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Jenn Congdon

@jenncongdon

Relationship Manager at The Pacific Financial Group improving advisor workflows and resolving complex platform escalations.

United States

Message

What I'm looking for

I’m seeking a remote Client Success, Relationship Management, or Client Operations role where I can build trusted relationships, solve complex issues, improve processes, and deliver an exceptional client experience. I value collaboration, continuous improvement, and operational excellence, with opportunities for long-term growth and advancement.

At The Pacific Financial Group, I direct relationship strategy and operational execution for independent IARs and their end investors. I oversee advisor workflows, identify service gaps, and coordinate complex account and platform escalations across teams and custodial partners.

I oversee trade handoff readiness and compliance review for daily new account integrations, reconciling data across Orion and Salesforce. I also develop standardized service procedures in Scribe and support cross-training for service associates.

Previously at The Pacific Financial Group, I reduced onboarding cycle times from 10 to 7 days and NIGO error rates from 50% to 10% through milestone tracking, reporting, and documentation reviews. As an Advisor Service Associate, I supported advisors with Orion platform, reporting, billing, and workflow inquiries.

At NYL Securities LLC, I provided retirement planning and financial guidance and managed client accounts and documentation. At SGC Foodservice, I grew an institutional client portfolio from 10 to 65 school districts within one year through relationship management, account support, and vendor coordination.

Experience

Work history, roles, and key accomplishments

Current

Advisor Relationship Manager/Signature Service Manager

Current

The Pacific Financial Group

Oct 2025 - Present (11 months)

Direct relationship strategy and operational execution for 50 independent IARs and their end investors, overseeing advisor experience, service priorities, and complex account activity. Lead complex account and platform escalations across Operations, Compliance, Trading, Sales, and custodial partners.

Relationship Management Operational Efficiency Escalation Management Compliance Management Workflow Standardization Cross Functional Collaboration Team Leadership Orion Salesforce Scribe

Signature Service Associate

The Pacific Financial Group

Oct 2024 - Oct 2025 (1 year)

Preserved account retention across 25 flagship advisory practices by delivering proactive, white-glove operational support on complex, multi-custodian onboarding pipelines. Reduced Not-In-Good-Order error rates from 50% to 10% by executing daily end-to-end documentation audits and proactive pre-submission reviews.

Lifecycle Management Onboarding Optimization Data Reconciliation Issue Resolution Cross Functional Collaboration Customer Support

Advisor Service Associate

The Pacific Financial Group

Jun 2022 - Oct 2024 (2 years 4 months)

Exceeded service delivery SLAs and boosted advisor confidence by troubleshooting complex Orion platform, reporting, billing, and workflow inquiries via multi-channel phone and email support. Ensured data integrity by managing distributions, reallocations, transfers, and new account documentation within deadlines.

Orion Advisor Technology Customer Support Data Reconciliation Workflow Standardization Problem Solving Attention To Detail

Agent/Registered Representative

NYL Securities LLC

Nov 2019 - Feb 2022 (2 years 3 months)

Provided retirement planning and financial guidance to clients, assessing financial needs and developing strategies aligned with long-term retirement goals. Built and maintained trusted client relationships through proactive communication, personalized guidance, and ongoing account servicing.

Financial Services Needs Assessment Client Retention Strategies Compliance Management Customer Support

Account Manager

SGC Foodservice

May 2011 - Oct 2019 (8 years 5 months)

Grew an institutional client portfolio from 10 to 65 school districts within one year through relationship management, proactive account support, vendor coordination, and client retention strategies. Solicited competitive vendor bids and negotiated contracts and pricing structures to support client needs and organizational profitability.

Relationship Management Negotiation Vendor Relations Business Development Client Retention Strategies Training and Development