Biography | IRENE PAPPAS

Biography | Irene Pappas
Irene Pappas, as President of Dreyfus Retail Services, manages the Dreyfus Retail Call Center
and the Dreyfus Advisor Branches in New York and Florida.
The Call Center handles all of the Retail customer service inquiries. The Retail Service
representatives are licensed with FINRA Series 6 and 63, and are responsible for responding
to shareholder inquiries via an 800 number. Representatives are required to provide fund
and account information, communicate procedural instructions to clients, handle account
maintenance requests and process financial transactions.
In addition to the Call Center Operation, Irene is responsible for managing infrastructure teams
that are critical to the Retail Operation, which include Training, Recruiting, Quality Assurance,
Correspondence/Email, Financial Control, Shareholder Research, Workforce Management and
Operational Support.
Under the leadership of Irene, the Dreyfus Retail Service Center has been recognized for service
excellence in the mutual fund industry, by independent mutual fund evaluation services, such as
Dalbar and Portal Benchmark by Purdue University. More recently, the Dreyfus Retail Call Center
has received the National Quality Review (NQR) prestigious Best-In-Class Award for Call Center
Excellence for 2010, 2011, 2012 and 2013 and for Q1, Q3 and Q4 in 2013. During the second quarter
of 2012, the Retail Correspondence Department for the first time was awarded the Best-In-Class
Award. NQR evaluates 27 of the top financial institutions for Call Center quality.
Irene’s responsibilities also include the executive position of President of Dreyfus Transfer Inc.,
which is Transfer Agent for the Dreyfus Funds. The Dreyfus Transfer Agency Administration
Department is responsible for the oversight of the Sub-Transfer Agent. They implement and
oversee fund actions as directed by corporate management, obtain, review and verify Transfer
Agency reports to ensure services are provided as contracted, oversee the mailing of Financial
Reports and special mailings to shareholders, and manage the Proxy process.
Irene is also the Executive Sponsor for both the Dreyfus Mentoring and Employee Development
Programs. Her involvement with both of these initiatives enables her to encourage the
development of all Dreyfus employees.
Irene began her career with Dreyfus in 1980, while attending graduate school at New York
University, where she received a Master’s Degree in Public Administration. Her first position
was working as an Account Executive, in which she was responsible for servicing clients calling
for assistance on their Dreyfus accounts. Within her first year, Irene was asked to assume
responsibility for managing Dreyfus’ first Financial Center, located at 600 Madison Avenue in
New York, where shareholders could have face-to-face interaction with Dreyfus representatives.
In 1982, Irene was promoted to Senior Vice President and was named Executive Vice President
in October 2000. In January 2003, she received the title of President of Retail Shareholder
Services. December 2012, Irene was asked to assume the role of President of Dreyfus Transfer,
Inc. Irene currently holds FINRA Series 6, 7, 26 and 63 licenses.
© 2014 MBSC Securities Corporation, Distributor
RET-IPBIO-0114

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