An enthusiastic experienced, productive and focused individual looking for an opportunity to continue providing solutions thru sales and operational excellence, by exceeding every client’s expectations.
Financial Center Operations Manager
Bank Of America
8/2017 - Present
* Responsible for the monthly performance of the Operational Management Process. This process is a full inspection of all operations conducted at the Financial Center. It ensures associates are following bank policies, regulations and procedures along with governmental laws in order to be in compliance. Any defects are reported as findings and action plans must be created with immediate positive results.
*Observe and coach the team and monitor their individual performance to collectively meet goals, by creating action plans as applicable.
*Daily build relationships with teammates and specialists to assist clients with their financial needs and/or problem resolution.
*Gain deep knowledge of clients financial life priorities by meeting with them when they are seating with a relationship manager, in order to ensure associate is making the proper recommendation.
*Weekly review CSR’s, RB, RM’S and Financial Center performance in order to create action plan.
*Inform and show clients how to conduct simple transactions by using convenient banking options such as online banking, mobile banking and ATM’s, that will help them save time.
*Ensure day to day activities comply with standards by observing and coaching daily all teammates in customer service, operational procedures, transaction accuracy and client engagement.
*Have full knowledge of solutions that the specialists have to offer client to help them reach their financial goals.
*Review teller transactions and account opening prior to conducting overrides.
*Run daily reports such as new account review, authentication, credit card, wires, foreign, and other operational reports.
*Order ICOM and make sure the necessary cash is available for daily workflow.
*Daily performance of knowledge checks with each associate by asking them specific questions about bank regulations, policies, and procedures to ensure we are in compliance. Prepare associates for quarterly audits.
*Conduct daily inspections of each deposit received and approve if needed to ensure proper endorsement. Prepare deposits for processing with proper coding for scanning.
*Review trust and power of attorney documents to ensure they meet bank guidelines and in some cases call the legal area to get approval before processing. Review trust at the profile and account level to ensure ownership is set up correctly. Review amendments done to trust profiles and account profile during account servicing.
*Perform home equity line of credit closings.
*Perform complex research in the CSR line and the platform.
*Daily inspect and approve wires to prevent any looses.
*Responsible for all marketing material being ordered on time for the proper campaign, and for removing all marketing material once campaign is over.
*Create monthly schedules accommodating Financial Center needs. Conduct reviews, interviews, and train new associates.
*Once a year provide financial education to boys and girls of Ocala.
Bank Of America
The Villages, FL
02/2012 - 08/2017
*Manage a book of clients of at least top two hundred and fifty clients.
*Execute sales, service plays following procedures, and creating an excellent client experience.
*Follow up with clients via email, making future appointments and outbound phone calls. Utilize outlook reminders to call clients once a quarter, and be informed of changes in their lives.
*Gain deep knowledge of clients financial goals.
*Utilize partners such as small business banker, merchant service, mortgage and financial solutions advisors.
*Organize offsite events in any of the squares in the villages to drive business.
*Visit construction sites to speak to workers and offer my services by providing my business card.
*Gain daily knowledge of our partners services and products available, to be able to make appropriate recommendation for clients.
*Work hand in hand with Financial Center Manager as necessary to create action plans to meet goals.
*Show clients how to conduct simple transaction by using self service options such as ATM’s, online banking and mobile banking.
Sales & Service Specialist
Bank Of America
Lady Lake, FL
06/2010 - 02/2012
*Genuinely greet clients and discover need and warmly route to proper specialist.
*Attentively listen to clients request in order to escalate any concerns to FCM if necessary to our research team via the commit tool.
*Establish a trustworthy relationship in order to discover future needs and wisely recommend.
*Always show clients the value in having a banking relationship with BOA.
*Assist clients in opening accounts, informing of ways to avoid fees and manage their accounts.
*Assist clients with credit card applications, and loan requests.
*Service the ATM on a weekly basis, pull deposits, increase cash and accurately balance it.
Bank Of America
02/2008 - 06/2010
*Responsible for assigned cashbox and for continuing impeccable balancing record.
*Attend clients and accurately process their transactions in a timely manner.
*Make sure all consignments have been properly transfer and tacked. Check branch INQB on daily basis to assure consistency with actual location of items.
*Process ICOM order when necessary.
*Randomly look over buy/sell tickets to assure transaction has been properly executed and signed. Check logs to make sure task is being performed and properly signed.
*Ensure associates understand the assigned task and know how to go to PRO to find explanation.
*Check news daily to make sure we all have been informed of any updates or changes.
Data Entry Processor
04/2006 - 05/2007
*Receive request for policies, determine if horse would qualify to be insured or not.
*Create file and enter information in database. Wait until policy gets audited in order to change the status to active.
*Contact customer sales representative to inform if policy could not be opened.
*Make sure all policies get entered and processed with a 24 hour period.
*Suggest extra coverage for special horses.
*Enter medical claims into database, forward them to proper area to investigate them.
ADP-Global Proxy Services
Edgewood, NY 10/1997 - 02/2002
*Daily receive, sort out and distribute VIF’s(voting instruction form) to be processed.
*Train temporary associates in procedures how to process VIF’s per market specific. If done incorrectly country can declined it, causing client to loose millions of dollars.
*Contact broker to request for proper documentation such as POA’s from client to broker, broker to ADP, and approved POA format from ADP to sub-custodian.
*Call oversea banks to inform sub-custodian of any last minute changes on VIF’s. Process time critical votes and follow thru until representative confirms meeting and processing of vote. Request for a fax or email confirmation.
*Verified every VIF and the documentation was processed as per market specific. Make sure confirmation is received that the representative assigned attended meeting.
Long Island City H.S. - New York
Bilingual - Spanish/English
Proficient with Microsoft Word, Powerpoint, Outlook, Excel, MAC OS Software.
Available upon request.