Summary
Overview
Work History
Education
Skills
Timeline
Generic

Victoria Brinson

Chicago

Summary

Results-driven Associate with experience in fraud, tax, and retirement services seeking a customer service-focused role. Strengths include building client relationships, coordinating teams, and delivering results. Possesses strong problem-solving skills and a commitment to business growth and customer satisfaction.

Overview

15
15
years of professional experience

Work History

Senior Analysis/Partnership Servicing Group

Northern Trust
08.2024 - Current
  • Process and quality check cash movement transactions through internal systems, ensuring high accuracy to regulatory and client standards.
  • Conduct reconciliation of cash movement related activities.
  • Carry out complex activities with significant financial, client, and/or internal business impact.
  • Research and resolve exceptions and issues with minimal direction.
  • Assist with escalated client issues and responses regarding cash movement.
  • Prioritize daily tasks and work queues to meet client deliverables across the team's client base.
  • Provide input to process changes for greater operational efficiency.
  • Identify and document new procedures and controls.
  • Serve as a key subject matter expert and mentor to junior employees.
  • Conducted due diligence and followed AML protocols to identify and report suspicious activity, ensuring compliance with internal policies and financial regulations.
  • Resolved complex client issues independently, providing timely solutions to escalated concerns, which contributed to strong customer satisfaction and retention.
  • Prioritized daily tasks and client work queues, ensuring deliverables were met accurately and within deadlines across the team's client base.
  • Coordinated with internal teams to ensure seamless execution of client deliverables, fostering collaboration to meet and exceed client expectations.

Client Services Associate

E*TRADE from Morgan Stanley
05.2022 - 08.2024
  • Promoted Morgan Stanley's range of account features to clients, highlighting key benefits and aligning offerings with customer needs to drive product adoption and engagement.
  • Performed AML-related tasks including client due diligence (CDD), enhanced due diligence (EDD), and periodic reviews, ensuring adherence to internal compliance standards and regulatory expectations.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Partnered with clients and internal teams to swiftly address and secure compromised accounts, safeguarding client trust and brand reputation.
  • Cultivated long-term client relationships through personalized solutions, ensuring timely and effective resolution of account issues to enhance customer loyalty.
  • Proactively identified and capitalized on opportunities to elevate the overall client experience, contributing to a positive brand perception and increased customer retention.
  • Empowered clients with transparent options regarding account restrictions, reinforcing a customer-first approach to issue resolution.
  • Conducted consistent client follow-up calls, strengthening relationships and ensuring satisfaction, resulting in improved client lifetime value.
  • Demonstrated expertise in financial products such as IRAs (Traditional, Roth, SEP, SIMPLE), 401(k) plans, and securities, driving confidence in clients' financial decision-making.
  • Managed key banking services, including ACAT transfers, distributions, roth conversions, and debit card services, providing seamless service and reinforcing brand reliability.
  • Guided clients through essential tax documents (1099-R, 1042, and equity compensation forms), enhancing the customer journey and positioning the company as a trusted advisor.
  • Collaborated with financial advisors and premium service teams to address complex client needs, reinforcing a cross-functional approach to exceptional service delivery.
  • Achieved a 98% customer satisfaction score on company scorecards, consistently surpassing performance targets and contributing to the company's positive market reputation.
  • Applied risk management best practices to safeguard clients' portfolios, ensuring compliance and minimizing exposure.
  • Collaborated with other departments to develop ways to increase customer satisfaction.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

South Side Community Advisory Board/Chair

Howard Brown
06.2019 - 06.2024
  • Reviewed patient feedback about their healthcare experience at Howard Brown.
  • Planning recruitment strategies to increase community member involvement for healthcare programs offered by Howard Brown.
  • Aid in facilitating community meetings.
  • Aid in Annual Strategic Planning for Howard Brown with Director and board members.
  • Give feedback on different programs to improve healthcare and client needs.

Operations Intern

Disability Partnerships
06.2021 - 05.2022
  • Researched local and national grant opportunities to support program funding and organizational sustainability.
  • Co-developed an Economic Empowerment Program for individuals with disabilities in partnership with a certified financial planner, focusing on financial literacy and independence.
  • Assisted in planning and executing fundraising events, contributing to increased donor engagement and financial support.
  • Implemented time-saving measures and streamlined web workflows, improving operational efficiency across departments.
  • Entered and maintained accurate data in platforms such as Constant Contact and other organizational databases.
  • Utilized email marketing tools (MailChimp and Constant Contact) to create and distribute newsletters and outreach campaigns.
  • Liaised with external service providers, building and maintaining partnerships to expand program reach and support services.
  • Provided administrative support and data entry for staff, ensuring smooth daily operations and accurate record-keeping.


Case Manager

Indiana Professional Management Group
01.2017 - 05.2022
  • Implemented and maintained person-centered plans and Medicaid waiver service plans in compliance with state regulations and annual renewal requirements.
  • Facilitated meetings with clients, families, and interdisciplinary teams, utilizing advanced skills in Microsoft Word, Excel, PowerPoint, and internal databases to support documentation and planning.
  • Built strong, trust-based relationships with clients through both in-home and in-office visits, ensuring service delivery aligned with individual goals and needs.
  • Researched statewide community resources and made timely referrals to support clients’ housing, employment, and healthcare needs.
  • Conducted quarterly reviews of client financial statements, monitoring spending and ensuring alignment with service budgets.
  • Forecasted and managed annual client budgets, aligning financial planning with individual care goals and waiver guidelines.
  • Created individualized care plans tailored to each client’s unique needs, preferences, and life goals.
  • Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
  • Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
  • Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
  • Led large and small meetings with clients, their families, and program directors, ensuring clear communication and collaborative decision-making.

Financial Educator

Junior Achievement of Chicago
04.2021 - 08.2021
  • Introduced lessons on spending, budgeting, and money saving skills.
  • Financial Educator at various Middle and High schools throughout Chicagoland and Suburbs.
  • Chose materials and developed lesson plans to enhance skills for individual students.
  • Facilitated student-led, inquiry-based activities in classroom to enhance learning experience.
  • Prepared quizzes, tests and examinations to gauge how well students were learning.

Direct Care Professional

L'arche
07.2013 - 04.2021
  • Implemented individualized resident treatment plans and accurately documented client progress to support ongoing care and clinical outcomes.
  • Created, managed, and maintained up-to-date client records, ensuring compliance with organizational standards and regulatory requirements.
  • Monitored residents' health status, ensuring that medical and wellness needs were identified and addressed within required timeframes.
  • Administered medications in accordance with physician and nurse orders, following all safety protocols and documentation procedures.
  • Communicated changes in residents' conditions to management, providing recommendations for care plan adjustments to enhance service delivery and support client well-being.
  • Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
  • Helped with home management tasks, meal preparation, grocery shopping, and routine cleaning.

Intern

Seo Design Chicago
09.2020 - 11.2020
  • Implemented SEO strategies including keyword optimization, internal linking, and metadata enhancements to boost organic traffic.
  • Created blog content that simplified complex topics for diverse audiences, improving readability and engagement.

Disaster and Military Service Volunteer

Red Cross
09.2010 - 09.2019
  • Providing customer service via phone calls to families of military service men.
  • Food pantry for veterans.
  • Aided visitors in the shelter that need help after displacement.
  • Organized supplies for upcoming events and maintained inventory records.
  • Conducted customer surveys to gain feedback on services provided by the organization.
  • Assessed homes in Chicago and Individual after fires and provided financial assistance per red cross guidelines.

Intern

Clean Cities Chicago Coalition
10.2015 - 05.2016
  • Composed a weekly newsletter that featured upcoming events and content about alternative fuel awareness.
  • Researched industry trends and competitor strategies to inform decision making.
  • Promoted networking activities and unique events, such as the Green Drives Conference and the Airports Going Green Advanced Transportation Technologies Experience, via phone calls, newsletters, emails, and e-Blasts.
  • Developed and updated contact lists of stakeholders and businesses, such as major Chicago transportation fleets and private fleets that support the coalition.
  • Created a contact list of representatives from the South Shore Clean Cities Indiana Region for its annual meeting.
  • Revised aspects of the organization's website, including updating its history and its newsletter.
  • Assisted in the development of marketing materials, such as brochures, flyers, and promotional items.

Wet - Land Restoration Aquatic Science Survey Citizen

Indiana Dunes National Park Service
07.2013 - 12.2015
  • Contributed to aquatic field surveys for stonefly research conducted by Dr. Eward DeWalt.
  • Collected, sorted, and identified species of samples collected at the Field Museum and Indiana Dunes.
  • Conducted tasks for Citizen Science Enrichment Programs such as Trail Corps, including keeping walking trails free of debris and identifying dangers on trails such as unsteady ground and falling trees.
  • Conducted plant identification throughout the trails and the dunes using GIS tools.
  • Assisted with great marsh and forest restoration by planting native species, removing trees, and weeding.
  • Analyzed samples of insect larva collected for scientific research.
  • Co-authored a scientific research paper titled, 'Mayflies, stoneflies, and caddisflies of streams and marshes of Indiana Dunes National Lakeshore, USA.'

Team in Training Intern

Leukemia & Lymphoma Society
11.2014 - 01.2015
  • Managed social media and web page updates for the Team in Training (TNT) Program.
  • Contributed to recruitment efforts to secure participants for the program.
  • Supported Marketing efforts for the organization.
  • Generated a contact list for local and long-distance organizations where Lymphoma Society (LLS) can be promoted.
  • Built partnerships with local running, bicycle, and general fitness clubs and shops in Chicago and Northwest Indiana areas to promote the program.

Volunteer, Diabetes Educator, Phlebotomist

Englewood Health Care Services
09.2011 - 09.2014
  • Diabetes instructor large and small classes.
  • Created presentations for large and small classes that encouraged client participation.

Special Events Volunteer

Peggy Notebaert Nature Museum
06.2013 - 10.2013
  • Managed guest check-in, registration, and provided event information, delivering excellent customer service and enhancing attendee experience.
  • Collaborated with event coordinators to set up and break down event spaces, ensuring timely and organized transitions.
  • Provided on-site support during events, addressing guest inquiries and resolving any issues that arose, maintaining a positive and professional atmosphere.
  • Contributed to team efforts in managing crowd control and ensuring event timelines were adhered to, promoting smooth event flow.

Education

Master of Business Administration - Finance and Operation Development

North Park University
Chicago, IL
12.2021

Bachelor of Arts - Liberal Studies-Biology concentration

Saint Xavier University
Chicago, IL
12.2014

Skills

  • Detail-oriented approach
  • Relationship management
  • Data analysis

Timeline

Senior Analysis/Partnership Servicing Group

Northern Trust
08.2024 - Current

Client Services Associate

E*TRADE from Morgan Stanley
05.2022 - 08.2024

Operations Intern

Disability Partnerships
06.2021 - 05.2022

Financial Educator

Junior Achievement of Chicago
04.2021 - 08.2021

Intern

Seo Design Chicago
09.2020 - 11.2020

South Side Community Advisory Board/Chair

Howard Brown
06.2019 - 06.2024

Case Manager

Indiana Professional Management Group
01.2017 - 05.2022

Intern

Clean Cities Chicago Coalition
10.2015 - 05.2016

Team in Training Intern

Leukemia & Lymphoma Society
11.2014 - 01.2015

Direct Care Professional

L'arche
07.2013 - 04.2021

Wet - Land Restoration Aquatic Science Survey Citizen

Indiana Dunes National Park Service
07.2013 - 12.2015

Special Events Volunteer

Peggy Notebaert Nature Museum
06.2013 - 10.2013

Volunteer, Diabetes Educator, Phlebotomist

Englewood Health Care Services
09.2011 - 09.2014

Disaster and Military Service Volunteer

Red Cross
09.2010 - 09.2019

Bachelor of Arts - Liberal Studies-Biology concentration

Saint Xavier University

Master of Business Administration - Finance and Operation Development

North Park University

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Victoria Brinson