Felicia Johnson

Irmo SC, ***** ● T:*803-***-**** ● Email: adyboq@r.postjobfree.com

Financial Services Professional Summary

Meticulous, banking professional with strong rapport building and CRM skills driven by the desire to ensure institutions and their clients receive world class support focused on adhering to regulatory requirements. Prior experience consists of contract negotiation of resources and a hands-on leadership approach promoting organizational growth and professional development of staff. Advance knowledge of KYC, EDD and AML.

Professional Experience

10/2020 – Current Wells Fargo, NA Columbia, SC

Lead Customer Success Specialist

•Utilizes standard operating procedures, policies and regulations to provide a superior customer experience, while simultaneously exceeding performance goals.

•Performs trouble-shooting and researches escalated issues by assessing customers’ needs and provide solutions to ensure customer retention.

•Demonstrates knowledge of complex financial products in a high call volume environment, while exhibiting empathy and patience when helping to address concerns.

•Escalates fraud or security related issues after performing a preliminary inspection of account information.

•Collaborated with team members and management on proven strategies reduce call volume during extremely busy periods.

12/2019 – 07/2020 Mariner Finance Columbia, SC Branch Manager

•Conceptualized a marketing plan to promote services in the local community resulting in an increase in the number of customers being serviced.

•Rewarded for managing “The Most Improved” branch for asset growth and retention goals through networking and continuously promoting services and products.

•Properly prepared and reviewed pertinent documentation for delinquent accounts and communicated necessary information to attorneys and outside collection agencies.

•Recruited and trained new employees and monitored adherence to company’s service level agreements and Code of Ethics.

•Recommended appropriate changes to policies and procedures, operating systems, and budgets after evaluating financial reporting systems, accounts, and investment activity.

11/2007-11/2019 Security Finance Columbia, SC

Branch Manager

•Assisted the team with processing teller transactions, as needed, to ensure consumer banking needs were handled expeditiously.

•Interviewed and vetted new hires to ensure company was obtaining employees that were willing to learn new concepts and embraced changes pertaining to new laws and regulations that impact the business.(ie. US Patriot Act)

•Reviewed new loan applications, along with supporting documentation, to determine eligibility and mitigate occurrences of fraud or misrepresentations.

•Performed an assessment of the internal controls and safeguards which were in place to determine if they were undetected issues and/or measure their effectiveness.

•Maintained a detailed tracking report of KYC file statuses and other customer record activities to ensure completion within required timeframes.

05/2005-08/2007 Kmart Columbia, SC

Customer Service Manager

•Utilized effective listening and communication skills to resolve customer complaints regarding services, products, and employee concerns.

•Created work schedules, monitored and assessed employees’ performance and delegated duties to ensure maximum efficiency and productivity.

•Consulted with upper management to develop methods an implement strategies to increase

Technical Skills/Software

Proficient user of MS Word, Excel, PowerPoint, Outlook and Teams

Education

Strayer University - Columbia, SC

AS Business Administration

Limestone College

AAS Business Administration

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