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client service account manager sr associate resume example with 15+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Summary

Banking professional experienced in managing top tier client portfolios with complex needs and high expectations. Exceptional ability to establish rapport with clients, while gaining trust, and learning the client’s business to proactively offer solutions increasing revenue and client satisfaction. Proven record of effective short and long range tactical planning improving operational processes to reduce losses for both the client and the business. Effectively coordinating and overseeing internal and external projects to meet established goals and deadlines. With an advanced ability to communicate effectively between all levels of management internally and externally. Advocating and navigating the firm on the clients behalf taking ownership of the client's experience.

Skills
  • Portfolio Service/Relationship Management
  • Project Management
  • Leadership & Team Building
  • Internal and External Presentation at all organizational levels including executives
  • Product Subject Matter Expert
  • Effective verbal and written communication
  • Detail oriented
  • Root Cause Analysis
  • Customer Experience Expert
  • Internal Audit scheduling, testing, & prep
  • Procedure writing and testing
  • Risk and Control Analysis & Review
  • Treasury Management
  • Experienced in AR/AP payments, Checks, Wires, ACH, FX, Letters of Credit
  • File Transmission Protocols, Encryption, Formats- EDI, BAI, XML, SWIFT
  • Project Management
  • Escalation Management
  • Client Product/Process Training
  • Employee Training & Coaching
  • Account analysis expertise
  • Proficient in Microsoft Office Suite
  • Multi Regional/ Multi Functional team work including executive level
Experience
Client Service Account Manager, Sr Associate, 05/2014 to Current
Coosa Valley Credit UnionRockmart, GA,
  • Accountable for portfolios of Fortune 500 Corporate clients developing a thorough understanding of their industry, strategy, business model and operating environment and engaging daily with high level executives both internal and external,.
  • Currently managing two of the banks top 5 clients, and a total portfolio of 50 million plus in annual revenue.
  • Act as the clients’ liaison and escalation point supporting their Treasury Services business (ACH, LockBox, Fed Wiring, FX, Reporting, Online platform, etc); owning the service relationship and client experience.
  • Coordinate uniform approach with the client, ensuring a consistency in interactions with high level personnel allowing for joint strategic and tactical planning.
  • Drive internal service partnerships with Compliance, Risk, Sales, Product, Operations and Technology to deliver service excellence.
  • Coordinate with project management team on client initiatives and oversee the project to ensure we deliver on client expectations/requirements.
  • Coordinate and at times deliver client training of New and Existing products/services to ensure client understanding and maximize utilization.
  • Assist with urgent technical issues partnering with internal technical teams to resolve in a timely manner and provide root cause analysis.
  • Proactively identify opportunities to work with the client to improve quality and efficiency of initiatives to maximize engagement and benefits, as well as identify opportunities for incremental and new business.
  • Proactively identify potential fraud risks and review with client to remediate.
  • Present to high level executives internal and external analytics and data on client relationship in person, by phone, or video conference.
  • Prioritize client requests appropriately, meeting tight deadlines and fulfilling multiple demands simultaneously.
Assistant Branch Manager, 06/2007 to 05/2014
JP Morgan ChaseCity, STATE,
  • Supervising and coaching employees to accurately handle paying and receiving transactions and to provide great customer service while managing critical operational metrics to minimize risks and losses, maintaining high standards for security and account opening activity, ensuring strict policies and guidelines are followed to comply with federal regulations and Chase procedures.
  • Assume Branch Manager Role in absence of Branch Manager, maintain open line of communications through e-mail or phone with various departments to resolve complex customer issues and following up as expected.
  • Responsible for recruiting, retaining, training, coaching, scheduling and developing top talent.
  • Manage Profit and Loss report and point out weaknesses to improve performance.
  • National achiever based on personal performance, consistently maintained highest customer satisfaction scores in our Market most recently Six quarters straight rated Gold in Overall Customer Satisfaction.
Financial Service Advisor, 12/2005 to 06/2007
JP Morgan ChaseCity, STATE,
  • Inbound Call Center environment helped customers with all questions regarding their credit account, including fraud investigations, disputes, and complex customer issues, while finding ways to attach value added products.
  • Recognized for consistently having top balance transfer’s in my team reaching over 1 million in a month.
  • Recognized and received awards for consistently having high customer satisfaction scores.
Education and Training
Associates of Applied Science: Computer Networking Technology, Expected in 2005 to Hallmark Institute Of Technology - San Antonio, TX
GPA:
Bachelors of Arts: Business Information Systems, Expected in to Ashford University - ,
GPA:
Accomplishments
  • Consistently High client satisfaction scores and feedback
  • Frequent positive feedback from internal partners at executive level
  • 2019 Increased client revenue by winning additional business as a result of consistent service excellence
  • 01/19 - 06/20 Lead an 18 month project to prepare a top 5 client for major divestiture activities. Assisting with establishing of new Treasury, AR, and AP teams, training of bank products and systems, and creating a standard of work process. Acknowledged by client for invaluable contribution to overall success.
  • 01/17 - 12/19 Participated in 24 month project to review and enhance departmental procedures across all products and services. Working with Product, Implementation, Operations, Risk, Internal audit, and Client service teams to update, correct, rewrite, and in some instances create procedures. Reviewing risk assignments with internal audit and risk and control teams to determine correct risk assignment for each procedure/task.
  • 2018 Worked with management team to create a robust training program which did not exist for our role/department. Presented to new hires as a SME. This helped to increase new hire success and readiness.
  • 2017-Present Subject Matter expert - Lockbox, File Transmission, Corporate Online Banking/Reporting Platform

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Resume Overview

School Attended

  • Hallmark Institute Of Technology
  • Ashford University

Job Titles Held:

  • Client Service Account Manager, Sr Associate
  • Assistant Branch Manager
  • Financial Service Advisor

Degrees

  • Associates of Applied Science
  • Bachelors of Arts

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