Customer Care Client Retention
Resume:
L
Jenni
Lansford
jenni.lansford@icloud.
com
San Antonio, TX 78254
WWW: Bold Profile
PERSONAL SUMMARY
Accomplished banking professional with extensive experience at Citi Group, specializing in banking regulations and transaction monitoring. Recognized as Employee of the Year three times for spearheading teams that enhanced customer care and improved client retention. Expertise in financial management, budgeting, risk assessment, and strategic planning drives operational efficiency while fostering team collaboration. Proven ability to build strong client relationships and achieve company objectives, ensuring exceptional service delivery and loyalty.
SKILLS
Communication Skills
Organized and led conference calls,
providing all materials necessary to
gain efficiency between all internal
affected departments, lines of business,
and external vendors
Led weekly meetings with cross-
functional teams, as well as one-on-one
meetings with my direct reports
Leadership
Anti-money laundering
Banking regulations
Cash balancing
Loan administration
Banking product sales
Bank services
Transactions
Transaction monitoring
EXPERIENCE
Senior MLO Branch Banker
PNC Bank/ Mar 2019 to Current
Explain/Define Banking Products
Open and Close accounts
Process Banking Documents
Customer Service
Computer Skills
Attention to detail as well as due diligence when reviewing/processing documents Client resolution/Client retention, resolve client issues in a timely matter while expressing empathy of client impact
Process banking Transactions
Build Relationship with Clients and Partners
Processed teller transactions in previous role prior to promotion Branch Manager
Venice, Florida
South State Bank/ Jun 2021 to Jun 2022
Promote our client's life or business needs
Develop staff by fostering company standards and taking a personal investment in the team
Maintain monthly and quarterly audits to ensure federal and business standards Implemented and adhered sales goals for the financial institution Open and close personal and business banking products Provide clients with product knowledge and show the value of our brand and our level of commitment to the client's experience
Process banking transactions
Build relationships by participating in community events Make personal visits in the community to businesses that were potential clients Processed front to back mortgages to include land
Loan processer
Vice-President
Citi Group/ Aug 2004 to Apr 2014
Company Overview: North America
Vice-President, High Net Worth Customer Care: managed and developed team members to provide superior customer care regarding client banking needs Ensuring all federal regulations are adhered to by staff when handling client sensitive information
Providing clients with solutions to maximize their banking experience and fortify their financial future
Managed a team of 20-28 associates
Monitored call flow – up to 3,000 calls per day
Managed “cross-site” teams on weekends and holidays – up to 500 associates including international sites overseas
Managed call trends to engage associates in solutions/problem solving Responsible for resolution of client issues (calls escalated to upper management) to improve client retention
Assisted with Business/Cross Business Analytics to develop new product lines and implement new processes/procedures to remain competitive within the market Organized and led conference calls providing all materials necessary to gain efficiency between all internal affected departments/lines of business and external vendors Led weekly meetings with cross teams as well as one-on-one meetings with my direct reports
Employee of the Year in 2009, 2011 and 2012
Employee of the Month on several occasions
Community fund raising initiatives for multiple organizations such as American Heart Association, Rainbow Coalition, Habitat for Humanity and March of Dimes Partnered in Big Brothers, Big Sisters starting in 2007 and remained an active “Big Sister” until 2014 to present
EDUCATION
High School Diploma: General Education, emphasis in business Kansas State Dec 1991
Iola, Kansas
Some College (No Degree): Nursing
Neosho County Community College
Iola, KS
COMMUNITY SERVICE
Community fund raising initiatives for multiple organizations such as American Heart Association, Rainbow Coalition, Habitat for Humanity and March of Dimes. Partnered in Big Brothers, Big Sisters starting in 2007 and remained an active 'Big Sister' until 2014.
AWARDS
Employee of the Year
2009
2011
2012
Employee of the Month, on several occasions
ACCOMPLISHMENTS
Received "CITIStar" award which highlights the exceptional client & peer focus, meeting all required metrix as well collaboration with vendors while developing new banking products.
Regional top sales and service leader.
Regional & district top banker for sales & service Community outreach leader
CERTIFICATIONS
MLO ( Mortgage Lending officer)
Nursing (LVN) certification
ACTIVITIES AND HONORS
Big Brother Big Sister's program
Fundraising leader & participant
Habitat for Humanity
REFERENCES
References available upon request.
Contact this candidate