Objective: Dedicated Assistant Branch Manager with 19 plus years of experience combining management and customer service expertise in operations. Strong leadership and relationship building skills. Complete projects by deadline and present to the team.
Skills
Relationship building
Planning
Team building
People skills
Multitasking
Time management
Organization
Troubleshooting
Communication
Customer Service and Support
Supervision
Operating procedures
Reporting and Auditing
Delivering positive /negative resolutions
Quality control
Project management abilities
Risk level determination
Account information review
Telephone and email etiquette
Fraud and anomaly analysis
Fraud patterns
Verbal and written communication
Planning & organizing
Problem resolution
Flexible schedule
Supervision & leadership
Interviewing
Mentoring and training
Professional Experience
10/2021 to Current
Fraud AnalystCharter Spectrum – Zeeland, MI,
Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
Participated in group discussions with team members to develop new ways to combat fraud.
Tracked chargeback activity to identify best practices for determining fraud
Made recommendations for closing accounts and performed associated follow-up
Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio's
Determined existing fraud trends by analyzing accounts and transaction patterns
Used multiple data sources to derive end-to-end fraud performance metrics
Connected patterns for underlying account associations to discover undetected fraud
Work directly with Relationship Manager to mitigate risk exposure
Review and decision risk and fraud related to Merchant Services accounts
Make decisions to action accounts, send letters, implement reserves, and terminate accounts
03/2017 to 10/2021
Branch Complaint and Escalations Heritage Federal Credit Union – Newburgh, IN,
Handled client inquiries with exceptional professionalism and enthusiasm.
Informed customers about product lines and services offered by company.
Provided customer service and issue resolution to increase QA satisfaction levels.
Resolved product or service problems by clarifying customer complaints and determining optimal solutions.
Working with cross partners
Coaching and remediation to a minimum and monitor daily performance against establish metric
Mentor peers
Work on projects meet deadline deliver presentation/ best practices
Work directly with the customers and branch banker, branch managers, and marketc directors
Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
Participated in group discussions with team members to develop new ways to combat fraud.
Tracked chargeback activity to identify best practices for determining fraud.
Made recommendations for closing accounts and performed associated follow-up.
Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
Determined existing fraud trends by analyzing accounts and transaction patterns.
Used multiple data sources to derive end-to-end fraud performance metrics.
09/2016 to 03/2017
National Service Team | Senior SpecialistChase Bank, Business Banking – City, STATE,
Assist internal and external customers with complex banking and treasury requests and escalation.
Some of the escalated cases include fraud resolution, treasury solutions, complex account maintenance, internal relationship maintenance, billing inquiries, and other requests.
Work directly with the client and relationship manager and follow through with resolution by email or phone interaction.
Knowledges of extensive business banking and treasury service with product understanding of operational flow and systems.
Follow policy and procedures to assist the client and manage escalates issues.
Complete escalated issues with resolution to meet or exceed production goals according to the metrics scorecard.
Consistently perform follow up to ensure customer satisfaction.
Meeting and exceeding SLA by handling additional cases when the volume fluctuates.
Research and resolve complex client’s issues by working with partnership with partner groups.
03/2003 to 09/2016
Assistant Branch ManagerChase Bank, Apache Trail – City, STATE,
Monitored daily operations and supported Branch Manager in necessary duties.
Provided bank leadership in absence of branch manager.
Supervised ranch personnel and operations in absence of branch manager, keeping operations and workflows running smoothly.
Trained and mentored highly effective teams to meet corporate service standards.
Developed strategy to achieve target sales goals.
Built client rapport through frequent individualized recommendations for financial products and services.
Demonstrated expertise and reasoned guidance regarding loan products, lines of credit and account options.
Implemented operational improvements to increase efficiency and reduce labor costs.
Networked within communities to identify and capitalize on business opportunities.
Compiled operational and risk reports detailing financial metrics to help management make proactive decisions.
Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
Increased efficiency and drove branch revenue by optimizing daily operations.
Designed sales and service strategies to improve revenue and retention.
Developed and maintained client rapport to meet financial service needs and drive branch loyalty.
Educated customers on variety of loan products and available credit options to promote valuable decision-making.
Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
Education and Training
Expected in 06/1990
High School Diploma: Santa Clara High School - Santa Clara, CA GPA:
Expected in 01/1994
Associates of Science: Medical Assistant Pima Medical Institute - Mesa, AZ GPA:
Expected in
Associates of Arts: Mesa Community College - Mesa, AZ GPA:
Accomplishments
Created highly effective new Lmos that significantly impacted efficiency and improved operations.
Consistently maintained high customer satisfaction ratings.
Received recognition from varies branch and management for getting quick resolution
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