Relationship Manager Customer Service

SUSAN M. FUERTE

708-***-****, ************@*****.***, Shorewood, Illinois, 60404

SKILLS

• Business Banking

Merchant Service and Treasury Management

guidance

•

• Consultative sales

• Time Management

• Marketing Campaigns

• Customer Obsession

• Profit and Loss Management

• NMLS Member

PROFESSIONAL SUMMARY

Dynamic Senior Relationship Manager with a proven track record at Bank of America, excelling in business banking and customer service excellence. Achieved 175% over sales goals while enhancing client relationships through consultative sales. Skilled in compliance and fraud prevention, driving significant growth in client portfolios and satisfaction.

EXPERIENCE

Senior Relationship Manager (Senior Banker), Aug 2022 - Current Bank of America, Naperville, Illinois

Manage a book of 100 existing small business and 100 existing personal clients; ensuring high levels of customer satisfaction and achieved new client growth by generating leads through word of mouth, cold calling, and referral generation.

•

Use consultative sales approach to learn about the needs of each client and deliver tailored customer solutions for their unique needs such as, merchant services and treasury management. Obtained in last 2 quarters recognition for most referrals sent to merchant services in the whole market. Target achieved 175% over goal.

•

Refer clients to other bank departments when specialized services were needed, such as mortgage or investment advice to expand relationship. In the last year received numerous awards and recognition for surpassing closed referrals to Merrill for business and personal clients. Target achieved 150% over goal..

•

Develop customers efficacy on how to effectively use company's products or services, especially digital methods of banking.

•

Collaborate with branch team members to achieve overall sales targets and objectives. Attend meetings to streamline processes and enhance product knowledge.

•

Participate in community events to represent bank and build positive brand image such as, student engagement and local not-for-profit financial literacy programs.

•

Relationship Banker, Dec 2018 - Aug 2022

JPMorgan Chase Bank, Bolingbrook, Illinois

Provided customers with options to help them make the most of their time and treasure by introducing COI partners in the areas of lending, merchant services and Chase Private Client (investments/retirement)…lending champion in the areas of referred business

•

• Ascertained over 2 Million in investment referrals in 1 year Outstanding skillset in opening all types of accounts; managed clients with ancillary needs such as wire transfers, online and mobile banking, trust/estate accounts, business account needs, fraud and elder abuse mitigation

•

Exceeded numbers month over month; growth currently is at 135% over goal, for the year

•

• Received perfect customer service shops for excellent customer service. Developed new bankers in their role making sure they were taught proper protocol in new account opening procedures and directives set forth in out P&P guide.

•

Helped team get to 5 star gold in quarterly customer experience shops rating and stay consistently ranked in gold tier.

•

Office Manager/Agent, Dec 2017 - Dec 2018

Fox River Insurance Agency/AAA Insurance, Aurora, Illinois

• Managed office for Entrepreneurial Agent while absent

• Called on clients for delinquent payments

Prospected daily for new clients through asking for referrals, lead campaigns, re- quotes and cold calling, using consultative sales approach-going out to membership events (table events) with different corporations, small businesses and schools in the surrounding areas to tell them about the advantages of being a AAA member and what our agency can do for them and their employees

•

Procured new AAA roadside assistance and wrote $70,000 in new premium Y-T-D and added to our membership numbers

•

Personal Banker, Aug 2016 - Oct 2017

Fifth Third Bank, Naperville, Illinois

Used consultative sales approach to enhance every interaction with client to find out more about their immediate and future needs

•

Collaborated alongside of our affiliate partners in the areas of mortgage, investment banking and business banking to offer client base a wider array of solutions

•

Named consumer lending champion in branch for the year booking 2 million dollars under management for the fiscal year 2016-2017, surpassing lending gap by 150% over goal

•

Office Manager, May 2007 - Aug 2016

Allstate Insurance, Chicagoland

Licensed to write and bind insurance policies in areas of property, casualty, and fixed life insurance products

•

Organized and restructured daily cross sell efforts to maximize market share of company

•

Utilized warm-calling, mass mailing, and transfer of influence techniques to attract and capture new business clients

•

• Maximized goals by 175% consistently

Ensured that keeping the client at the center of the office's daily activity was kept in the forefront especially in matters of claims handling

•

EDUCATION

Life Insurance Producer License

Agent/Broker Review Company, Springfield, Illinois Property and Casualty Insurance Producer License

Agent/Broker Review Company, Springfield, Illinois LANGUAGE

Native

English

Contact this candidate