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 Union – Rockmart, 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.
Assistant Branch Manager, 06/2007 to 05/2014 JP Morgan Chase – City, 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 Chase – City, 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 Hallmark Institute Of Technology - San Antonio, TX GPA:
Bachelors of Arts: Business Information Systems, Expected in 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.
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