.Client Experience & Service Excellence• Ensure an exceptional, proactive client experience grounded in accuracy, responsiveness, and detailed execution.• Act as a resource for complex account servicing, including 10b5‑1 plans, pledged asset lines, account overlays, and separate account managers.• Resolve operational issues by collaborating with internal partners to create seamless client‑focused solutions.Operational Leadership & Project Management• Coordinate team coverage and workflow to enhance productivity and service delivery.• Lead or support key operational projects such as RMDs, tax‑loss harvesting, cash audits, and new deposit tracking.• Identify scalable process improvements and support implementation across the firm.Strategic Contribution• Partner with Branch Operations and Learning & Development to execute training programs and firm initiatives.• Contribute to office‑level strategy, client retention efforts, and team performance goals.
Education
DePaul University
Bachelor's degree, Hospitality Administration/Management
2011 — 2015
St. Mary's Academy
High School Degree, College Preparatory High School
2007 — 2011
Skills
- Powerpoint
- Microsoft Office
- Microsoft Excel
- Social Media
- Event Planning
- Customer Service
- Public Speaking
- Microsoft Word
- Social Networking
- Social Media Marketing
- Finance
- Financial Statements
- Budgets
- Invoicing
- Access
- Data Analysis
- Bank Reconciliation
- Time Management
- Leadership
- Teamwork
- Research
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