Customer Service Manager

Garrett Ludwig

Email: **********@*****.*** ** Linden Ave

Phone: 201-***-**** Park Ridge NJ 07656

Objective:

Seeking a position that allows me to apply my years of progressive banking experience to help the company achieve its goals.

Work Experience:

First Commerce Bank (January 2017 to Present) – Assistant Branch Manager

Conduct interviews for avaible customer service and teller positions, as well as train newly hired employees.

Perform monthly branch audits on all teller transactions, platform account activity, ATM settlements, Safe Deposit Boxes, and building security.

Ensure all branch employees comply with BSA and AML procedures.

Create and execute monthly branch staff meetings to discuss monthly sales goals, procedures, operational changes, fraud of the month etc.

Initiate and close consumer loans, open customer accounts, handle clients’ fraud disputes, monitored and addressed daily account overdrafts, exceptions, stop payments, and nonposts.

Organize and participate in quarterly community events to promote the bank.

Handle daily scheduling for tellers, CSRs and manager.

In charge of 90 day new employee reviews as well as annual reviews.

First Commerce Bank (Dec 2015 to January 2017) – Customer Service Representative

Open business and personal accounts for individuals, LLCs, Corporations, and trusts while cross selling other products.

Greet customers at the door to provide a pleasant banking experience and help guide them through their desired transactions.

Open and close the branch following proper safety procedures making sure premise is secure and the branch balances at end of day.

Keep an accurate log of every customer I interact with along with a Call Log for the purpose of placing follow-up calls to gauge customer satisfaction and determine other banking needs such as lending or additional products.

Take part in biweekly operation calls with compliance and assistant branch managers to address retail issues and provide solutions such as proper CTR filing and standardizing all banking practices for all the branches.

Provide double counts, overrides, and supervision for the tellers.

Perform surprise cash audits on the tellers, ATM, and Vault.

Assist branch manager with writing and presenting monthly branch meetings for employees.

Address issues with employees to find a proper solution or bring to attention of branch manager

First Commerce Bank (Sept 2014 to Dec 2015) – Head Teller

Supervised daily teller transactions and reviewed each tellers work each day for errors. Coached and tested tellers to minimize mistakes.

Managed branch vault as sole custodian and sold/bought from the FED as needed

Performed teller and branch audits to make sure branch logs were filled out accordingly and branch activities followed bank policy.

Helped set-up new branch location by making sure it had all the proper forms, logs, programs, etc. so that it would be fully operational for Grand Opening.

Managed tellers’ breaks and lunch schedules daily.

1st Constitution Bank (May 2009 to Sept 2014) - Teller

Processed customer transactions: deposits, withdrawals, transfers, monetary items

Assisted CSR and SBA officers with clients

Prepared and received FED cash shipments

Qualifications:

Proficient with: Microsoft Office, Outlook Star PC, TellerInsight, Metavante, FIS Image Centre

Knowledgeable in Bank Secrecy Act, Anti Money Laundering, and OFAC reporting, SARs, CIP, and KYC

Experience in Business Development and Relationship Building

Education:

Bachelor of Arts and Science in History and Minor in Economics (Sept 2009 to Jan 2014) Rutgers State University of New Jersey, New Brunswick

Contact this candidate