Customer Service Vice President

Miguel A. Borrero

*** **** ******, ******, *** Jersey 07871 646-***-**** ************@*****.*** linkedin.com/in/borrero-miguel-376b7549

Profile

Dynamic Vice President who oversees every facet of the daily bank’s operations with strong project management, AML, BSA and CFE certified with great decision-making skills. Brings comprehensive knowledge in banking operations. Skilled at coordinating production plans and personnel resources to complete work under tight deadlines. Innovative Producer with 35 years in the Financial Industry. Visionary creator in customer service with demonstrated results in taking ideas from concept to delivery. Collaborative in working closely with strategic and creative teams to develop and produce ideas and content to continuously evolve our customer service delivery. Goal-driven banking professional. Well-versed in managing diverse customer needs with speed and efficiency. Maximizing satisfaction and bank revenue through hands-on service and support and persuasive communication skills.

Experience

Flagstar Bank 04/2025 - Present

Assistant Branch Leader

Business Performance: Drive market growth of primary client relationships and achieve growth targets in financial performance (deposits loans, and non-interest income). Actively seek and deliver the right client introductions to the right team member(s) to achieve growth targets and execute successful sales initiative.

Sales Leadership and Coaching: Support in the coaching, development and mentorship of the team members. Actively support the execution of partner produced sales and marketing initiatives. Reinforce training, development and coaching to branch teams on our mission and how to effectively engage in our broader communities and customers to deliver against our performance targets. Responsible for assisting the Branch Banking Leader with talent management functions including: employment, performance evaluations, staff development/training, disciplinary actions, succession planning and ensuring all staff comply with compliance requirements.

Client Experience: Deliver client engagement and education--using the tools and systems available. Foster a culture focused on providing an exceptional client experience with a commitment to delivering on our mission and purpose.

Risk Management: Identify and mitigate reputational, regulatory, employee and client risks by helping team members understand and adhere to all applicable bank policies and regulations. Meet operational excellence standards.

Performs special projects, and additional duties and responsibilities as required.

Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings. Accountable to maintain compliance with applicable federal, state and local laws and regulations

First Republic Bank – JPMorgan Chase 03/2003-01/2025

Vice President – Senior Regional Deputy – Project Management

Responsible for identifying, assessing and mitigating operational risk management framework.

Conducting risk assessments across various business units. Analyze data and trends to evaluate the serenity and likelihood of identified risk.

Implementing, preventive controls and ensuring compliance with regulatory requirements while proving strategic guidance to minimize potential financial losses and maintaining operational stability.

Establish and monitor preventive controls, including policies, procedures and internal controls to minimize risk exposure.

Updated and/or changed bank procedures by looking at current processes to identify control weakness associated with daily processes.

Collaborated with Bankers, Relationship Mangers and Onboarding Team to ensure proper onboarding of new clients.

Monitored outgoing wires using special software (Guadian Analytic) to prevent wire fraud.

Developed internal and external rapports to establish a positive, trusting relationship by actively listening and showing genuine interest in their needs and finding common ground by communicating openly and empathetically.

Working with the AML/BSA department to ensure compliance with all relevant regulations by monitoring transactions, identifying suspicious activity and reporting potential money laundering schemes to authorities.

Form strategic partnerships and connected with Preferred Bankers and Relationship Mangers to drive business development and participate in meetings with PB & RM to ensure our service levels.

Observe tight deadlines and strict budgetary controls to avoid waste and streamline costs.

Work closely with organizational leadership and board of directors to guide operational strategy.

Evaluate operational policies and procedures and company documentation to verify alignment with regulatory requirements.

Optimize operational processes using analytics tools to address client-specific metrics.

Present production ideas and determined creative scenarios for production and delivery.

Exhibit high energy and professionalism when dealing with clients and staff.

Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Increase efficiency and team productivity by promoting operational best practices.

Follow through on all critical inter-departmental escalations to increase customer retention rates.

Optimize customer support by establishing collaborative service environments through targeted operational initiatives.

Establish performance goals for employees and provide feedback on methods for reaching those milestones.

Identify and communicate customer needs to supply chain capacity and quality teams.

Successfully manage budgets and allocate resources to maximize productivity and profitability.

Recruit, interview, and hire employees and implement mentoring program to promote positive feedback and engagement.

Accomplish multiple tasks within established timeframe.

Develop and maintain relationships with customers and suppliers through account development.

Resolve staff member conflicts, actively listening to concerns, and finding appropriate middle ground.

Maximize performance by monitoring daily activities and mentoring team members.

Cross-trained existing employees to maximize team agility and performance.

Use industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Improve staffing during busy periods by creating employee schedules and monitoring callouts.

Define clear targets and objectives and communicate with other team members.

Assist in organizing and overseeing assignments to drive operational excellence.

Streamline and monitor quality programs to alleviate overdue compliance activities.

Improve marketing to attract new customers and promote business.

Communicate clearly with employees, suppliers, and stakeholders to keep everyone on the same page and working toward established business goals.

Onboard new employees with training and new hire documentation.

Manage and motivate employees to be productive and engaged in work.

Leverage data and analytics to make informed decisions and drive business improvements.

Establish team priorities, maintain schedules, and monitor performance.

Develop and implement business strategies to achieve business goals and stay competitive.

Launch quality assurance practices for each phase of development

Monitor and analyze business performance to identify areas of improvement and make necessary adjustments.

Plan and budget accurately to provide business with resources needed to operate smoothly.

Maintain a professionally organized, and safe environment for employees and patrons.

Maintain positive customer relations by addressing problems head-on and implementing successful corrective actions.

Evaluate employee performance and convey constructive feedback to improve skills.

Preventing wire fraud by continuously updating policy and procedures. Monitoring over 200+ wires on a daily basis by completing due diligence and using Guardian Analytics to capture potential fraud wires before the wires left the bank.

Chase Manhattan Bank - New York, New York 05/1990-03/2003

Client Service Manager AVP-Chase Private Banking Division

·Effectively manage the workflow of a staff of ten Client Service Assistance/Officers to ensure that priorities were established, and deadlines are met while fostering an environment of teamwork and cooperation.

·Aided less experienced staff with more complex transactions and problems to expedite processing/solution and developed staff capabilities.

·Identified and initiated training opportunities.

·Ensured adherence to all regulatory policies, operating procedures, and control.

·Responsible for data quality of account openings/closings.

·Researched fraud, errors, potential, or actual losses to ensure prompt and correct resolutions as well as keeping management informed of any developments.

·Prepared salary budget; performed Annual Performance Reviews and salary actions.

·Ensured adherence to all regulatory policies, operating procedures by performing monthly reviews of procedures and control as applicable to Business Segments.

·Managed all non-credit sales and servicing of Global Private Banking clients.

·Acted as a liaison between clients and management to find new business opportunities.

·Coordinated all client depository transactions, account opening, check orders, wires, and transfers while supporting close client contact.

·Researched errors and losses for purpose of risk management.

·Followed up on overdrafts while staying current with policy and procedure.

·Key contributor to client satisfaction by ensuring prompt and accurate resolution of client issues.

·Aided officers on the NY Entrepreneurs team, handling day-to-day customer service needs of high-net-worth clients while ensuring client relationship satisfaction.

Education

James Monroe – Bronx, NY

Licenses

ACFE - Certified Fraud Examiner

Skills & Abilities

Company Guidelines – AML & BSA, Wire Fraud, Wire monitoring, Writing and updating bank policy and procedures, Financial Management, People Management, Rules and Regulations, Crisis Management, Issue Resolution, Budget Management, Organizational Development, Verbal and Written Communication, Strategic Planning, Task Delegation, Innovation and Creativity, Contract and Vendor Management, Hiring and Retention, Regulatory and Legal Compliance, Recruiting and Hiring, Effective Interviewee.

Microsoft Outlook, Microsoft Word, Microsoft Excel, Global Payment System (GPP), PayPlus, Onbase, ACBS, SalesForce, Guardian Analytics, Client Relationship Browser (CRB), AFS loan payment and draw system, Flightpath (KYC), Teller insight, Connect, Microsoft Teams.

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