Jacqueline Norris
Gilbert
Summary
Results-driven client service and operations professional with 5+ years of financial services experience supporting client servicing, operational coordination, issue resolution, and relationship management. Skilled in gathering and clarifying client needs, documenting service requirements, managing escalations, and partnering across teams to support accurate and timely execution. Strong communicator with Broadridge operational knowledge and a client-focused approach to onboarding, service delivery, and relationship management.
Overview
17
17
years of professional experience
Work History
Client Service Specialist
Broadridge Financial Solutions
Phoenix, AZ
02.2021 - Current
• Serve as a primary point of contact for clients, providing responsive support and a positive end-to-end service experience.
• Gather, review, and clarify client needs to ensure requests are complete, accurate, and aligned with operational requirements.
• Document client requests, service details, and key interactions to support internal handoffs and timely service execution.
• Partner with internal teams to coordinate client needs, resolve issues, and support onboarding and servicing activities.
• Manage escalated client concerns with professionalism, sound judgment, and a focus on resolution.
Client Service Associate
Computershare SLS
Tempe, AZ
01.2019 - 01.2021
• Managed high-volume inbound and outbound client communications while maintaining strong service quality and professionalism.
• Supported customer outreach and service initiatives aligned with business and operational goals.
• Ensured adherence to regulatory guidelines, internal policies, and service procedures.
Relationship Manager
J.P. Morgan
Phoenix, AZ
01.2017 - 08.2018
• Built and maintained strong client relationships through proactive communication, trust-based service, and effective issue resolution.
• Supported clients and staff through operational coordination, service oversight, and escalated issue management.
- Cultivated and maintained strong client relationships, ensuring satisfaction and loyalty.
Senior Specialist I / Senior Specialist
J.P. Morgan
Phoenix, AZ
01.2013 - 01.2017
- Led cross-functional teams to streamline operations and enhance service delivery.
- Developed and implemented strategies to optimize workflow efficiency and reduce operational risks.
- Mentored junior specialists, fostering professional growth and enhancing team performance.
- Analyzed complex financial data to provide insights for strategic decision-making initiatives.
Customer Support Specialist, Student Lending
J.P. Morgan
Phoenix, AZ
01.2009 - 01.2013
- Resolved customer inquiries using CRM systems, enhancing service efficiency and client satisfaction.
- Collaborated with cross-functional teams to streamline support processes and improve response times.
- Trained new team members on best practices for handling complex customer issues effectively.
- Analyzed customer feedback to identify trends, driving initiatives for service improvement.
Education
Master of Science - Mental Health Counseling
University of Phoenix
Tempe, AZ05-2027
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ05-2022
Skills
- Client Onboarding Support
- Requirements Gathering
- Client Intake and Discovery
- Service Request Documentation
- Cross-Functional Coordination
- Client Relationship Management
- Escalation Management
- Operational Workflow Support
- Issue Resolution
- Compliance and Risk Awareness
- Microsoft Office Suite
- Documentation Accuracy
- Email etiquette
- CRM software expertise
Timeline
Client Service Specialist
Broadridge Financial Solutions
02.2021 - Current
Client Service Associate
Computershare SLS
01.2019 - 01.2021
Relationship Manager
J.P. Morgan
01.2017 - 08.2018
Senior Specialist I / Senior Specialist
J.P. Morgan
01.2013 - 01.2017
Customer Support Specialist, Student Lending
J.P. Morgan
01.2009 - 01.2013
Master of Science - Mental Health Counseling
University of Phoenix
Bachelor of Science - Business Management
University of Phoenix
Received several ACE Awards in the areas of Client Centric and being Engaged
Areas of Client Centric for going above and beyond to resolve escalated issues to satisfy the client as well as in the areas of being engaged for being a Team player and putting the needs of the company before my own.