Manager Customer Service

Jane Schwartz

* ******* ****** • Randolph New Jersey 07869

973-***-**** • abqbek@r.postjobfree.com

SUMMARY

Banking professional with extensive experience in providing operational, service and administrative leadership for Financial Center team to achieve outstanding audit, sales and customer satisfaction goals. Excellent problem solving skills and strong interpersonal and communications skills with ability to gain confidence and respect of diverse staff.

CAREER HISTORY

CITIBANK N.A. 2009-2012

Assistant Manager, Florham Park, N.J.

Partnered with Branch Manager to achieve sales and service goals, oversee branch operations and deliver excellent customer service

Conducted daily proof and compliance processes to ensure adherence to requirements resulting in satisfactory audits and minimal losses.

Partnered with Area Operations Director in the execution of operational excellence and achievement of monthly branch scorecard goals.

Supervised and monitored all aspects of teller operations and cash handling including staff scheduling. Provided lobby and line management as well as covering in the teller area as needed. Resolved client issues promptly and efficiently to increase customer satisfaction scores.

Coached tellers to identify referral opportunities, make referrals to sellers and perform related sales activities.

PNC BANK, 2008-2009

Assistant Manager, Morristown, N.J.

Supervise branch customer service and teller operations, enforce policies and procedures, coach staff to identify and refer sale opportunities, achieve successful audits, maintain satisfactory customer service survey scores, assist and support Branch Manager.

Achieved satisfactory branch audit-May 2009.

Improved retention of households and accounts.

Handled new account opening and on-boarding of new clients.

Successfully completed requirements of Branch Manager On-Boarding Training Program-April 2009. Successfully provided qualified referrals to PNC Investments.

CITIBANK N.A., Mt. Arlington, N.J. 2006-2008

Financial Center Operations Manager

Oversee all audit and compliance activities in Financial Center, monitor operational controls to ensure

adherence. Support Financial Center Manager in achieving sales and customer satisfaction goals. Resolve escalated customer issues, improve customer satisfaction, manage teller staff and all related functions, and provide ongoing coaching to tellers to identify referral opportunities, oversee completion of all required training.

Selected for Financial Center Operations Intern program and completed required training in two months in order to open new Financial Center on time.

Set up, staffed and opened DeNovo Financial Center with Financial Center manager and achieved satisfactory audit rating at end of initial rating period.

Achieved zero controllable losses for the year through operational leadership.

Attained average scores of 98% for Mystery Shops in 2007.

JP MORGAN CHASE BANK 1979-2006

Assistant Branch Manager, AVP Mt. Freedom Office 2004 – 2006

Responsible for all branch and teller operations, compliance and successful audits. Supervised and coached teller staff to identify sales opportunities. Assisted and supported manager, handle duties as Acting Manager as needed.

Successfully maintained operational integrity achieved satisfactory audits and minimized controllable losses.

Consistently maintained a high level of customer satisfaction due to excellent problem solving skills, product knowledge and sales ability. Supervised and coached tellers to consistently achieve sales and service goals.

Successfully managed transition to new teller transaction processing system in May 2006 at Mt. Freedom Office.

Consumer Banking Officer, Mt. Freedom, NJ 2000 – 2004

Responsible for sales and service of all consumer and business bank products, on-boarding and profiling of new customers, referrals to Chase Investment Services, sales of fixed annuities. Assisted manager with overdrafts and compliance.

Submitted personal and home equity product applications, monitored progress and handled closings.

Successfully cross-sold fixed annuities and referred clients to Chase Investment Services.

Assisted manager with overdrafts, audit and compliance.

EDUCATION

PNC Bank Branch Manager On-Boarding training program

Citibank Operational and Management training

JPM Chase training in various Banking Systems, Sales, Service and Operations

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