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Award puts Roseville's Edward Jones branch ahead of the pack

By: Scott Thomas Anderson
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Adam Chervenak and Brenda Cepeda say they have been working hard to make one-on-one customer service a focal point of their branch of Edward Jones financial services in Roseville. That mission was recognized in early June when the two, along with a former colleague, were handed the firm?s prestigious Client Service Excellence award, ranking their efforts in the top 25 percent of all Edward Jones specialists in the nation. The path to the award was slightly different for Chervenak and Cepeda. Chervenak, the branch advisor, started in the industry in 2005 working for American Express. He made the jump to Edward Jones a year later. Cepeda was an Edward Jones client for 20 years before crossing to the other side of the desk to become a financial assistant. Cepeda has been working for the firm for five years and replaced Debbi McClatchy at the Roseville office in 2011. On June 23, Chervenak and Cepeda drove up to Lake Tahoe for the Edward Jones? mid-year regional meeting. Neither had any inclination they would be called up to the stage at the end of the night. The Edward Jones Client Service Excellence award is based on in-depth customer surveys conducted by J.D. Powers & Associates. The purpose is to determine which financial advisers in the U.S. are leaving their clients with the best results, and sound piece of mind. Chervenak and Cepeda share the award with McClatchy, who had been part of the winning team just before her retirement. When Chervenak realized their names were being called, he felt an instant surge of emotion. ?It?s hard to put into words,? he told the Press Tribune. ?It meant so much because it?s what our clients are saying about the experience they have at our office. Making clients feel comfortable is one of the main things we?ve concentrated on. We want to be that strong, local resource that people know they can go to.? From Cepeda?s perspective, real success in financial advisement means understanding that each client is an individual with unique and specific needs. ?I think this award shows that we?ve been reaching out,? she said. ?We?ve been trying to get to know what each person wants, and what makes them feel right about how they?re handling their finances.? Edward Jones clients like Jan Williams says that the award was well deserved because Chervenak and Cepeda go the extra mile. ?I had just gone into retirement and had a lot of tax and roll-over issues to learn about, and I basically felt a little lost,? she remembered about her first experience at the branch. ?Adam is very good about making people who aren?t extremely sophisticated about money feel welcome. He gets to know who you are as a person, your lifestyle, what kind of risk factor you really want. He helps his clients understand the entire picture.? Williams added that the Roseville branch had also put a significant amount of energy into helping her daughter make a relatively small investment. ?I think it says a lot that they treat someone that well, whether they?re high-dollar clients or not.? Scott Thomas Anderson can be reached at scotta@goldcountrymedia.com