Customer Service Associate

JOSEPH M. SMITH

***************@*****.*** 862-***-**** New York, NY

Professional Summary

I am a Banking Specialist with over 5 years of expertise in financial services regulatory enforcement and transaction management. Extensive understanding of financial crime risk control practices, as well as familiarity with the US Bank Secrecy Act, USA Patriot Act, AML policies, and OFAC sanctions standards.

EDUCATION

Bachelor of Science – Business Administration

University College of the Caribbean - References available WORK EXPERIENCE

Assistant Vice President – Analyst April 2022 – April 2023 Citibank - New York, NY

● Coordinated and facilitated Client Onboarding on behalf of the Client owner.

● Processed KYC requests for Amendments, event-driven reviews, and new and Periodic Reviews for Low, Medium, and High risk-rated clients.

● Independently conducted the onboarding process and determined the need for escalation.

● Challenged stakeholders effectively to ensure compliance with regulatory requirements.

● Analyzed complex structures and provided clear, concise, and thorough diligence.

● Demonstrated strong written skills for analysis and work product relied on across the bank. Customer Service Supervisor June 2021 – April 2022 Apple Bank – New York, NY

● Managed daily branch operations, ensuring timely and efficient client transactions.

● Mentored newly hired Customer Service Representatives and provided comprehensive product and service knowledge.

● Conducted weekly sales, service, and product knowledge meetings.

● Maintained operational controls for client and Bank asset safety.

● Built and maintained technical and professional knowledge through workshops and training.

● Delegated and oversaw daily work assignments, prepared schedules, and maintained records.

● Trained, counseled, and assisted staff with performance appraisals. Universal Banker/Customer Service Associate Supervisor June 2018 – June 2021 Investors Bank, NY

● Opened new personal and business accounts.

● Resolved customer issues and complaints promptly.

● Ensured daily adherence to bank policy and procedures.

● Achieved accurate monthly and quarterly audits.

● Maintained adequate cash in the branch and balanced vault daily.

● Prepared and balanced daily work, bank deposit, and Night Depository.

● Filed and maintained bank records in compliance with policies.

● Acted as a branch advocate in the absence of management. Teller Supervisor October 2016 - March 2018

Sterling National Bank, NY

● Maintained and operated the HUB, ensuring timely debits and credits for clients.

● Monitored overdrawn accounts and ensured their resolution.

● Assisted with commercial client transactions and communicated updates via email.

● Supported loan closings and ensured a smooth process.

● Balanced TCR, vault, teller countdown, and ATM daily.

● Prepared and balanced daily work, bank deposit, and Night Depository.

● Filed and maintained bank records in compliance with branch policies and procedures.

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