, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
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.
- 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
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- 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
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10/2021 to Current Fraud Analyst Charter 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,
- Displayed strong telephone etiquette, effectively handling difficult calls.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- 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 Specialist Chase 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 Manager Chase 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.
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:
- 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
- Junior Achievement Volunteer
- Business Execution
- Presentations
- Quality Control / Audits
- Mentor
- Multiple relationships with internal partner
- Loss Prevention
- Branch Operations
- Safe Box audit and execution
- Project Management
- Assistant Branch Manager
- ACH Wire Project
- Rule 42 project
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