Customer Service Client Care

MARY KAY GREEN

BATAVIA, IL ***** 630-***-****

adzbp3@r.postjobfree.com

CAREER PROFILE

Experienced Financial Sales/Customer Service Consultant with 20+ years in Fortune 100 & 500 companies in Finance and Banking Industries. Managed and grew teams ranging in size from 10-25 members, selling financial products, managing contracts, resolving complaints, and meeting client expectations. Generated new sales in untapped markets, opened branch offices, trained employees, and drove team sales and marketing efforts to meet corporate goals. Core competencies include Adaptability, Customer Focused, Relationship Building, Persuasive Speaking Skills, Empathy, Effective Listening, Positive Clear Communication, Attentiveness, Time Management, Curiosity, Tenacity, Strong Work Ethic, Competent, Accomplished

PROFESSIONAL EXPERIENCE

JPMorgan Chase Bank, Downers Grove, IL March 2017 – August 2022 Client Care Specialist March 2018 – August 2022

• Key liaison between clients, loan officers, and the underwriting team for timely and accurate mortgage processing.

• Reviewed and verified borrower information, including income, credit reports, employment history, appraisals, and title insurance for loan applications.

• Ensured compliance with company policies, underwriting guidelines, and lending program requirements.

• Processed challenging loan applications promptly by guiding clients through corrective actions.

• Provided expedient service, resulting in consistently high customer satisfaction and a 10% increase in new referrals.

Personal Banker March 2017 – March 2018

• Successfully grew customer base, adding new accounts exceeding $1M.

• Exceeded monthly new account acquisition goal for 7 consecutive months.

• Generated the highest number of new customer referrals in the branch in 2015.

• Achieved the highest Customer Satisfaction Rating for 23 consecutive weeks.

• Received Excellence in Account Management award from Regional Manager in 2015.

• Collaborated with the team to achieve the highest account growth percentage in the district in 2015.

MARY KAY GREEN, PAGE 2

National City/PNC Bank, Batavia, IL May 2000 – March 2017 Consumer Banker/Financial Sales Consultant

• Consistently ranked in the top 10% of all National City/PNC sales performers nationwide for 15 consecutive years, demonstrating exceptional communication, customer service, and sales skills.

• Received the 2007 "National City Hero" Service Award, an honor given to only 100 employees out of 60,000 nationwide, as recognized by the Illinois President of National City.

• Improved operational procedures, resulting in increased efficiency, reduced errors, and eliminated redundant customer service complaints.

• Promoted to Investment Representative, achieving a 13% increase in market penetration, and generating new customer accounts within 6 months at the Batavia Branch.

• Assisted with National City's new branch expansion program, managing platform activities for Denovo sites in cities including St. Charles, Algonquin, Eola, and Batavia.

• Provided coaching and training to over 25 new employees at branches in Aurora, Naperville, St. Charles, Algonquin, Eola, and Batavia.

• Recognized for outstanding customer-focused, solution-driven banking practices with a 5-Star Customer Service Performance rating.

• Managed sales and marketing activities, successfully growing the Batavia branch from $0 to $30M in just 2 years.

Previous Banking, Professional, & Volunteer Work May 2000 – Present

• Oversaw office staff, conducted interviews and assessments, and made hiring decisions for client placements.

• Conducted research on prospects, made cold calls, delivered client presentations, and successfully acquired new business clients, leading to a 27% increase in annual revenue.

• Developed an outbound sales calling program for the bank's officers.

• Conducted research, purchased new sales software, and implemented it with the entire bank's call staff.

• Opened a new branch and received a promotion to Assistant Head Teller.

• Served as a Catholic Education Leader at Holy Cross Church.

• Held the Membership Director and State Liaison positions at the Tri-Cities Mother of Twins Club.

EDUCATION

Northern Illinois University, DeKalb, IL, Bachelor of Science, Marketing

Contact this candidate