Gemini’s transfer agent unit skillfully manages all aspects of shareholder recordkeeping.
We strive to provide exceptional customer service to our fund clients and their shareholders through industry-leading technology, a full offering of supplemental services, and a flexible, open architecture format. As of December 31, 2017, our transfer agent department processed more than 1,000 CUSIPS across 400 portfolios.
Gemini’s transfer agent is responsible for document imaging, processing incoming and outgoing checks, wires and ACH payments, shareholder correspondence, and AML monitoring. We also enter new account information; process purchases, liquidations, exchanges, and transfers; and perform maintenance updates to shareholder accounts.
Gemini handles all shareholder inquiries promptly, courteously, and securely. Our call center technology solution allows for multiple call routing, which allows complex calls to be routed directly to senior customer service agents, who provide peer-to-peer training and call monitoring, allowing for continuous improvement of our agents and enhanced customer experiences.
Call center services include:
Customizable call routing and queueing
Call back queueing
Compliance and audit trails
Quality assurance, recording, and training functionality
Translation services in order to communicate with non-English speaking callers
Callers can reach live call center agents without the need for multiple layers of touch-tone input, which creates seamless client/agent engagement. Our skilled team removes the intricate, difficult, and time-consuming tasks of shareholder transaction processing and shareholder servicing from your list of internal responsibilities.
Gemini’s dealer services team interacts daily with you, your distributor, broker-dealer back offices, registered reps, and RIAs to provide:
Support for on-demand custom reporting requests from the fund advisor, intermediaries, auditors, and technology partners
Sales reporting at the territory, dealer, office, and representative levels. Gemini partners with Celera Systems to provide detailed sales reporting via SalesStation and CRM access via Salesforce.
12b-1 and commission payments
Blue Sky reporting and monitoring
Notifications of important fund events, including mergers and name changes
Commissions information to back offices and registered reps
We also provide complete connectivity and capabilities with all National Securities Clearing Corporation (NSCC) systems and Depository Trust and Clearing Corporation’s (DTCC) Alternative Investment Product (AIP) platform.
Our team members have an average of 15 years of industry experience, including dedicated mutual fund operations experience with TD Ameritrade Clearing, COR Clearing, and Pioneer Investments.
Gemini uses the Envision Financial Systems PowerAgent system for shareholder recordkeeping, which is a real-time, fully-featured open-architecture system that is fully customizable to fit the needs of any fund type. We streamline our recordkeeping system with PAWorx, which is a customizable imaging and workflow system that captures and moves documents and data electronically through our workflow processes. It allows us to annotate imaging, monitor service level agreements, and track and monitor the flow of shareholder financial and nonfinancial correspondence.
We also use a proprietary, configurable, real-time internet shareholder portal to give direct shareholders the ability to view their account details and make transactions 24 hours a day, seven days a week.
Additionally, Gemini’s staff of developers and business analysts create timely custom reporting, as well as develop and support new products to help funds be at the forefront of the industry and maintain consistency of branding and customer engagement.
Specific technology solutions Gemini provides:
Daily confirmation statement, as well as periodic account statement printing and mailing
Printing and mailing of IRS tax forms
Electronic interaction with the IRS including using the IRS FIRE system and the IRS TIN matching service
eDelivery of statements, confirmations, tax forms, and regulatory mailings
Full, secure online suite for shareholders, broker-dealers, and intermediaries, including new account setup with e-signature, online transactions, position and activity reporting, electronic statements, confirms and tax forms, and five separate levels of access
A reporting suite allowing for your on-demand report requests
Delivery of data in any format to fund advisors and intermediary technology partners, including sales reporting vendors, CRM systems, RIA back office systems, and performance reporting systems
LexisNexis to monitor customer identification, money laundering, suspicious trading, and OFAC compliance activities