Self-motivated banking professional offering strong communication and critical thinking skills. Highly developed inter-personal skills, effective time management and an analytical mindset provide a well-rounded skill set.
In my current role, I handle many of the Client Manager duties including performing EDD's, completing on-boarding project plans for new clients and performing training for new and existing clients. During a time that I was not partnered with a Client Manager, I solely supported the largest portfolio on the team while on-boarding a new client. I received positive feedback from many clients as well as my manager.
I've played integral roles during system conversions and acquisitions during my experience prior to joining Texas Capital Bank. I've been involved in system testing, staff training and related special projects.
I've been designated as "Subject Matter Expert" by two of my prior employers due to my proactive nature and propensity to learn and teach.
* Partner with Client Manager to manage portfolio of clients. I provide exceptional service by proactively addressing their needs through listening to their concerns and questions, providing ongoing training and implementing products and services that simplify processes. * During a three month absence of a Client Manager, I singularly supported over 70 clients while onboarding additional clients. I received affirmative feedback from my manager based on numerous positive client emails and comments. * Coordinate onboarding process with new clients by organizing project plan for all accounts, services, paperwork, signature cards and outstanding items to ensure a smooth transition for the clients as well as HOA residents * Develop positive inter-departmental relationships with Treasury Implementations, Treasury Support, Application Development, Deposit Operations, Client Operations, Business Integration and other departments by maintaining positive, respectful approach when needing assistance or exceptions * Perform account maintenance, research and complete new account requests. This includes working with the branch to ensure that new accounts/updates have the proper supporting documentation filed. * Participate in projects such as our Q2 online banking platform initiative. I focus on our clients' and team perspective so that the needs of ACB are considered during the new process updates. * Provide continual feedback and ideas to my direct manager and department head regarding possible process improvements, many of which have been implemented successfully
*Perform audits including: temporary limit increase audits, inactive user reviews, limit reduction reviews and full emulation audits * Participate in risk assessment meetings which involve evaluation and discussion of risk and controls within Treasury Support * Analyze FraudMap alerts for unusual activity, promptly conduct research and determine pertinent course of action * During occurrences of fraud, react expeditiously to mitigate potential losses. Following the incident, I work with client, the sales team and Corporate Security to ensure access reinstatement process goes smoothly while adhering to TCB's security process. * Processing of Check Fraud Report which includes analyzing duplicate and out of sequence checks to detect potentially fraudulent items * Processing of ACH Suspicious Activity Report to determine if newly added receivers require additional research * Monitor wire transfer queue to ensure that fraudulent wires are detected * Review and update risk procedures as needed
* Maintained positive, supportive, service-driven atmosphere within my branch * Ensured adherence to branch operations standards by holding myself and my staff accountable to set expectations * Utilized critical thinking skills to determine when exceptions to policy where appropriate involving loan packets, check holds, overdrawn accounts and other situations outside of normal procedure * Successfully maintained branch profitability by managing expenses and increasing sales growth by 17% over the course of one year * Received "Excellent" audit score in 2009 after branch had failed prior to my transfer * Supported staff of two acquired credit unions in 2009 by providing onsite assistance during system conversion and ongoing phone support afterwards * Selected as "Subject Matter Expert" for core system conversion due to my attention to detail, operational knowledge and organization skills * Monitored, verified and submitted compliance reports for entire credit union in the absence of compliance manager. This included Currency Transaction Reports, Suspicious Activity Reports and updating board reports. * Created and implemented development plans for each staff member and myself in order to grow within our positions and prepare us for future opportunities * Performed quality control audits of new account paperwork, loan packets and logs. This included verification that Customer Identification Program required, valid documentation had been obtained and that loan stipulations were adhered to. * Worked closely with Branch Manager to ensure that brand and vision are understood and adhered to by entire branch staff * Reviewed member credit reports and membership accounts in order to coach staff on missed opportunities * Responsible for overall branch operations including cash and negotiable item audits, staff scheduling, training and reporting * Efficiently maintained budget, employee schedule and branch production tracking * Conducted regular one-on-one meetings with each branch employee to discuss performance
Audits, Operations, Documentation, Exceptions, New Account, Sales, Training, Audit, Increasing Sales, Organization Skills, Quality Control, Subject Matter Expert, Process Improvements, Project Plan, Risk Assessment, Scheduling
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