Customer Service Representative

DENISE DONALDS

***-** ***** ******, *******, NY 11434 H: 718-***-**** C: 917-***-**** ******@*****.***

Commercial Banker

Quality driven banking professional with over 20 years of success and loyalty improving Commercial Banking Operations. Passionate about creating cultures committed to continuous improvement to ensure regulatory compliance and customer satisfaction. Currently completing a BS in Marketing Management to strengthen the business value offered to a potential employer.

Highlights

PCM Cash Management (PP)

Regulatory Compliance

Client Onboarding

Customer Service

Process Improvement

CIF systems

Remediation

Banking

Commercial Accounts

Cash Management (ACH, Wires, Lockbox)

Accomplishments

Consistently relied upon as a product expert by RMs to proactively identify and secure additional revenue

opportunities from existing customers.

Increased annual revenue by 20% by creating effective strategies to expand existing customer services.

Safeguarded the bank regulatory compliance and risk rating profile by diligently analyzing accounts to eliminate

exposure to violations and inaccuracy.

Professional Experience

Commercial Banker (AVP)

08/2005 to 11/2016

HSBC BANK USA NA

Jersey City, NJ

Worked on the Greenfield Projects within the bank to update systems. CMB remediation for compliance

and regulator operations.

Conducted KYC for Onboarding new accounts.

Worked on AML procedures and policies for Global Standards to improve the banks risk rating with

account that were not in compliance.

Experience in Cash Management Services (ACH, Wire transfers, Lockbox, Positive Pay).

Senior Customer Service Representative

07/2000 to 08/2005

HSBC BANK USA NA

Jersey City, NJ

Updated and maintained the CIF systems to effectively open new accounts and maintenance to close

accounts.

Conduct research and adjustment when needed.

Customer Service Representative

06/1995 to 07/2000

HSBC BANK USA NA

Jersey City, NJ

Provided customer service support for all aspects of Real Estate and Cash Management Department .Supported RMs in identifying and meeting customers need to grow relationship -led revenues across the board.

Skills

Microsoft Word

Microsoft Excel

Microsoft Office(Outlook)

Cif Systems

Strong written and communication skills

Lexis Nexis

Education

Bachelor of Science: Marketing

2018

Cuny York College Queens, NY, USA

Currently enrolled in college working towards a BS in Marketing Management with an expected graduation date of

Spring 2018.

References

Nicola Young, Manager

Dewitt Stern

Office: 212-***-****

Email: ******@***********.***

Yonette George, Manager

Sesame Workshop

Office: 212-***-****

Email: *******.******@**************.***

Contact this candidate