Sales Customer Service
Resume:
Summary:
Four years experience within three areas of an international bank.
Developed business relationships, ensured compliance and delivered
superior customer service from the front-line to the back-office.
Demonstrated strength in credit analysis, strategic planning and project
management. In-house credit training. Held Life and Health Insurance,
Series 6 and 63 designations.
Technical Skills: MS Office (Word, Excel, PowerPoint, Outlook, Access
(Basics), Lotus Notes, Internet Explorer and various HSBC proprietary
applications.
Professional Experience:
HSBC BANK USA, N.A., New York, NY
2005-2009
Senior Credit Risk Relationship Specialist (2008 - 2009)
Managed credit risk portfolio of over 200 commercial accounts. Credit
analysis contributed to the management of loan loss provision expense for
bank. Ensured quality and compliance with regulatory requirements and
bank guidelines. Analyzed individual and corporate tax returns,
monitored account activity and traveled to business locations for a "360
degree" assessment of client's financial condition.
. Identified, addressed and resolved high-risk loans.
. Prevented potential defaults by renegotiating with clients on new
credit terms and conditions.
. Retained and expanded client relationships by building rapport,
identifying opportunities, and presenting solutions.
. Strong analytical skills led to opportunity to train at credit office;
assisted in various underwriting duties for credit facilities up to
$3MM - annual reviews, new loan requests, and ensured compliance with
bank credit policies.
Business Banking Specialist (2006-2008)
Managed and expanded portfolio of commercial clients with credit
facilities up to $350M.
Undertook strategic initiatives to acquire new customers and enhance
customer experience.
. Achieved one of three highest scores on region-wide credit skills
assessment test.
. Managed event budget and a 10-person team to promote bank products and
attract new customers, which generated new business leads and
appointments.
. Cross-trained and coached head teller on account opening procedures,
account maintenance, consumer banking products, and sales techniques,
which resulted in the reduction of customer wait time and improved
operational efficiencies; training contributed to the promotion of
head teller to consumer banker.
Retail Management Trainee (2005-2006)
Incorporated front-line and back-office experience with course training.
Led projects, excelled on sales floor, developed management skills, and
coached own sales team.
. Consistently ranked one of the top trainees for increasing teller
referrals. Conducted coaching sessions for team of 20 tellers.
Developed and implemented team incentive program.
. Took charge of research project - created a comprehensive
questionnaire surveying 24 business bankers regarding their daily work
functions - that provided a new perspective on the actual activities
of business bankers.
. Referred one of the largest investment sales at a branch to a licensed
representative through "needs-based approach" sales technique.
Education:
Bachelor of Business Administration, Marketing Management, Baruch
College, New York, NY
Dean's List; Golden Key National Honor Society, Study Abroad: Lorenzo
de'Medici School, Florence, Italy
*************@*****.***
Anne A. Chen
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