Payment Processor Customer Service

MARY JO FERRARA

Pawtucket, RI ***** 401-***-**** *************@*****.***

BANKING PROFESSIONAL

An experienced Banking Professional with extensive knowledge in operations and processes. Continuously recognized for handling complex issues and resolving them effectively and efficiently. Highly organized and customer focused with exceptional execution in delivering desired outcomes and exceeding goals. CORE COMPETENCIES

Banking Industry Veteran

Creative Problem Solving

Customer Focused

Organization & Time Management

Detail Orientated

Building Strategic Relationships

WORK EXPERIENCE

SANTANDER, East Providence, RI 1990 – 2022

Santander bought Sovereign in 2008 and Sovereign bought BankBoston in 2000. Pipeline Specialist (2017 – 2022)

Managed all aspects of the loan pipeline process, moved applications to closing in a timely manner.

Conducted title reviews including research on lien disclosures, worked with customer and outside lenders to resolve, and ensured Santander was in appropriate position on the lien.

Processed appraisals and flood reviews to ensure banking guidelines were met.

Established key business relationships with multiple departments while processing applications to meet the goals set within the department.

Handled all customer interactions and inquiries in order to efficiently process loans and meet expectations. Consumer Lending and Credit Lead Specialist, Sovereign/Santander (2011 – 2017)

Conducted title reviews including research on lien disclosures, worked with customer and outside lenders to resolve, and ensured Sovereign/Santander was in appropriate position on the lien.

Reconciled reporting to maintain compliance of applications and handled deed management, including dealing with local government agencies.

Trained new hires and contract labor on systems and process.

Worked with branch personnel and vendors to resolve any issues with application process.

Developed strategic relationships with various internal and external resources to aid in resolving complex issues.

Fulfillment Manager, Sovereign Bank (2000 – 2011)

Managed 30 direct reports accountable for customer contact fulfillment needs including processing transfers, crediting accounts, new account opening documentation, funding accounts, and escalations.

Coached and developed a wide variety of individuals with various skill sets and personalities, helping them realize goals and advance in chosen career path.

Partnered with various departments in order to support the Contact Center and branches in meeting customer needs.

Developed multiple policies and procedures within department to ensure compliance and mitigate risk. Fulfillment Lead, BankBoston (1994 – 2000)

Assisted with conversions from BankBoston to Sovereign, including UAT testing, process changes, and training.

Processed customer contact fulfillment needs including but not limited to transfers, crediting accounts, new account opening documentation, funding accounts, and escalations.

Cross trained and learned all functions within the department to maintain service levels during peak times and PTO.

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Previous Experience

RI HOSPITAL TRUST/BANK BOSTON, East Providence, RI Payment Processor

Consumer Lending Adjustments

Payment Processing

Filled a variety of agent requests

EDUCATION & PROFESSIONAL DEVELOPMENT

Coursework, General Studies, COMMUNITY COLLEGE OF PROVIDENCE, Providence, RI Management training courses, SANTANDER

COMMUNITY INVOLVEMENT

President, Cheryl Court Condominium Association (2016 – Present)

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