Customer Service Operations Manager

MARIA CRISTINA ZALDIVAR

***** ** ***** *******, *****, Fl 33196 786-***-****

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

**** - ******* -********* ***********

MARCH 1990 - 12/31/2019

AMERANT N.A. (FORMERLY KNOWN AS MERCANTIL BANK, N.A., MERCANTIL COMMERBANK BANK, N.A. AND COMMERCEBANK, N.A.)

03/2006 -12/31/2019

VICE PRESIDENT – DEPOSIT MANAGER

·Manage the overall operations functions.

·Manage the quality of all account documentation according to state and federal laws and regulations.

·Monitor department duties along with solving problems/investigation in order to ensure the best results while safeguarding the bank against errors that may result in losses.

·Manage and reconcile general ledgers daily.

·Manage the department’s staff with responsibility for all aspects of employment relationship, including hiring of qualified staff, employee counseling, setting of goals and objectives, revising and training on procedures, and checking work.

·Manage all the risk involved in the department.

·Serve as liaison between the units of the Group and Information.

·Responsible for the regulatory examinations and audits that impacts directly the department.

·Handle customer or Account officers’ concerns and complaints beyond the control of the department's supervisors.

·Supervise the compliance of CIP, OFAC and W-8 legal requirements for the entire bank.

·Prepare and deliver monthly report for the departments volumes and activities to Senior Management

·Keep departments’ manual updated.

·Manage employee accounts (over 1000 employees)

·Supervised over 40 employees.

·Supervise daily activities such ACH, Overdraft, Dormant, ACH, Reg D, Reg E and Reg 0.

·Perform security monitor as required by procedures.

·Created a highly cohesive working enviroment by introducing interactive staff meeting where each employee was repsonsible for conducting a to 5 to 10 meet presentation on bank's products.

VICE PRESIDENT, OPERATIONS MANAGER III

06/1992 -04/2006

·Established individual branch goals. Frequent visit to bank customers and potential customer in order to cross sell bank products.

·Perform security monitor as required by procedures.

·Authorize opening of new accounts while reviewing all files contain proper documentation.

·Handle Internal and external customer inquiries and/or problem.

·Created a highly cohesive working environment by introducing interactive staff meetings where each employee was responsible for conducting a five to ten minutes presentation on branch products.

·Perform security monitor as required by procedure.

·Oversee operations/personnel administration in the financial center.

·Hire, train, and supervise customer service representatives and financial service managers.

·Enforce bank regulations and oversee bank security measures. Monitor branch financial activities, performing audits, reviewing reports, and managing cash levels.

·Work to gain and retain customers by maintaining high standards of customer service.

·Opened and trained all new branches

High school diploma – 06/1982

Courses

All banking courses

Skills

Banking * Excellent Customer Service * Software Documentation * Business Development * Budgets * Project Management * Sales

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