Customer Service Representative
Resume:
MARIA JACKSON
*** ***** *******, ******, ** ***** 504-***-**** ***********@*****.***
PROFESSIONAL SUMMARY
A 10+ year financial professional with a successful career managing risk, performing due diligence, leading projects and handling time-sensitive, complex transactions.
CORE COMPETENCIES
Financial Transactions & Reconciliation
Banking Regulations
Bank Secrecy and Privacy Laws
Risk Management
Document Technology Operations
Document Quality Control
Data Integrity
Client and Customer Relations
Account Management
Workflow Optimization
Deadline Management
EXPERIENCE
10/2016 - Present
Operations Banking Specialist, Resource Bank
Serve as a primary customer service representative for all telephone inquiries such as balance inquiries.
Conduct debit card verification and fraud verification via phone.
Provide customer assistance for online banking services.
Serve as a lockbox specialist for client organizations’ AR accounts, managing electronic check processing.
Conduct quality control of documents scanned to document repository; ensuring proper document types are indexed against the correct accounts.
Track missing/incomplete account documentation, and ensure follow-up efforts are made to obtain missing or incomplete documentation.
Complete risk assessment of accounts and refer high risk accounts for further review by Management or Compliance department
Review and monitor daily reports for outstanding documentation deficiencies, account activity, restrictions and adherence with proper procedures.
08/2003-08/2016
Senior Remittance Processor, JPMorgan Chase
Daily processing of payments for large and middle market clients.
Manage account portfolio ensuring each has a deposit.
Coaching new and existing associates to meet quality and productivity goals.
Provide immediate feedback and best practices to new and existing associates.
Research errors and inquiries; provide root cause analysis to management and client service reps.
Daily coordination of workfolk assignments to ensure efficient and productive completion of work.
Responsible for training staff on departmental/policy changes regarding client accounts.
Reduce the number of errors by providing quality control for the staff.
Trained to manage sensitive account information.
Yearly certification in Bank Secrecy and Bank Privacy Trained and Certified on HIPPA laws and authorized to handle sensitive medical information.
Performs monthly, weekly, and daily data entry.
EDUCATION
1996
Diploma, Kenner, La, Alfred Bonnabel High School
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