Financial Services Assistant Manager

Felicia Johnson

Irmo SC, ***** ● T:*803-***-**** ● Email: *********@*****.***

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. Advanced knowledge of KYC, EDD and AML.

Professional Experience

07/2024-Present First Franklin Financial Corporation Cayce, SC

Assistant Manager

Ensures effective customer relations by responding accurately, timely and courteously to telephone, written, web or walk-in inquiries.

Provides prompt, accurate, thorough and courteous responses to all customer inquiries.

Initiates or processes adjustments and performs other research as needed to resolve inquiries.

Follows through on complaints until resolved.

Maintains accurate records on complaints or other customer comments, and makes recommendations for changes.

Facilitates process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.

07/2023-07/2024 First Citizens Bank Columbia, SC

Mortgage Processing Assistant

Facilitated the accurate and timely completion of home real estate loan applications.

Made initial contact and followed up with clients.

Gathered information for new loan underwriting.

Complied with consumer protection laws and requirements.

Worked closely and communicated with loan officers, underwriters, realtors and prospective buyers.

Provided support throughout the mortgage loan application process.

Collected, analyzed, and reviewed supporting loan documentation in accordance with loan guidelines.

10/2020 – 07/2023 Wells Fargo, NA Columbia, SC

Lead Customer Success Specialist

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

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

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

•Educated customers regarding products and services.

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

•Collaborated with team members and management on proven strategies to 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.

•Developed and designed training curriculum in compliance with company standards.

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

•Answered billing related questions and worked with clients to address any billing concerns

•Reconciled any discrepancies found in billing processing

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.

•Detected billing issues, initiated corrective action and resolved problems with customer billings

•Reconciled any discrepancies found in billing processing

•Research documentation and examine and verify accuracy for submitting title applications

•Ensured filing of title applications was compliant with state law

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 and 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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