Customer Service Manager

MARIA P. JORDAN

* **** **** **** • W ESTPORT, CT 06880

PHONE 203-***-**** • MOBIL 978-***-****

************@*****.***

SUMMARY

Offering 20+ years of Financial Services experience including expertise in cus tomer service,

global trading/banking, account management, finance and testing. Served as the primary contact

for some of the largest international clients in the Global Banking industry. Technology

experience includes being a lead tester using MS Access, Mercury Test Director and FoxPro.

WORK EXPERIENCE

August 2012 – Present

Wells Fargo

International Trade Specialist and Banking Officer

Brought on board to open and build New York In Market office for Trade Services in the

Northeast

Assist the other 6 In Market offices located across the country with their daily workloads

so that all SLAs are met

Help build and maintain client base for New York Office

Manage special projects and reports

Accurately examining documents and making payments against docum ents.

Handle sensitive client relations

Knowledge and familiarity of UCP 600

Ensure proper application and interpretation of UCP publication as well as ISP 98.

Resolve operation problems and assisted customers, internal and external, regarding

letter of credit issues

Minimize operational risk by insuring that letters of credit were in compliance with internal

and government regulation

Required ability to multi-task, strong oral and written comprehension skills, strong

analytical skills

Advanced PC experience, including Excel and Word

Recipient of Recognition Award for assisting other In Market Teams

April 2007 – August 2012

RBS Citizens Bank

International Trade Specialist and Banking Officer

Function as a primary contact with customers and bank officers regarding letter of credit

issues

Manage special projects and reports

Accurately issue letters of credit

Accurately examining documents and making payments against documents

Handle sensitive client relations

Knowledge and familiarity of UCP 500 and 600

Ensure proper application and interpretation of UCP publication as well as ISP

Assist customer and bank personnel on matters concerning letter of credit

Resolve operation problems and assisted customers, internal and external, regarding

letter of credit issues

Minimize operational risk by insuring that letters of credit were in compliance with internal

and government regulations

Required ability to multi-task, strong oral and written comprehension skills, strong

analytical skills

Point person for Business Continuity/Disaster Recovery testing

Assist with managerial duties with manager and team lead and assume some of

managers duties in their absence

Advanced PC experience, including Excel and Word

Ensure compliance with government regulations

Recipient of several Recognition Awards for special projects and Risk Compliance

August 2006 – April 2007

Toll Brothers, Inc.

Letter of Credit Specialist

Contact between bank and company for issuance of standby letters of credit

Responsible for issuance and renewal of insurance bonds on current projects

Resolve issues in a timely manner and recognizing those issues that need to be

escalated and handled immediately

Assist Land Development Mangers in the process of ensuring requirements needed in

the standbys are accomplished in a timely manner for specific land deals they were

working on

Required ability to multi-task, strong oral and written comprehension skills, strong

analytical skills

November 2004 – August 2006

TradePoint Systems, Nashua, NH

Customer Support Analyst

Primary contact between client and company

Identify and interpret the needs of the client for concerns that are received via phone

and/or email

Resolve issues in a timely manner and recognizing those issues that need to be

escalated and handled immediately

Identify problems in the application and/or enhancements that need to be referred to

Programming Department

Skilled on operating systems AS400 and VMS

Required ability to multi-task, strong oral and written comprehension skills, strong

analytical skills

Familiarity with harmonized tariff filings

February 1997 – March 2002

State Street Corporation, Boston, MA

User Acceptance Test Engineer/Coordinator (July 1998 - March 2002)

Lead tester for Wintrade, a Global Trade Banking back office system using MS Access

and FoxPro databases

Developed test plans and scripts using functional specifications

Tracked defects using Mercury Test Director

Interfaced with Business analysts for product specifications and design issues

Key contributor for Y2K testing of Global Trade Banking prod ucts as well as Cash

Management

Global Trade Banking Supervisor (February 1998 - June 1998)

Responsible for:

Checking and releasing work of 6 employees regarding letters of credit

Processing letters of credit and payments for International and Domestic client base

Client contact for large corporate customers

Training of new staff

Accurately issuing letters of credit

Accurately examining docum ents and making payments against documents

Handled sensitive client relations

Knowledge and familiarity of UCP 500

Global Trade Banking Representative (February 1997 - January 1998)

Responsible for accurately issuing letters of credit

Accurately examining documents and making payments against documents

Handled sensitive client relations

Knowledge and familiarity of UCP 500

First Union Corporation, Charlotte, NC

January 1996 - August 1996

International Trade Services Supervisor

Transferred to Charlotte, NC as part of a select group in a Bank merger

Assisted in transfer of all Philadelphia based ops/accts to Charlotte

Responsible for issue/exam of all types of letters of credit that were sensitive and

complex in nature as well as with high dollar values to ensure accuracy

Managed a staff of 4

Resolved operational problems

Assisted customer and bank personnel on matters concerning letter of credit

Ensured proper application and interpretation of UCP publication as well as ISP

First Fidelity Corporation, Philadelphia, PA

June 1994 - January 1996

International Trade Banking Representative

Examined documents presented under letters of credit that were sensitive and complex in

nature as well as those with high dollar values to ensure accuracy before payment was

made

Responsible for issuance/advising of complex export, impor t and standby letters of credit

Ensured proper application and interpretation of UCP publication as well as ISP

Resolved operation problems and assisted customers, internal and external, regarding

letter of credit issues

Mellon Corporation, Pittsburgh, PA

May 1991 - April 1993

International Trade Services Supervisor

Reassigned to Pittsburgh office as Trade Representative for largest import customer

with authority to create and release all issuances, amendments and payments.

Resolved all issues/concerns that arose

Assistant Manager of letter of credit department, which had a staff of 12

Reviewed and authorized all types of transactions by other trade banking admin istrators.

Release authority of $5 million

Minimized operational risk by insuring that letters of credit were in compliance with

regulations

Mellon Corporation, Philadelphia, PA

May 1986 - May 1991

International Trade Services Supervisor (October 1988 - May 1991)

Supervised a staff of 6

Performed reviews and mediated any disciplinary matters

Supervised suspense and out of balance reports

Special assignments to Pittsburgh office for training of personne l in use of new computer

system

Created policies and procedures manual as a guide to issuing letters of credit

Consulted closely with senior management on policy matters

Trained new employees

International Trade Services Representative (June 1987 - October 1988)

Processed trade banking letters of credit, including application review, for accuracy

Functioned as the primary contact with customers and bank officers re garding letter of

credit issues

Resolved any problems that occurred

Managed special projects

Trained of new employees

Supervised suspense and out of balance reports

Customer Service Representative (May 1986 - June 1987)

Sold retail banking services - certificates of deposit, new accounts, etc.

Responsible for resolving any customer problems in a timely and accurate manner

Trained new employees

EDUCATION

State Street Institute, Quincy, MA

Professional Courses in Software Testing and Client/Server Fundamentals

American Institute of Banking, Philadelphia, PA

Professional Courses in International Banking and Law and Banking

Cabrini College, Radnor, PA

Bachelor of Arts, May 1985

Business Administration and Languages

Independent study program in Italy and France

Tutor in Italian

Dean's List

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