At your service

At your service

by Julie Cournoyer, Marketing Advisor
in collaboration with Maria Mantzaras, Application and Data Analyst

Customer Service Center (CSC) employees are a vital resource for financial institutions and their clients. In the heart of the action, they have extensive knowledge of each client’s internal tools and realities. At Croesus, we focus on training to ensure the highest quality of personalized service.

Maria Mantzaras, Application and Data Analyst on the Croesus CSC team, offers some tips and tricks to help you get the most out of Croesus solutions.

How can Croesus’s CSC help you in your daily tasks?

By email or over the phone, we aim to create valuable experiences for our users. We are responsible for ensuring the full satisfaction of our clients and maximizing their use of our sophisticated wealth management solutions. With many years of experience combined, our team members are each dedicated to a client, which advances knowledge of not only the products and services offered by our FinTech, but also of our clients’ specific needs.

What kind of support is offered to Croesus clients?

We offer short training calls on some features such as filters, the Clients module, and report creation. We can also meet clients where they are to provide personalized training and to get to know them better and understand their reality. An online help tool is included with the software program. Users can access it by pressing the F1 key, and find a multitude of answers to their questions. Our team can help them become familiar with this indispensable tool. In addition, our training team offers webinars, available on the Croesus website.

What types of transactions do you receive the most questions about?

It really depends on the season. For example, we get a lot of questions about reports in November, and registered retirement savings plans in the winter. Among other things, we get a lot of questions about transactions that generate gains or losses. Only buy, sell, redemption, substitution, contribution, assignment, exercise, and expiration transactions can generate gains or losses.

We are also often asked what types of transactions are considered inflows or outflows. Deposits, receipts, incoming transfers, positive adjustments, contributions, journal entries, and gross amounts are considered cash inflows. Withdrawals, deliveries, outgoing transfers, negative adjustments, contributions, journal entries, and gross amounts are considered cash outflows.

How does Croesus calculate portfolio performance?

The best performance indicators are time-weighted rate of return (TWRR) and money-weighted rate of return (MWRR). TWRR helps investors compare the performance of their portfolio manager. The impact of cash flows (whether deposits, withdrawals, or asset transfers) is removed from the calculation because the decision to add or withdraw cash from an account is generally not considered an investment decision. MWRR considers the account as a whole, which makes it a better tool for investors looking to track progress in terms of their financial goals. Croesus uses the most common MWRR calculation method – internal rate of return (IRR). All contributions and withdrawals are configured as a series of cash flows. Croesus then adds an inflow for the account’s initial value and an outflow for the account’s ending value. At this point, Croesus resolves the discount rate, which reconciles inflows with outflows.

If you have questions, remember that your customer service center is here for you. Maria and her team will be delighted to help you achieve your goals. Your clients are ours; give them the quality of service they deserve with Croesus’s unmatched solutions and support. We look forward to helping you!

You can watch our webinars by clicking here, and our training capsules by clicking here.


Experience it yourself, see the difference