Jennifer Hernandez - Edward Jones Senior Branch Office Administrator

Spotlight

Location

Irving, TX

Year Started

2011

Jennifer Hernandez

Senior Branch Office Administrator

What did you do before Edward Jones?
I was the director of communications for St. Stephen's Episcopal Church for 10 years.
 
How does Edward Jones compare to the companies where you previously worked? 
After 10 years at a church, I wasn't sure how I would adjust to anything else, and Edward Jones ended up being a great fit for me. I loved being a part of the church family, but there were no opportunities for advancement. Here at Edward Jones, we have an outstanding benefits package, limited partnership opportunities, branch and firm bonuses, and fun challenge awards we can earn each trimester. I love knowing there are opportunities for growth for me with this firm.
 
What does it take to be a successful branch office administrator at Edward Jones?
It takes kindness and caring for others, a willingness to learn, multi-tasking skills, and the ability to ask questions and think on your feet. You must be a team player and have the drive to take ownership in the success of your branch.
 
What is it like to work in a two-person office?
I work in a three-person office, which is great for me. I was alone in the parish office of St. Stephen’s, so working in a small office is right up my alley. We are a close-knit team all invested in one another's success and the success of the firm. 
 
What kinds of things do you do every day to help the clients?
We touch base with our clients on a regular basis by calling them on their birthdays, following up with them on check requests and money transfers, setting up appointments for our financial advisor to review their portfolios, inquiring after their health and wellbeing, congratulating them on life events, and making sure all questions or concerns are addressed in a timely manner.
 
What kinds of things do you do every day to help your financial advisor build the business?
We systematically and proactively contact our clients. We stay up to date on technology enhancements so as to better serve them, and we maintain a consistent and repeatable process with each client.
 
Describe a memorable experience with a client that encapsulates or typifies what it’s like to work for Edward Jones.
With each conversation I have with my clients, I feel closer and closer to them. At the end of our business calls, we recently started asking clients about their summer, or if they'd taken any trips. I have learned so much! One client, whom I had spoken to numerous times, told me he likes to travel to the Northeast in the fall because he is a photographer and enjoys the changing color of the leaves. I shared with him that my dad is also a photographer and when one has the right equipment, how impressive the detail and bright colors appear in the photos. The client gave me his web page address so I could see some of his work. I absolutely enjoyed looking through his photos of the beautiful landscapes. It's a great feeling to know our clients are willing to spend a little time chatting with me about their lives and sharing those kinds of details. I had no idea – and all I had to do was ask!

What kind of support do you get from the home office?
We get so much support from our home office. While I was training, my financial advisor let me know to never hesitate to call the home office with any questions I might have. Three years later, I know just how valuable that advice was. All the people I speak with in the home office is friendly and knowledgeable. If they don't know the answer to my question, they know where to go to find it. Home office consistently goes above and beyond for us, and I am never made to feel like I'm asking a dumb question. They have our backs and are a important part of our team.
 
What’s the most important part of your day as a BOA?
The most important part of my day is every time I answer the phone for a client. Each call brings its own unique tasks and challenges. It's so important to be able to prioritize those tasks, to do what I say I'm going to do, and to do it in a timely manner. Our clients need to know they are our priority at all times.

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