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Customer Service Manager

Lawrenceville, GA
December 04, 2019

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Elsa Hagos

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

Norcross, GA *0093

Tel. 470-***-****


Experienced underwriter, professional with capabilities of risk assessment, and analysis of income and credit statement. High proficiency and accuracy in processing and completing applications. In-addition over 10 years financial and customer service experience that includes retail banking, audit compliance and global products.


• Capable of doing in-depth data collection and analysis of applicant's request

• Possess a detail-oriented approach in examining document

• Good knowledge about federal rules and regulations

• Good organizational, communication, and interpersonal skills

• Strong risk assessment and decision-making skills

• Strong customer service and compliance skills

• Skilled at learning new concepts quickly while working well under pressure

• Over 10 years’ experience in the fields of finance, Computers & Banking EXPERIENCE

Lion Bank – Addis Ababa, Et June 2017- Sept 2019

Compliance Manager

• Worked with team members to update policies and procedures.

• Worked with management, as well as the safety inspector to ensure a program was in place to identify and mitigate major risk areas.

• Instituted an audit program for maintenance for compliance with all Lion Bank rules and regulations.

• Trained all applicable associates on policies and procedures currently in place

• Provided suggestions on the procedures and systems being reviewed, reported on the recommendations and findings

• Participated in all due diligence activities

• Created and implemented best practices in area of compliance, operations and accounting PNC Bank N.A March 2014- June 2017

Sr. Consumer Underwriter Analyst

• Maintaining detail attention and following a detail approach while underwriting credit card applications

• Evaluated financial strength of borrowers and understanding risk and repayment capacity of credit applicants


• Ensured loan requests submitted met internal and external eligibility requirements before underwriting

• Maintained excellent follow up with management, credit originators, credit processors and borrower(clients) throughout the underwriting process

• Contacted internal/external customers and other parties as appropriate to gather information, clarified inconsistent, incorrect or missing information

• Assisted, identified, recommended and, or negotiated alternative loan requirements, funding and, or loan-structuring solutions

• Approved, suspended or denied applications; ensured policies were approved within company guidelines, regulatory underwriting standards

• Cleared loan approval conditions, issued notice of adverse action to decline customers after 2nd level review, and updated system status as needed

PNC Bank N.A Feb. 2010- March 2014

Sr. Implementation Analyst

• Coordinated new client implementations and any program upgrades, technical changes or service maintenance for existing clients

• Developed, coordinated, and executed implementation/conversion project plans

• Conducted user acceptance testing to ensure that developed systems satisfied the needs of business clients as specified in the functional requirements.

• Trained Import, Export, Collection and Standby LC clients on the use of system through Web Ex software and provide on-going technical support

• Gathered required on-boarding documentation, prepared, reviewed and verified documents and relevant information for accuracy

• Performed common processing and ensured compliance with standard regulations and processes PNC Bank N.A March 2005- Feb. 2010

Global Trade Analyst

• Developed and implemented trade procedures and policies

• Maintained daily import compliance and export control processes

• Completed and maintained record-keeping to comply with governmental import regulations

• Audited international orders for compliance with import regulations and submitted reports regarding issues of missing language

• Performed regular audits to ensure compliance with required import language for international orders

• Maintained all records required by import and export regulations

• Assisted with various projects within the department related to disaster recovery

• Interviewed and hired new employees

PNC Bank N.A Sept. 2000- March 2005

Branch Customer Service leader

• Received customer inquiries and responded to customer issues in a timely and professional manner

• Generated Purchase Orders and followed up on Goods Receipt

• 100% accuracy cash handling and coordinate branch's daily activities 3

• Trained and developed new recruits including manager trainees

• Managed and coached customer service representatives, monitored and achieved branch goals

• Prepared branch and personnel for audit compliance

• Performed other duties as assigned by manager to support the office operations and sales growth EDUCATION

University of Phoenix Columbus, OH Branch

MBA – Summer 2011

Franklin University

BA Management Information System - Winter 2007

Concentration: Finance and Computers

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