Customer Service Manager

**** ******** ******

Philadelphia, PA *****

Aida M. Santiago 267-***-****

************@*****.***

Summary of qualifications:

Bilingual Spanish/English read and write fluently

Customer Service detail oriented

Bank Reconciliation/ATM balancing/Cash Handling

Time management/highly organized/fast & accurate

Microsoft Word/Office

Employment:

[07/2011 Present] Royal Bank America, Philadelphia, PA

[11/2002 11/2004] Royal Bank America, Philadelphia, PA Teller Manager/Customer Service Representative

Assume responsibility for the Branch Manager/Associate Manager in management functions including customers (opening/closing accounts/cross selling bank products/services), Staff and Cash Control, refer leads for HELOC/LOANS, bank at work/community events in their absence, entrusted with vault, ATM and night drop activities, run/coach teller line with skill and precision, Ensure compliance with Branch Security, Audit and Operation Procedures

Initiate and improve customer relations by exercising superior customer skills on phone, emails and in person

Disposition overdrafts, account maintenance, wires, check verification approvals, other duties as assigned

[11/2004 08/2009]Republic First Bank/First Bank of Delaware Philadelphia, PA

Customer Service Specialist, NCP Credit Loan Servicing & Support Verification/Risk Management Specialist

Monitor program accounts for fraudulent activity

MAILFLOW verifying faxed documents

Search Bankruptcy Customers in Loan Data Search

Accurate/courteous account servicing to internal/external customers Prompt responses to email inquiries

Online Banking Net teller/bill payment enrollment/set up/navigational assistance

Check Casher Services: receiving/reviewing all cash order requests for approval, placing cash orders daily/performing telephone account and/or wire transfers when necessary

Wire Services: Settle logs incoming/outgoing, verify all outgoing wires

(signatures, balances, approvals), process International Wires, Fed line

/JH Express Upload

[04/1988 06/2001] NYC Housing Authority Douglass Senior Center, NY, NY Community Associate/Director

Planned/Implemented programs that met the leisure time needs of low income elderly tenants

Assisted Advisory Board with grants/proposals

Manages staff and coordinated volunteers

Assisted with entitlements, appointments and referrals Handled petty cash

Specialized arts and crafts project instruction

Education:

[09/1979 06/1983] Erasmus Hall High School, Brooklyn, NY Graduated Regents Diploma

[1980 1982] Pratt Institute, Brooklyn, NY

Printmaking/Portrait Drawing

Won scholarship

[07/1983 01/1986] Columbia University School of Engineering, NYC, NY Electrical Engineering/Computer Science

Earned 65 Credits

[Spring of 1997] Audrey Cohen College, NYC, NY

Human Services

Earned 16 Credits

REFERENCES

Will be provided upon request.

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