The Voices of Leadership

We asked our leaders off-the-cuff questions, and it was the most fun we've had in a while. 

But seriously—they're passionate about serving advisors and staying curious. And they have some great advice for advisors joining us.

Meet those leading the way

Get to know the people behind those fancy titles, and the incredible teams behind them, too.

INTERVIEWER: Can you first tell us your name and your role at Charles Schwab?

BERNIE: I am Bernie Clark and I'm responsible for Advisor Services.

We support independent advisors throughout the country, 15,000 of them.

INTERVIEWER: Describe your best day at work.

BERNIE: Best day at work is spending my entire day talking to clients.

INTERVIEWER: Describe your best day not at work.

BERNIE: Best day not at work is spending time with my family, and just enjoying myself.

INTERVIEWER: What questions do you like getting from advisors?

BERNIE: I don't care what the question is, if it's good news, if it's bad news. Just talking with advisors is the highlight of my day.

INTERVIEWER: Three adjectives that best describe you.

BERNIE: Energy, opportunistic, and love people.

INTERVIEWER: What makes somebody a great leader?

BERNIE: You know, I'm going to lead with humility. I think if you have humility, then you understand what it's to be in the other person's shoes, and I think that humility brings people along with you.

INTERVIEWER: How do you bring out the best in your team?

BERNIE: You just include them, you just have to. With information, people do great things. You make them part of what you're doing, and they will shine.

INTERVIEWER: Nicely said. How do you stay curious?

BERNIE: It's not hard. This industry evolves every day. I don't know what the next trend or cycle is going to be, but I know one's coming. Inevitably, we have to be ready for whatever that is. That's what our advisors do with their clients. They keep them ready for the future.

INTERVIEWER: What's a question you wish that we had asked you?

BERNIE: The altruistic nature of advisors, about what drives them, about what motivates them in their daily lives, what keeps them in the industry for as long as they've stayed in the industry. It is that kind of space where it is a calling a little more than a career.

INTERVIEWER: Is there anything you'd like to say to the advisors that are joining Schwab now?

BERNIE: Call me. Call us. Talk to us. Tell us about your business model. You're joining us. We can work together, and we want to help you grow. You're in the right place.

Video Transcript

Bernie Clark, Head of Advisor Services

INTERVIEWER: Can you first tell us your name and your role at Charles Schwab?

BERNIE: I am Bernie Clark and I'm responsible for Advisor Services.

We support independent advisors throughout the country, 15,000 of them.

INTERVIEWER: Describe your best day at work.

BERNIE: Best day at work is spending my entire day talking to clients.

INTERVIEWER: Describe your best day not at work.

BERNIE: Best day not at work is spending time with my family, and just enjoying myself.

INTERVIEWER: What questions do you like getting from advisors?

BERNIE: I don't care what the question is, if it's good news, if it's bad news. Just talking with advisors is the highlight of my day.

INTERVIEWER: Three adjectives that best describe you.

BERNIE: Energy, opportunistic, and love people.

INTERVIEWER: What makes somebody a great leader?

BERNIE: You know, I'm going to lead with humility. I think if you have humility, then you understand what it's to be in the other person's shoes, and I think that humility brings people along with you.

INTERVIEWER: How do you bring out the best in your team?

BERNIE: You just include them, you just have to. With information, people do great things. You make them part of what you're doing, and they will shine.

INTERVIEWER: Nicely said. How do you stay curious?

BERNIE: It's not hard. This industry evolves every day. I don't know what the next trend or cycle is going to be, but I know one's coming. Inevitably, we have to be ready for whatever that is. That's what our advisors do with their clients. They keep them ready for the future.

INTERVIEWER: What's a question you wish that we had asked you?

BERNIE: The altruistic nature of advisors, about what drives them, about what motivates them in their daily lives, what keeps them in the industry for as long as they've stayed in the industry. It is that kind of space where it is a calling a little more than a career.

INTERVIEWER: Is there anything you'd like to say to the advisors that are joining Schwab now?

BERNIE: Call me. Call us. Talk to us. Tell us about your business model. You're joining us. We can work together, and we want to help you grow. You're in the right place.

Bernie Clark, Head of Advisor Services

"We can work together, and we want to help you grow. You're in the right place."

INTERVIEWER: Can you give me your name and your title at Schwab?

JON: Sure. My name is Jon Beatty. I'm the Chief Operating Officer of Advisor Services. I oversee Service, Sales, and Relationship Management Business Consulting.

INTERVIEWER: What is your best day at work?

JON: My best day at work is when I get to talk with clients, working closely with advisors, and I make sure that they're part of every day for me.

INTERVIEWER: What is your best day not at work?

JON: When I'm outside having fun. I love playing tennis, golf, walking with my wife. Those are my best days on the weekends. 

INTERVIEWER: What questions do you like getting from advisors?

JON: What I like to hear from advisors, from all of you, is where are the opportunities? How can we lean in to support you more? How can we help you with your clients? How can we solve problems? Deliver against opportunities? That's what we enjoy at Schwab.

INTERVIEWER: How do you answer those questions?

JON: Well, I think we certainly want to be good listeners upfront. Get information as to what the opportunity is, what the challenge is, and then take that back and ideate on it, get creative, innovative, and come back with solutions.

INTERVIEWER: What do you love most about the work you're doing now with advisors?

JON: I feel like I've walked at least a short period of time in your shoes and know what it's like to work with individual investors, the thrill of that, the necessity of it, and how it can be very rewarding.

INTERVIEWER: Extrovert or introvert?

JON: Introvert, actually. I like small groups of people. Working one-on-one with advisors, with all of you, it's just really enjoyable. There's a great reward that comes from that. It's more than a financial reward. It's an emotional reward. It stays with you for a very long time.

INTERVIEWER: What would you say to advisors who are new to working with Schwab?

JON: We are so excited to get to know you, to help you, and be a part of your success going forward.

Video Transcript

Jon Beatty, COO of Advisor Services

INTERVIEWER: Can you give me your name and your title at Schwab?

JON: Sure. My name is Jon Beatty. I'm the Chief Operating Officer of Advisor Services. I oversee Service, Sales, and Relationship Management Business Consulting.

INTERVIEWER: What is your best day at work?

JON: My best day at work is when I get to talk with clients, working closely with advisors, and I make sure that they're part of every day for me.

INTERVIEWER: What is your best day not at work?

JON: When I'm outside having fun. I love playing tennis, golf, walking with my wife. Those are my best days on the weekends. 

INTERVIEWER: What questions do you like getting from advisors?

JON: What I like to hear from advisors, from all of you, is where are the opportunities? How can we lean in to support you more? How can we help you with your clients? How can we solve problems? Deliver against opportunities? That's what we enjoy at Schwab.

INTERVIEWER: How do you answer those questions?

JON: Well, I think we certainly want to be good listeners upfront. Get information as to what the opportunity is, what the challenge is, and then take that back and ideate on it, get creative, innovative, and come back with solutions.

INTERVIEWER: What do you love most about the work you're doing now with advisors?

JON: I feel like I've walked at least a short period of time in your shoes and know what it's like to work with individual investors, the thrill of that, the necessity of it, and how it can be very rewarding.

INTERVIEWER: Extrovert or introvert?

JON: Introvert, actually. I like small groups of people. Working one-on-one with advisors, with all of you, it's just really enjoyable. There's a great reward that comes from that. It's more than a financial reward. It's an emotional reward. It stays with you for a very long time.

INTERVIEWER: What would you say to advisors who are new to working with Schwab?

JON: We are so excited to get to know you, to help you, and be a part of your success going forward.

Jon Beatty, COO of Advisor Services

"What I like to hear from advisors is where are the opportunities? That's what we enjoy at Schwab."

INTERVIEWER: Can you first introduce yourself?

JALINA: I'm Jalina Kerr and I lead our Advisor and Field Experience teams on behalf of all of Advisor Services.

I am responsible for leading strategy and client loyalty programs on behalf of all of the 15,000 advisors on our platform.

INTERVIEWER: Your go-to small-talk topic?

JALINA: Sports. I love all sports, really—baseball, softball, golf, you name it. 

INTERVIEWER: How long have you been working with independent advisors?

JALINA: Nearly my entire career, almost 29 years now.

INTERVIEWER: What do you like most about it?

JALINA: I really love the fact that we, as a company, are very aligned with clients and are always thinking about ways to do right by them.

INTERVIEWER: Describe your best day at work.

JALINA: Waking up every day and knowing that I'm coming to work with my teams to focus on what we can do differently for advisors and make their experience better every single day.

INTERVIEWER: Tell us something you've learned from advisors.

JALINA: I've learned that all advisors are not made the same. They're not one-size-fits-all. When you look across the thousands of advisors we serve, each one of them has a slightly different business model.

INTERVIEWER: What would you say to advisors who are new to Schwab?

JALINA: We care about you and your clients, and we want you to succeed.

INTERVIEWER: What makes somebody a great leader?

JALINA: Listening. We probably need to listen more than we talk. And I think that makes for a really good leader.

INTERVIEWER: What are the three qualities you most admire about your team?

JALINA: Their curiosity, they challenge one another very respectfully, and they're highly collaborative.

INTERVIEWER: What's your proudest accomplishment in your role?

JALINA: Advisors look differently than they did 30 years ago when I first started, and the fact that we've been able to evolve our business and continue to grow right alongside advisors makes me really, really proud.

Video Transcript

Jalina Kerr, Managing Director, Client Experience

INTERVIEWER: Can you first introduce yourself?

JALINA: I'm Jalina Kerr and I lead our Advisor and Field Experience teams on behalf of all of Advisor Services.

I am responsible for leading strategy and client loyalty programs on behalf of all of the 15,000 advisors on our platform.

INTERVIEWER: Your go-to small-talk topic?

JALINA: Sports. I love all sports, really—baseball, softball, golf, you name it. 

INTERVIEWER: How long have you been working with independent advisors?

JALINA: Nearly my entire career, almost 29 years now.

INTERVIEWER: What do you like most about it?

JALINA: I really love the fact that we, as a company, are very aligned with clients and are always thinking about ways to do right by them.

INTERVIEWER: Describe your best day at work.

JALINA: Waking up every day and knowing that I'm coming to work with my teams to focus on what we can do differently for advisors and make their experience better every single day.

INTERVIEWER: Tell us something you've learned from advisors.

JALINA: I've learned that all advisors are not made the same. They're not one-size-fits-all. When you look across the thousands of advisors we serve, each one of them has a slightly different business model.

INTERVIEWER: What would you say to advisors who are new to Schwab?

JALINA: We care about you and your clients, and we want you to succeed.

INTERVIEWER: What makes somebody a great leader?

JALINA: Listening. We probably need to listen more than we talk. And I think that makes for a really good leader.

INTERVIEWER: What are the three qualities you most admire about your team?

JALINA: Their curiosity, they challenge one another very respectfully, and they're highly collaborative.

INTERVIEWER: What's your proudest accomplishment in your role?

JALINA: Advisors look differently than they did 30 years ago when I first started, and the fact that we've been able to evolve our business and continue to grow right alongside advisors makes me really, really proud.

Jalina Kerr, Managing Director, Client Experience

"I really love the fact that we as a company are very aligned with clients and are always thinking about ways to do right by them."

INTERVIEWER: Can you introduce yourself?

TOM: Hi, I'm Tom Bradley, Managing Director at Charles Schwab and Company.

I have two major responsibilities. One is I'm responsible for the service for all advisors that custody up to $2 billion with us. I'm also responsible for the integration of the Ameritrade Advisor Services custody business into Schwab.

INTERVIEWER: How long have you been working with independent advisors?

TOM: The majority of my career, close to 40 years, actually.

INTERVIEWER: What do you love best about your career?

TOM: Making a difference in people's lives.

INTERVIEWER: Your biggest motivator?

TOM: Family, motivate me every day to do better.

INTERVIEWER: Nicely stated. What three qualities do you most admire about your team?

TOM: They work hard, they work smart, and they're passionate about what they do.

INTERVIEWER: What word would your team use to describe you? 

TOM: I work hard, I work smart, and I'm also passionate about what I do, and enthusiastic.

INTERVIEWER: What kinds of questions do you like getting from advisors?

TOM: I love talking to advisors about how we can continue to grow the independent investment advisory space. The advisors' part is to continue to focus and put the client first. Our part is to take care of the advisors and their clients.

INTERVIEWER: How do you see through clients' eyes?

TOM: I put myself in their shoes. How would I want to be treated? What would I be looking for?

INTERVIEWER: Tell us something you've learned from advisors.

TOM: If you put the client first, success will follow. I've learned that from advisors. Don't worry about anything else. Just focus on that. Success will follow.

INTERVIEWER: What are you excited about now?

TOM: Excited about the future, excited about growth, excited about continuing to help advisors grow their businesses. We have advisors that are large. We have advisors that are newer and smaller. This is the fastest-growing space in all the financial services. That's an exciting place to be.

Video Transcript

Tom Bradley, Managing Director, Advisor Services Group

INTERVIEWER: Can you introduce yourself?

TOM: Hi, I'm Tom Bradley, Managing Director at Charles Schwab and Company.

I have two major responsibilities. One is I'm responsible for the service for all advisors that custody up to $2 billion with us. I'm also responsible for the integration of the Ameritrade Advisor Services custody business into Schwab.

INTERVIEWER: How long have you been working with independent advisors?

TOM: The majority of my career, close to 40 years, actually.

INTERVIEWER: What do you love best about your career?

TOM: Making a difference in people's lives.

INTERVIEWER: Your biggest motivator?

TOM: Family, motivate me every day to do better.

INTERVIEWER: Nicely stated. What three qualities do you most admire about your team?

TOM: They work hard, they work smart, and they're passionate about what they do.

INTERVIEWER: What word would your team use to describe you? 

TOM: I work hard, I work smart, and I'm also passionate about what I do, and enthusiastic.

INTERVIEWER: What kinds of questions do you like getting from advisors?

TOM: I love talking to advisors about how we can continue to grow the independent investment advisory space. The advisors' part is to continue to focus and put the client first. Our part is to take care of the advisors and their clients.

INTERVIEWER: How do you see through clients' eyes?

TOM: I put myself in their shoes. How would I want to be treated? What would I be looking for?

INTERVIEWER: Tell us something you've learned from advisors.

TOM: If you put the client first, success will follow. I've learned that from advisors. Don't worry about anything else. Just focus on that. Success will follow.

INTERVIEWER: What are you excited about now?

TOM: Excited about the future, excited about growth, excited about continuing to help advisors grow their businesses. We have advisors that are large. We have advisors that are newer and smaller. This is the fastest-growing space in all the financial services. That's an exciting place to be.

Tom Bradley, Managing Director, Advisor Services Group

"If you put the client first, success will follow. I've learned that from advisors."

INTERVIEWER: Okay, so we're rolling, and okay.

MICHELLE: Oh, we're doing it? Okay.

INTERVIEWER: Can you state your name and your role at Schwab?

MICHELLE: My name is Michelle Palermo, and I'm the Managing Director over the Network Service segment.

INTERVIEWER: How long have you been working with independent advisors?

MICHELLE: I've been working with independent advisors for the last 15 years.

INTERVIEWER: What do you like most about it?

MICHELLE: They inspire me because of what they've gone through in their journey to become independent, and really admire what they do for the clients each and every day. And they push us to do better.

INTERVIEWER: What's your biggest motivator?

MICHELLE: I'm a doer, I like to get stuff done, and that fulfills me. And the impact that I make is one of the, you know, motivators that I have as far as in my personal and professional life.

INTERVIEWER: Why does collaboration matter to you?

MICHELLE: We're the quarterback. You know, we're working with the advisor to service their day-to-day, meet their needs. And so we're bringing in business partners, again, bringing in the advisor to make sure that we're providing a really great client experience. This is a high-integrity company, vision and values, and there's just a lot of people working to support you and ensuring that the transition over is a success.

INTERVIEWER: Describe your best day at work.

MICHELLE: Working with my employees on initiatives that will impact positively the employee and advisor experience, and cherry on top, getting amazing feedback from our advisors.

INTERVIEWER: What would your best day be like not at work?

MICHELLE: I love to be active and outdoors, and I love to eat, so enjoying really good food.

INTERVIEWER: What would you say to advisors who are new to working with Schwab?

MICHELLE: Well, to the new advisors that are joining us here at Schwab, we are so excited and can't wait to formalize the two organizations coming together. So thank you.

INTERVIEWER: Feel good?

Video Transcript

Michelle Palermo, Managing Director, Advisor Services Group

INTERVIEWER: Okay, so we're rolling, and okay.

MICHELLE: Oh, we're doing it? Okay.

INTERVIEWER: Can you state your name and your role at Schwab?

MICHELLE: My name is Michelle Palermo, and I'm the Managing Director over the Network Service segment.

INTERVIEWER: How long have you been working with independent advisors?

MICHELLE: I've been working with independent advisors for the last 15 years.

INTERVIEWER: What do you like most about it?

MICHELLE: They inspire me because of what they've gone through in their journey to become independent, and really admire what they do for the clients each and every day. And they push us to do better.

INTERVIEWER: What's your biggest motivator?

MICHELLE: I'm a doer, I like to get stuff done, and that fulfills me. And the impact that I make is one of the, you know, motivators that I have as far as in my personal and professional life.

INTERVIEWER: Why does collaboration matter to you?

MICHELLE: We're the quarterback. You know, we're working with the advisor to service their day-to-day, meet their needs. And so we're bringing in business partners, again, bringing in the advisor to make sure that we're providing a really great client experience. This is a high-integrity company, vision and values, and there's just a lot of people working to support you and ensuring that the transition over is a success.

INTERVIEWER: Describe your best day at work.

MICHELLE: Working with my employees on initiatives that will impact positively the employee and advisor experience, and cherry on top, getting amazing feedback from our advisors.

INTERVIEWER: What would your best day be like not at work?

MICHELLE: I love to be active and outdoors, and I love to eat, so enjoying really good food.

INTERVIEWER: What would you say to advisors who are new to working with Schwab?

MICHELLE: Well, to the new advisors that are joining us here at Schwab, we are so excited and can't wait to formalize the two organizations coming together. So thank you.

INTERVIEWER: Feel good?

Michelle Palermo, Managing Director, Advisor Services Group

"I really admire what our advisors do for their clients each and every day. And they push us to do better."

INTERVIEWER: Could you introduce yourself?

JOHN: Sure. Hi, I am John Tovar. I'm Managing Director at Schwab Advisor Services.

I'm responsible for different aspects of the Service organization, our specialty teams, our Advisor Services group, Service teams, and another group, Workflow Solutions.

INTERVIEWER: First item on your bucket list?

JOHN: I want to take my wife to see the Northern Lights.

INTERVIEWER: Your biggest motivator?

JOHN: To provide for my family.

INTERVIEWER: How long have you been working with independent advisors?

JOHN: Twenty-three years now.

INTERVIEWER: What do you like most about Schwab's culture?

JOHN: Schwab's culture is very similar to the culture that I came from at TD Ameritrade. I think there's just a deep caring for each other as employees, and then just the laser focus on doing what's right for the client, making sure that advisors are successful. 

INTERVIEWER: What three qualities do you most admire about your team?

JOHN: Dedication, passion, and integrity.

INTERVIEWER: What does great service look like?

JOHN: I think great service looks like every single touch point with our organization because we are doing what our advisors' clients expect us to do. We had a great client of ours at TD Ameritrade and she told me one time, ‘John, I never have a client walk in and say, ‘I want to beat the S&P.' They come in and say, ‘Am I going to be okay? Can I take care of my family? Can my daughter go to college?' And so it was just when I heard that was like, ‘Wow, these are the people I want to help.'

INTERVIEWER: How do you encourage advisors to approach you with ideas, questions, concerns?

JOHN: I try to make myself available and really try to stress, ‘I mean it. Contact me. I don't know what I don't know, and I want to help you be successful because if you're successful, I'm successful and we're all successful.'

Video Transcript

John Tovar, AIF®, Managing Director, Wealth Management Services

INTERVIEWER: Could you introduce yourself?

JOHN: Sure. Hi, I am John Tovar. I'm Managing Director at Schwab Advisor Services.

I'm responsible for different aspects of the Service organization, our specialty teams, our Advisor Services group, Service teams, and another group, Workflow Solutions.

INTERVIEWER: First item on your bucket list?

JOHN: I want to take my wife to see the Northern Lights.

INTERVIEWER: Your biggest motivator?

JOHN: To provide for my family.

INTERVIEWER: How long have you been working with independent advisors?

JOHN: Twenty-three years now.

INTERVIEWER: What do you like most about Schwab's culture?

JOHN: Schwab's culture is very similar to the culture that I came from at TD Ameritrade. I think there's just a deep caring for each other as employees, and then just the laser focus on doing what's right for the client, making sure that advisors are successful. 

INTERVIEWER: What three qualities do you most admire about your team?

JOHN: Dedication, passion, and integrity.

INTERVIEWER: What does great service look like?

JOHN: I think great service looks like every single touch point with our organization because we are doing what our advisors' clients expect us to do. We had a great client of ours at TD Ameritrade and she told me one time, ‘John, I never have a client walk in and say, ‘I want to beat the S&P.' They come in and say, ‘Am I going to be okay? Can I take care of my family? Can my daughter go to college?' And so it was just when I heard that was like, ‘Wow, these are the people I want to help.'

INTERVIEWER: How do you encourage advisors to approach you with ideas, questions, concerns?

JOHN: I try to make myself available and really try to stress, ‘I mean it. Contact me. I don't know what I don't know, and I want to help you be successful because if you're successful, I'm successful and we're all successful.'

John Tovar, Managing Director, Wealth Management Services

"I think there's a laser focus on doing what's right for the client, making sure that advisors are successful."

INTERVIEWER: So your name and what do you do at Schwab?

LISA: My name is Lisa Mihelich, and I work with independent financial advisors in the Institutional Service group.

INTERVIEWER: Three adjectives that best describe you.

LISA: Thoughtful, calm, and confident.

INTERVIEWER: I like it. And that was a very confident way to answer that question. What is your go-to small talk topic?

LISA: I ask the person questions about themselves.

INTERVIEWER: How long have you been working with independent advisors?

LISA: Almost 29 years. I've been in a unique role, in that I've been always on the customer service side. I can relate to the service professionals and I know what they do. It's very rewarding for me to work with advisors, help them problem-solve.

INTERVIEWER: How do you see through clients' eyes?

LISA: I like listening to other people, learning about other people versus the other way around, which is why this is so hard.

INTERVIEWER: Who is your personal hero, how about that?

LISA: My dad, because the things that he role-modeled in his career are things that I emulate today. He worked at a shoe company, and he would come home at night and he'd have these shoe magazines, and that showed me that it's important that you really truly understand your industry.

INTERVIEWER: What makes you hopeful?

LISA: The diversity that we're seeing in our industry. I know I don't have all the ideas myself and I really like different perspectives.

INTERVIEWER: What would you say to advisors who are new to working with Schwab?

LISA: Welcome to Schwab. I'm looking forward to working with you. Consider your Service team as a extension of your office. We're here to help you. We're really going to get to know you. You'll get to know us. Once we finally are integrated, I'm really excited to work directly with advisors and have them see the full products and services that we have to offer and the great Service teams that they will be working with.

INTERVIEWER: What does great service look like?

LISA: Being available for our advisors when they need us, providing quality, accurate information. And then when the unique, complex things come up, we're there to help partner and consult with advisors to provide a great solution.

INTERVIEWER: And what does it feel like to you and your team?

LISA: Rewarding. You go home feeling like you've accomplished a lot.

INTERVIEWER: I kind of like that. I love how you just get right to it.

Video Transcript

Lisa Mihelich, Managing Director, Institutional Group

INTERVIEWER: So your name and what do you do at Schwab?

LISA: My name is Lisa Mihelich, and I work with independent financial advisors in the Institutional Service group.

INTERVIEWER: Three adjectives that best describe you.

LISA: Thoughtful, calm, and confident.

INTERVIEWER: I like it. And that was a very confident way to answer that question. What is your go-to small talk topic?

LISA: I ask the person questions about themselves.

INTERVIEWER: How long have you been working with independent advisors?

LISA: Almost 29 years. I've been in a unique role, in that I've been always on the customer service side. I can relate to the service professionals and I know what they do. It's very rewarding for me to work with advisors, help them problem-solve.

INTERVIEWER: How do you see through clients' eyes?

LISA: I like listening to other people, learning about other people versus the other way around, which is why this is so hard.

INTERVIEWER: Who is your personal hero, how about that?

LISA: My dad, because the things that he role-modeled in his career are things that I emulate today. He worked at a shoe company, and he would come home at night and he'd have these shoe magazines, and that showed me that it's important that you really truly understand your industry.

INTERVIEWER: What makes you hopeful?

LISA: The diversity that we're seeing in our industry. I know I don't have all the ideas myself and I really like different perspectives.

INTERVIEWER: What would you say to advisors who are new to working with Schwab?

LISA: Welcome to Schwab. I'm looking forward to working with you. Consider your Service team as a extension of your office. We're here to help you. We're really going to get to know you. You'll get to know us. Once we finally are integrated, I'm really excited to work directly with advisors and have them see the full products and services that we have to offer and the great Service teams that they will be working with.

INTERVIEWER: What does great service look like?

LISA: Being available for our advisors when they need us, providing quality, accurate information. And then when the unique, complex things come up, we're there to help partner and consult with advisors to provide a great solution.

INTERVIEWER: And what does it feel like to you and your team?

LISA: Rewarding. You go home feeling like you've accomplished a lot.

INTERVIEWER: I kind of like that. I love how you just get right to it.

Lisa Mihelich, Managing Director, Institutional Group

"It's very rewarding for me to work with advisors. You go home feeling like you've accomplished a lot."

(0923-3P62)