Customer Service Manager, client service associate, private banking cl

AMANDA FRANCE

*** ******** ***, ********* ****, NJ 07010 201-***-**** ************@*****.***

QUALIFICATIONS

Conscientious, performance-driven professional with over 9 years’ experience providing world-class client services and operations leadership in the financial services industry. Extensive knowledge of banking processes, procedures and compliance. Resourceful, energetic manager with proven ability to train, mentor and motivate staff to achieve their personal best and always “go the extra mile.” Reputation for building strong, collaborative relationships at all levels, including clients, external partners, cross-functional team members, project stakeholders and senior management. Expert at capturing and analyzing performance metrics to maintain excellent service ratings to consistently meet or exceed corporate goals and quality benchmarks. Strategic planner dedicated to continuously seeking ways to improve processes and procedures and establish best practices.

AREAS OF EXPERTISE

Client Services Management ● Banking Services, Processes and Solutions● Operations Management

In-Depth Product Knowledge ● New Business Development ● Sales Support ● Private Banking

Strong Analytical Skills ● Strategic Planning ● Interpersonal and Communications Skills● Microsoft Office

PROFESSIONAL EXPERIENCE

BinaryOption.com (May 2016 –Sept 2016)

Client Service Manager:

Played key role in setting up the Client Service department for this binary options trading firm. Established a help desk with call center and designed an interactive “chat” feature on the corporate website to maximize client performance and respond quickly to their inquiries. Implemented Zendesk to track and record all client communications to ensure the timely resolution of all outstanding issues and monitor performance metrics.

Created spreadsheets and reports to track client service and sales statistics. Analyzed data to identify potential areas for improvement, to establish best practices and to formulate successful sales and client service models. Presented results and recommendations to CEO.

Developed strong relationships with both internal support areas and external partners to ensure seamless client service and website operation. Served as primary stakeholder to Product for providing user feedback and insights to address client issues.

Conducted virtual training sessions to improve clients’ proficiency using the trading platform.

Coordinated audit of newly deployed system. Conducted system demo for auditors. Answered all related questions and provided all requested materials.

Capital One Bank (May 2013 – May 2016)

Private Banking Senior Client Service Specialist:

Discrete, trustworthy Client Service Specialist in Private Banking. Extensive experience cultivating relationships and delivering superior service to High-net-worth individuals (HNWIs). Provided full suite of banking services to private banking clients, including basic account activities (onboarding, account opening/closing and maintenance), wire processing, foreign currency transactions, credit and lending and investment strategies. Recommended specialists from within Capital One Bank as appropriate.

Ensured all banking and account activities met full compliance regulations, including AML and CIP regulations. Performed enhanced due diligence on new and existing clients in accordance with bank policies and the USA Patriot Act. Executed KYC review for new and existing accounts (consumer & small business) opened in conjunction with the reliance agreement.

Prepared and continuously monitored all required reports for clients, regulatory compliance, senior management and auditing support. Reconciled and maintained client data on a routine basis to ensure 100% accuracy of information at all times.

Assisted RM’s in all sales and administrative functions, including, but not limited to pipeline reporting, marketing, new business development, and presentations for existing and prospective clients.

Maintained strong collaborative relationships with all wealth and asset management partners, including underwriters, treasury management, loan operations and account administrators to deliver superior and fully-integrated services to private banking clients from a single point of contact.

Selected by senior management to participate in an extensive pilot to provide Trust Desk services to Private Banking clients. Partnered with Wealth and Asset Management to coordinate all aspects of setting up and servicing Trust accounts, including gathering all required documentation and statements, working closely with clients to assess their needs and recommend appropriate investment solutions, serve as a single point of contact for clients by liaising with all other areas within the bank to open and maintain Trust accounts and respond to all clients’ requests and inquiries.

Created a local socializing network for Capital One Commercial Banking employees to sponsor social events, promote team building, provide networking opportunities and encourage employee engagement. Received the ACE service award for Achieving Commercial Excellence based on the success of the social network.

Bank of America (Sept 2010 – May 2013)

Branch Operations Manager:

Directed all day-to-day operational functions to consistently meet or surpass the division’s immediate and longer-range goals.

Ensured branch compliance to federal regulations by performing monthly operational mock audits to resolve issues before they became findings and to keep staff constantly prepared for full-scope audits.

Created workforce stability by cultivating an engaged, spirited and well-coached team. Fostered a positive team environment that encouraged and rewarded professional and personal development.

Drove exceptional performance through strong leadership, accountability and merit-based opportunities for advancement. Developed new business strategies to maximize sales by identifying gaps. Recognized by senior management as a Highest Performing Operations Manager. Selected to share best practices with branch managers in other locations to improve productivity and service quality across the board.

Ann Taylor LOFT (Sept 2009 – Sept 2010)

Sales Associate:

Ensured customer satisfaction by assessing clients’ needs and providing style/ fashion advice based on their tastes and preferences, resulting in higher sales and a loyal clientele.

Responsible for cash management within the store. Reconciled cash registers and sales reports and completed end-of-day closeout functions.

Citibank UK (Feb 2009 – Aug 2009)

Assistant Manager:

Responsible for implementing, communicating and monitoring all branch operational policies and procedures, including bank processes, critical controls and security requirements.

Continually assessed the impact of processes and controls for the branch’s day-to-day operations to improve efficiency, bolster compliance and lead to better audit scores.

Monitored teller-customer interactions to ensure customer-focussed behaviours and standards are upheld at all times, significantly increasing customer satisfaction.

NatWest Bank (Dec 2006 – Feb 2009)

Operations Manager:

Responsible for supervising the activities of ten bank tellers and ensuring excellent customer service within the branch at all times.

Performed banking functions such as account transfers, verifying and approving wires, verifying client information, analysing client reports, and overseeing AML procedures and OFAC sanctions.

EDUCATION: College of North East London (2007), Assoc. Business Administration

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