HAZEL PINTO
Charles Schwab
Denver
15
years of professional experience
Finance and banking professional with over 15 years of experience, adept at driving business objectives through strategic leadership and exceptional communication skills. Proven track record in optimizing financial processes and enhancing operational efficiency while fostering a collaborative team environment. Committed to continuous personal and professional growth, seeking opportunities to leverage expertise for organizational success and expand industry knowledge. Passionate about contributing to innovative solutions that align with business goals and elevate overall performance.
Work History
Specialist, Client Account Operations
2 Years 9 Months- Process paper claims, Schwab error corrections, RCLs, including outgoing charitable gift transfers, with close attention to accuracy, risk, service-level commitments and critical cut-off times.
- Serve as a trusted resource for complex and escalated cases from managers, ACS clients, AML, and Fraud partners, applying risk assessment and sound business judgment to drive timely resolution.
- SME for claims processes and complex cases, adept at filing TERR corrections, resolving escalations, and serving as a key resource for colleagues across the team.
- Monitor and manage the Claims Team mailbox and call queues, prioritize daily new work, and shift focus quickly during high-volume spikes or urgent processing needs.
- Run Team reports (DK, TOPR Daily Miscellaneous Spreadsheet, Outgoing Exceptions)
- Posted breaks to support high Mutual Fund Reconciliation volumes, reduce month-end suspense items
- Submitted multiple Spark Lab ideas focused on driving efficiency gains, process improvements, and promoting Schwab’s Better Never Stops culture of continuous improvement.
- TOPS+ Award winner, multiple Sendword and Ops Point recognitions, and quarterly award nominations.
- Cross-trained across all Claims & Reconciliation Team functions within the first six months.
- Consistently exceed established quality and efficiency metrics whilst meeting service-level commitments and managing team volumes.
Administrative Assistant - Wealth Management
1 Year 1 Month- Coordinated advisor-client meetings, supported onboarding, managed time-sensitive account requests, and provided proactive service focused on problem resolution and attention to detail.
- Responded to client, advisor and partner inquiries regarding transactions, tax receipts, reporting, beneficiary matters and estate settlements through written and verbal communication.
- Maintained accurate client documentation in accordance with KYC, internal controls and regulatory requirements; followed trades through settlement and value transfer.
- Achieved 100% client onboarding to a new KYC platform each month and reduced paper communications by moving clients to electronic delivery.
Investor Relations Administrator - Hedge Funds
7 Months- Reviewed subscription and transfer documentation, completed KYC/AML checks and wire call-backs, and followed up with investors on missing documentation.
- Maintained investor records and fund bank accounts; prepared investor statements, correspondence and weekly performance releases while supporting audits and contact updates.
Transaction Support Advisor
4 Years 2 Months- Completed and reconciled Austraclear/trade payments up to $800 million and domestic and RTGS transfers; served as a designated authorizer for high-value payments up to $10 million.
- Acted as SME and operational escalation point for Foreign Currency Account openings and closures, supporting complex inquiries across the business unit.
- Trained and mentored team members, completed quality controls, ran huddles, coordinated workflows and priorities, maintained operating rhythms, and supported team leadership during change.
- Engaged assurance, product, business analysis and change partners to assess impacts and risks, secure process sign-off, update policies and roll out stakeholder communications.
- Developed process documentation and checklists, supported pilot programs and new-platform trials, and helped eliminate paper-based communications for account openings.
- Maintained high quality while exceeding productivity benchmarks of 110%; managed workflows, service levels and five team members during a restructure.
Associate - Pension Administration
1 Year 4 Months- Calculated and administered pension benefits, transfer quotes, death benefits, bulk payments, and scheme amendments while ensuring compliance with legislative requirements and completing 100% quality validation checks.
- Trained and mentored new team members, collaborated with trustees and stakeholders on complex cases, led data analysis and reconciliation activities, and earned Banker of the Month twice for outstanding productivity.
Senior Customer Service Executive
1 Year- Processed and reviewed UK mortgage applications, KYC documentation, risk information and settlement payments up to GBP 1 million.
- Served as SME for client inquiries, conducted classroom training, performed quality assurance checks and supported pipeline projects through settlement.
Education
MBA - Finance
Master of Commerce - International Trade & Business
Bachelor of Commerce - Financial/Management Accounting/Auditing
Skills
Customer-centric
service-driven mindset
Risk and change management expertise
Strong focus on continuous improvement
Effective stakeholder management
Quick learner requiring minimal supervision
Strong organizational and time management skills
Adaptable and responsive to change
Proactive with a strong sense of ownership
Performs effectively under pressure
Deadline-oriented and dedicated team player
Timeline
Specialist, Client Account Operations
Charles Schwab
12.2023 - CurrentRead More
Administrative Assistant - Wealth Management
Royal Bank of Canada, Dominion Securities
05.2021 - 06.2022Read More
Investor Relations Administrator - Hedge Funds
Citco (Canada) Inc.
10.2020 - 05.2021Read More
Transaction Support Advisor
National Australia Bank
02.2016 - 04.2020Read More
Associate - Pension Administration
Jardine Lloyd Thompson India Pvt. Ltd.
09.2012 - 01.2014Read More
Senior Customer Service Executive
Serco Global Services
08.2011 - 08.2012Read More
University of Mumbai
Bachelor of Commerce from Financial/Management Accounting/Auditing
Read More
Deakin University
Master of Commerce from International Trade & Business
Read More
Deakin University
MBA from Finance
Read More