ANA HART

CUSTOMER SERVICE REP

adlbff@r.postjobfree.com • 302-***-****

linkedin.com/in/ana-hart-840183118 • Wilmington, DE

PROFILE

Multitalented, accomplished professional with 15+ years of proven excellence in complex customer service roles. Expertise in fast-paced, demanding industries with specialized background in financial services and banking capable of exceling in any setting. Sharp interpersonal skills to communicate with clients, build strong relationships, and outperform targets.

AREAS OF EXPERTISE

Customer Service & Satisfaction

Excellent Communication Skills

Problem Solving

Business Administration

Information Management

Documentation, Data Entry

Organization and Analysis

Account Services, Management

Financial Processes

Process Improvement

Goal Achievement

Compute Proficiency

Microsoft Office Suite

EDUCATION

Bachelor of Science

Business Management, cum laude

Neumann University

Aston, PA

PROFESSIONAL EXPERIENCE

Customer Support Specialist, Financial Services, 7/2020 – Present

Barclays Bank, Wilmington, DE

Help clients with account inquiries and wide range of financial service assignments surrounding payment plans and flexible settlement options. Liaised with clients in difficult personal situations aimed at keeping accounts current and sharing resources on credit counseling.

Exceed expectations and customer satisfaction standards, going above the call of duty to earn a winning reputation for superior service.

Efficiently document key account information using technical strengths and internal software tools and systems; ensure confidentiality at all times.

Customer Service Representative II, Fraud Analyst, 7/2017 – 6/2020

Bank of America, Newark, DE

Owned financial and fraud analysis duties as a leading customer service agent committed to creating an exceptional customer experience. Navigated complex scenarios requiring sharp decision making and problem solving know how.

Recognized with numerous honors and awards, including Top Performer distinction with invitation to Circle of Excellence for career advancement.

Achieved all objectives regarding fraud, account services, and credit card inquiries spanning MasterCard, Visa, and ATM inquires.

Successfully submitted disputes for merchant transactions and emergency cash requests for customers in urgent situations.

Fraud Analyst, 1/2017 – 7/2017

Aerotek, Bank of America Contractor, Newark, DE

Held full accountability for fraud analysis efforts requiring sharp attention to detail to rectify inquiries on ATM and debit card fraud concerns. Adhered to standard procedures to evaluate and manage card service interruptions.

Processed all documentation and cancellation of corrupt accounts; filed for claims to fund accounts related to fraudulent activity.

Communicated with clients on proper disclosure information while properly handling escalations using courteous and patient customer service skills.

Earned full time hire after less than six months for exceptional results.

PROFESSIONAL EXPERIENCE, CONTINUED

Account Officer, 10/2001 – 12/2016

J.P. Morgan Private Bank, Newark, DE

Managed senior-level service delivery encompassing 250 client relationships in private banking with $1B+ in assets utilizing highly effective financial practices. Facilitated private banking functions, such as cash processing as well as both credit and securities transactions. Analyzed quality concerns to enrich relationships and market products and services. Completed transfers and account maintenance duties involving brokerage and investment accounts.

Outperformed ambitious goals, leading a team of 5 top performers focused on servicing $30M customer portfolio; owned new client onboarding tasks from start to finish, such as transfers and introduction of product specifics and online banking.

Partnered with investment and cross-functional business units to resolve transactions and execute key deliverables.

Provide outstanding client service on every request, thriving in a highly demanding role with 100% accuracy.

Ensured compliance and adherence to control policies in addition to FINRA regulations to protect assets and reduce fraud.

Financial Services Representative, 4/2001 – 10/2001

MetLife Financial Services, Inc., Newark, DE

Accelerated business performance in a banking position with the aim of driving profitability, prospecting new business, and liaising with client base both in person and over the phone. Educated customers on financial services to trigger repeat business across product lineup.

Applied financial expertise to meet client needs, recommending alternative investment offerings, such as mutual funds and annuities using multifaceted asset allocation strategies and proven sales methods.

Gained a reputation for professionalism and relationship building skillset; conducted consistent follow up and outreach to new and existing clients on financial planning, goal setting, and long-term planning.

Partnered with internal teams to resolve customer inquiries, identify opportunities, and maximize team performance.

Personal Financial Representative, 6/1998 – 4/2001

Wilmington Trust Company, Newark, DE

Recruited to support financial processes for clients with a dedication to maximizing revenue, client retention, and new business development. Collected information properly according to company policies and procedures, processing deposits, loans, credit card applications, and other financial services in a fast-paced environment.

Excelled with representing company mission, vision, and values for sustained growth and delivering a world-class customer experience in every interaction.

Forged meaningful relationships with customers, building rapport, identifying needs, and marketing products and services.

Outperformed expectations and quarterly goals using proven cross-selling techniques with a customer-centric mentality.

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