Customer Service Representative
Resume:
Susan Emmert
Columbus, Georgia 31907
Objective
To obtain a position that would enable me to utilize my experience in Customer Service,
Analyzing Data, and other various attributes. This includes my experience as an Anti-Money
Laundering Officer, Operations Officer of a staff of up to 15 and Training Skills. These skills would
be an asset for any position relevant that I have your consideration.
Qualifications
● Thirty One years experience in Customer Service
● Eight years experience in Operations (Four years as Operations Officer) with Synovus
Securities, Inc
● Three years experience as the Anti-Money Laundering Officer / Four years experience in
Financial Services
● Two years experience as a Financial Associate with A. G. Edwards & Sons, Inc., a division
of Wachovia Securities (Wells Fargo)
● Twenty Eight years experience in Data Entry
● Eight years assisting various technicians
Education
Hardaway High School, Columbus, Georgia
Experience
2021-2022 Meacham & Earley, P.C.
Real Estate Processor/Legal Assistant
Act as a liaison between clients, real estate agents, lenders, HOA (Homeowners Association), and the attorneys by maintaining communications via email, telephone, and in person.
Analyze title requirements and closing documents, coordinate with agents, lenders, and or clients for preliminary and final submission of closing documents to lender.
Gather information from all parties in the transaction (i.e. buyers, sellers, real estate agents, lawyers, and lenders).
Maintain stringent deadlines.
Handle follow-up with clients, real estate agents, and lenders regarding status of closings, appointments, etc.
Obtain payoff of loan from existing lenders.
Input of closing information into Landtech software system.
Communicate with clients, realtors, and lenders daily.
Draft deeds, closing disclosures, necessary affidavits and legal documents needed to close real estate transactions.
Prepare checks in Landtech for closings.
Able to multi-task, meet tight deadlines, and work in a fast-paced environment.
Strong attention to detail and proofreading skills.
Able to handle confidential information with discretion, adapt to various competing demands, and demonstrate the highest level of client service and response.
2015-2019 Synovus - Columbus, Georgia
Network Support Analyst I
● Open, Close, and Update tickets for a fleet of approximately 386 ATM’s.
● Analyze data from multiple applications to ensure the correct action is taken.
● Utilizing Excel 2016, Outlook 2016, Windows 10, Command Client Monitoring (live and
recorded camera footage), and internal ticketing system.
● Assist internal customer care department with ATM service failures.
● Assist bank personnel with ATM issues.
● Assist Loomis (Cash in Transit Technicians) with cash load settlement of the ATM.
Assisting with ATM software and hardware issues, and entering cash load totals.
● Assist NCR vendor technicians with software, hardware ATM issues, and entering cash
totals. Documenting repairs, assisting and analyzing ATM issues with technicians.
● Coordinate meets between vendors, and or cash in transit for ATM lock drilling, repeat
hardware issues, and training opportunities to eliminate future failures.
● Correspond with our offshore team in reference to ATM and Network issues. Transfer
updated ticket information in Excel.
● Correspond with internal Float Management Department through e-mail and messenger
daily with information pertaining to low cash or empty ATM cassettes.
● Inform internal departments/management of new or repeat ATM issues.
2014-2015 TEKsystems - Columbus, Georgia
Network Support Analyst I
● Open, Close, and Update tickets for a fleet of approximately 335 ATM’s.
● Analyze data from multiple applications to ensure the correct action is taken.
● Utilizing Excel 2016, Outlook 2016, Windows 10, Command Client Monitoring (live and
recorded camera footage), and internal ticketing system.
● Assist internal customer care department with ATM service failures.
● Assist bank personnel with ATM issues.
● Assist Loomis (Cash in Transit Technicians) with cash load settlement of the ATM.
Assisting with ATM software and hardware issues, and entering cash load totals.
● Assist NCR vendor technicians with software, hardware ATM issues, and entering cash
totals. Documenting repairs, assisting and analyzing ATM issues with technicians.
● Coordinate meets between vendors, and or cash in transit for ATM lock drilling, repeat
hardware issues, and training opportunities to eliminate future failures.
● Correspond with our offshore team in reference to ATM and Network issues. Transfer
updated ticket information in Excel.
● Correspond with internal Float Management Department through e-mail and messenger
daily with information pertaining to low cash or empty ATM cassettes.
● Inform internal departments/management of new or repeat ATM issues.
2010-2012 NCR (National Cash Register) – Columbus, Georgia
Technical Support Specialist
● Data input between computer applications. Completing requests from NCR technicians
and different Account Team Personnel.
● Programming locks and lock keys for ATM’s.
● Preparing and delivering FEDEX packages for daily pick up.
● Sending a daily work report to Account Team personnel and Territory Managers.
● Trouble-shooting with NCR technicians and Account Team personnel on ATM locks and
keys.
● Providing NCR technicians with the appropriate information on what type of part is needed
for the ATM lock.
2007-2009 A. G. Edwards & Sons, Inc., a division of Wachovia Securities (Wells
Fargo) – Columbus, Georgia
Financial Associate
● Assist top producing broker, including daily interaction by phone or in person with clients.
● Inform clients of legal documents needed to establish various types of accounts including
Estate and IRA Beneficiary accounts.
● Establish new accounts, submit forms and legal documents to our home office.
● Prepare and / or send various A. G. Edwards forms, letters, reports, insurance, annuity
information and mutual fund applications to clients.
● Receive in securities and checks for deposit, prepare check requests and IRA distribution
forms for mailing or client pick up.
● Provide clients with stock quotes.
● Problem solving, research, cost basis updates and maintenance on accounts.
● Responsible for movement of money and securities between accounts, assist clients with
exercising their stock options and incoming transfers.
● Communicate daily with our home office in the various departments (customer
identification, compliance, margin, dividends, new accounts, IRA’s and microfilm) by
phone, e-mail or wire for any changes or updates to client accounts. Research pertaining
to “Know your customer”, the Customer Identification Program.
2006-2007 Columbus Bank and Trust – Columbus, Georgia
Teller
● Client deposits, cashing checks and issuing cashier’s checks.
● Assisting clients with new account information and deposit box entry.
● Cross-trained with the customer service representatives and assisted clients when time
allowed.
2002-2005 Synovus Securities, Inc. – Columbus, Georgia
Anti-Money Laundering Officer / Financial Services Representative / Special
Projects
● Implemented procedures for monitoring potential suspicious activity in accounts.
● Coordinated and monitored daily compliance with federal and state laws relating to money
laundering.
● Customized the required AML courses annually for the brokerage business vs. the bank
requirements.
● Conducted the annual AML training to all respective employees – brokers and sales
assistants.
● Prepared the AML article for quarterly “Compliance Link” sent to all employees.
● Revised and updated the AML Compliance Manual as needed/annually.
● When required, filed a Suspicious Activity Report and / or notified law enforcement.
● Monitored accounts for unusual activity / inquiries from the Risk Analyst and corresponded
with brokers/sales assistants, operational personnel, Equifax, management and our
clearing firm risk department analyst on any discrepancies. This included corresponding
with other securities firms and banks to determine if the activity is suspicious.
● Coordinated and responded to internal and external audits of the AML program.
● Attended seminars and tele-conferences annually for updates and training on new
procedures for the AML program.
● Provided recommendations to management on whether to close or maintain accounts that
cause the firm to file or consider filing a SAR.
● Assisted brokers and sales assistants locally and with 40 + branches.
● Executed trades and corrected trading errors.
● Market research for the sales force.
● Co-facilitated quarterly training of new hires (brokers and sales assistants) in the different
functions of Operations and AML policy and procedures.
● Provided guidance to the brokers and sales assistants of operational functions.
● Implemented a new service for the brokers and sales assistants.
● Trained personnel.
● Preparation and distribution of a mass mailing to clients being assigned to a new broker.
1998-2001 Synovus Securities, Inc. – Columbus, Georgia
Operations Officer
● Responsible for supervising all operational support functions for Synovus Securities.
● Developed, recommended and implemented new techniques for processing of securities
transfer, delivery, clearing, account documentation, policies and procedures.
● Trained, developed and supervised team members to grow the operations department to a
high level of service.
● Participated in the reorganization of our new accounts and operations job responsibilities to
combine the departments.
● Prepared and administered the budget for operations.
● Attracted and retained qualified staff, working with temporary services as needed.
● Generated new ideas, identified project needs (participated and took the lead on certain
projects), analyzed issues and made practical decisions.
● Participated in meetings of establishing new branches and traveled to different locations in
order to train our new brokers and sales assistants.
● Attended seminars annually for system updates and for training on new procedures offered
by our clearing firm.
1992-1998 Synovus Securities, Inc. – Columbus, Georgia
Operations Clerk
● Assisted clients in person and telephone inquiries.
● Sending correspondence as needed to our clients.
● Maintained and monitored reports for relevant securities information for communication to
our clients and brokers/sales assistants.
● Received in securities for deposit on liquidating transactions and collected payment for
purchasing transactions.
● Communicated on a daily basis with our clearing firm for legal clearing of securities.
● Monitored IRA distributions, IRA transfer checks and brokerage accounts transferring to
and from other firms.
● Responsible for research on client accounts, tender offers on securities and journals of
money and securities between brokerage accounts.
● Trained new hires of operation personnel and brokers and sales assistants.
1991-1992 Synovus Securities, Inc. – Columbus, Georgia
Customer Service Representative / New Accounts
● Provided clients with stock quotes and headline information.
● Provided quality client service to include: a large volume of incoming calls, distribution of
mail, assisting the operations department by sending letters to clients and monitoring new
account reports.
● Entered new accounts into the system, maintaining the documentation and filing.
● Recorded and gave a live broadcast for two radio stations of the midday stock report and
closing report.
1989-1991 Bank South – Columbus, Georgia
Teller/Customer Service Representative
● Opening and closing the branch on Saturdays.
● Client deposits, cashing checks, issuing cashier’s checks and traveler’s checks.
● Receiving and preparing currency for pick up.
● Assisting clients with new account information and deposit box entry.
References Available Upon Request
Contact this candidate