Customer Service Manager
Resume:
Carl D. Morris
**** ** ***** ***** **** PHONE:
Palm City, FL 34990 E-MAIL:
acd125@r.postjobfree.com
Career Objective:
Banking professional with extensive knowledge and management
experience in Branch Banking, Operations, Customer Service and
Treasury & Cash Management, seeking a challenging position where my
broad knowledge, management experience, and diverse background can
be utilized to assist in advancing that company to new heights.
Professional Experience:
1st United Bank
Manager/ AVP of Cash Management & Electronic Banking - West Palm Beach,
FL 06/2010 - 04/2014
. Manage 10 employees including 1 supervisor and 1 team lead overseeing
all day to day processing for Cash Management, Wire Transfer, &
Electronic Banking and Customer Call Center departments whose
responsibilities include all related transaction processing, exception
processing, reviews & reconciliations, fraudulent investigations,
BSA/Compliance, and fees, for 23 branches, over 12,000 customer
accounts, and 130 ACH originators.
. Service internal branch personnel and external customers by assisting
in daily production issues such as: Use of Online Banking, ACH
processing, Wire Transfers, LockBox Processing, Bill Payments,
Statements, Remote Deposit Capture, and Positive Pay.
. Prepare financial budgets, apply cost tracking, variance analysis and
review financial performance. Review and provide recommendations to
executive management on business unit financials, covering product
lines and service lines.
. Coordinate planning process for the department as well as the annual
budget review. Consolidated quarterly financial reports for the
department such as key indicators to prepare monthly, quarterly and
annual reporting to board of directors.
. Advanced new products and services through collaboration with business
stakeholders, IT, and project managers ensuring project deliverables
are accomplished on time and on budget; considered subject matter
expert for all committees and projects.
. Primary contact for all internal and external audits including FDIC &
State examinations by providing financial data, system data and
various ad hoc reports as requested.
. Provide guidance in advancing new sales products and services through
maximizing current customer relationships and ensuring effectiveness
of branch staff in selling products and building customer
relationships.
. Accomplishments: Solely responsible for new wire transfer system
implementation to improve capacity while decreasing FTE with $50K in
cost savings. Served on integration team for 3 bank conversions, 2 of
which were FDIC assisted take-overs. Championed Multi-Factor (MFA)
password recognition for all Online Banking Clients to decrease
fraudulent activity.
. Systems Used Include: FundTech, Payplus, Fidelity FIS, ILockbox,
Horizon(core), OLB, Positive Pay, CDARS, Compass Connect, PCBB
Correspondent, CST Payment Manager, Iacquire, 1st Check Direct, AMEX,
PARC, Fedline Advantage, WebAdmin, FileZIlla, Swift 7.5, E statements,
CDARS, Image Centre, Billpointe, Link2Gov, IBB, Capture Net. *Working
towards AAP Certification
TCF BANK
Branch Manager - Chandler, AZ 07/2009 - 5/2010
. Responsible for managing 10 employees including 2 assistant managers
overseeing day to day traditional branch operations while leading the
sales team to meet the branch goals; focusing on managing and coaching
employees to develop individual and team growth.
. Coach sales staff to meet assigned goals through quality business on-
sites, cross-selling, scheduling corporate call nights and overall
networking and participating in community events and organizations
. Interact with customers to provide financial guidance and problem
solving.
. Effectively manage to ensure profitability, efficiency, regulatory
compliance, and security within the branch.
. Monitor the attrition report, abandoned account report, closed account
report, and loss report for potential patterns and ways to better
production and retain accounts.
. Accomplishments: Averaged highest new account openings for 3
straight quarters (115 accounts, 3Q/2009-1Q/2010),
Continue to be among the top 4 branches with largest overall deposits
in region with 27 million dollars in assets.
Assistant Operations Manager II - Phoenix, AZ 11/2008 - 07/2009
. Managed 5 associates including 1 supervisor whose responsibilities
include traditional branch functions of teller operations, new account
openings, sales prospecting, and customer service.
. Responsible for all branch related audits, where my experience and
leadership delivered the highest score ever merited statewide.
. Approved all operational processes and functions including buying and
selling funds to the Federal Reserve, daily vault balancing, loss
prevention analysis, general ledger reconcilements, and senior
management reporting.
. Trained, mentored, and coached all staff on required bank compliance
and federal BSA policy and procedures including CTR, SAR, and MIL
reports, also acting Security Officer/Fraud Prevention Liaison
designated to interact with Corporate Security Investigation Office.
. Systems Used Include: Express Service 7.0, ICOM, E-Item, OM Webviewer,
RIPS (Remote Item Processing Services), BIC (Branch Image Capture),
IPS, Western Union, and CRT Mainframe.
. Accomplishments: Successfully stabilized overall weak branch in region
by reinforcing/improving procedures and implementing quality control
checkpoints, Received highest branch audit score statewide, Promoted
to Branch Manager of a larger branch location in the region.
COLONIAL BANK
Treasury Management Product Manager - Birmingham, AL 11/2007-09/2008
. Responsible for managing customer support for Colonial Bank's overall
footprint to ensure prompt assistance and quality control for the
following treasury management products: Web Biz, Wire Biz, ACH, Sweep
Accounts, Positive Pay, CD-Rom, and Express Deposit Check Scanner.
. Developed and implemented procedures and processing standards for
Colonial Bank's new Express Deposit product which directly contributed
toward solidifying the product line as the 3rd most employed Treasury
Management product.
. Successfully trained three employees on Express Deposit while ensuring
implementation for over 500 new customer relationships within 6
months, allowing for growth of over 60%.
. Systems Used Include: Express Deposit, Web Biz, Wire Biz, ACH, Sweeps,
3270 Mainframe, Pep Plus, OBS, CD-ROM, and AD Look-Up.
. Projects Managed Include: Assisted in development, procedure creation,
implementation, and training of Treasury Products.
Incoming Wire Transfer Manager - Montgomery, AL 08/2006-11/2007
. Rapidly restructured incoming wire transfer unit within 5 months in
order to increase quality control and necessary audit check points
along with managing overall duties of my unit including: processing
incoming wires, monitoring and reviewing OFAC violations, performing
regulated balancing and closing procedures, foreign and domestic
investigations, managed daily fed funds settlement, and prepared
various volume reports and operations statistics.
. Coordinated more efficient and significantly more cost-effective
international wire investigation procedures in conjunction with BONY
and developed new rejected/invalid incoming wire process which
effectively improved production and decreased unnecessary item
processing.
. Directed research of reconcilement exception items, perform any
required internal and external audit verifications as well as disaster
recovery testing; also proficient in other wire room functions
including Repair, Specify, Confirm, Creation, Verify, NSF, Dupex,
Remote, OFAC Queues.
. Supervised and mentored 7 employees, along with more clearly defining
their talents and strengths which provided more encouraged workers.
. Systems Used Include: PayPlus, FedPlus, FundTech, FCE, and 3270
Mainframe.
. Projects Managed Include: Participated and contributed to the success
of 8 bank conversions due to Colonial Bank acquisitions.
Branch Administration - Montgomery, AL 10/2005-08/2006
. Completed Colonial Bank Branch Management Trainee Program which
includes training and courses encompassing all areas of retail branch
administration including CSR relations, teller processing, branch
operations supervisor, commercial lending, financial services, vault
controls and operations, etc.
. Managed multiple million dollar commercial account which directly
contributed to monthly branch sales goals as well as facilitated all
other branch manager duties including loan application submissions,
credit applications, corporate resolutions, opening/ closing
procedures, maintaining cash reserves, handling fraud related issues,
and overall customer service.
. Periodically acted as interim branch manager throughout Montgomery
County branches while training over 10 new associates in various
retail branch positions.
. Systems Used Include: DSW, BankStar, Score, Exceed, and Vector 6.
Brokerage/Investments Specialist (Colonial Brokerage) - Montgomery, AL
12/2004-10/2005
Loan Documentation Review Specialist (Colonial Bank) - Montgomery, AL
01/2004-12/2004
Wire Transfer Specialist I and II (Colonial Bank) - Montgomery, AL
01/2002-01/2004
EDUCATION
Stanhope Elmore High School 1989-1993
US Army 1993-2001
Troy University, Montgomery AL
Bachelor of Science, Major in Finance
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