Kyc Team Manager Consumer Banking resume example

Manageed teams of typically 10-20 employees and provided day-to-day coordination of a medium segment of the bank's internal operations activities for EBT Benefit accounts for State and Federal benefits to clients. Responsibilities varied within the following coordinating and directing the daily operations of aligned teams and front line supervisors. Provided daily coaching and feedback, recognizes and rewarded accomplishments and contributions, introduced new processes and procedures, and tracked performance to achieve outlined monthly buisness goals. Processed exception items, resolved complex issues, reviewed and recommended system modifications, conducted quality reviews, and monitored daily business. Directly partnered with all lines of business domestic and offshore to ensure accountabililty for deliverables were met on a daily/monthly basis. Tracked and developed talent within the line of business to prepare and produce future leaders. Recommend human resources' actions such as hiring, corrective action, terminations, salary actions, and promotions. Partnered closely with leadership on special projects within aligned function and the site. Lead successful start up and take down of the line of business ensuring employee new job placement, and decomission of appropriate business relationships with state and federal service agreements and contracts.

Managed and Lead Collection, Litigation and Recovery efforts on all deliquent stages of client accounts. Managed a unit of approximately 18-20 collection agents in resolving customer debt situations and customer support program eligibility offers over the phone. Managed aligned collection unit to ensure their objectives and standards are met with the outlined compliance guidelines. Compiled and analyzed statistical data relative to aligned unit productivity, monitored live and recorded calls and provided on-going coaching advice and answers to questions concerning collections activities, reviewed the statuses of delinquent accounts and handled the appropraite volume and service levels for collection efforts. Proactively advised all staff of any current changes in policy or procedures, allocated resources, planed work schedules, and assigned work based on business needs.  Consistently coached, developed and mentored staff, trained new staff members, conducted performance reviews and made recommendations regarding corrective actions and or dismissals as needed. 

• Increased monthly staff retention rate by 40% after implementing new training programs.
• Increased overall collection revenue 65% by incorporating several quality process improvements within the unit.
• Received world class customer service satisfaction scores of 95% or greater for 8 consecutive quarters.
• Developed and maintained relationships with local Vendor liasons to support third party collection efforts effectivley.

Supported as front line customer support by putting the customer first and doing what’s right and creating solutions that make their lives better. Began building my career on a strong foundation of business acumen and helped shape what’s next for my career and the business.  Supported a leading provider of diverse financial services worldwide, and actively seeked support from team members to create lifelong engaged relationships with internal and external customers by delivering superior service and quality with every customer interaction. Successful maintained a flexible and problem-solvers approach and enjoyed helping customers resolve their questions and concerns.  Supported peer coaching and customer service efforts to our retail and credit card customers with a broad array of products and services. Supported Customer Service with knowledge of the following skills: Customer focus taking ownership of each customer while empathizing and prioritizing customer needs and resolving conflicts and managing customer expectations to determine customer needs and provide appropriate solutions through relationship building and effective communication skills and effective verbal and written communication with both external and internal customers. Documented customer account activities thoroughly and concisely, engaged in interactive dialogue with customers through active listening, problem solving skills and always approached problems logically and with good judgment to ensure the appropriate customer outcome, made appropriate decisions on behalf of the customer quickly and effectively, effectively prioritized work to ensure efficiencies were sustained, conducted research as needed utilized analytical skills and critical thinking to exercise independent judgment with accuracy and attention to detail  to abide by all applicable regulatory and department practices and procedures. Utilized computer skill familiarity with multiple browsers, multiple tabs, window navigation and instant messenger tools with proficiency in Windows Operating Systems and Microsoft Office tools.