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Sales Customer Service

Flushing, New York, 11358, United States
March 04, 2011

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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


Professional Experience:



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


. 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.


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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