Client Services & Compliance Operations Specialist

Josephine (Josie) Gallo

Stirling, NJ *****/908-***-****

*****.*********@*****.***

https://www.google.com/search?q=https://linkedin.com/in/josephine-gallo-a07b9921a

PROFESSIONAL SUMMARY Detail-oriented and high-performing operations and client service professional with extensive experience in the financial services and banking sectors. Proven track record of managing complex client relationships, resolving high-tier technical and service escalations, and maintaining flawless adherence to regulatory compliance standards. Recognized for an unwavering commitment to operational excellence, absolute integrity, and a proactive, client-first approach. Fluent in English and Italian.

CORE COMPETENCIES

Client Relationship Management (CRM)

Case Management & Escalation Resolution

Risk Mitigation & Regulatory Compliance

BSA/AML Audit Standards

Banking & Credit Union Operations

Cross-Functional Collaboration

Training & Onboarding

Bilingual Proficiency (Italian)

PROFESSIONAL EXPERIENCE

PEAPACK PRIVATE BANK & TRUST Boonton, NJ Private Banking Specialist / July 2025 – December 2025

Client Relationship Management: Cultivated deep, trust-based relationships with key client households, providing concierge-level service that consistently drove high client retention and satisfaction.

Financial Analysis: Utilized data and financial metrics to evaluate client balance sheets and cash flows, providing accurate operational insights.

Portfolio Management: Delivered comprehensive guidance across deposit and account verticals, aligning services with complex client profiles.

Risk & Compliance: Maintained meticulous adherence to all banking regulations, ensuring 100% compliance and flawless audit readiness across a high-value private banking portfolio.

FISERV Berkeley Heights, NJ Client Services Manager / Specialist March 2022 – November 2024

Escalation Resolution: Spearheaded resolution strategies for high-priority client escalations regarding software system outages and complex account case management.

Operational Oversight: Managed day-to-day service delivery for credit union clients utilizing specialized Portico banking software, ensuring strict adherence to Service Level Agreements (SLAs).

Process Improvement: Coordinated workflows to streamline operations, reduce response times, and improve overall team efficiency.

Talent Support: Collaborated closely with human resources and recruiting panels to interview, select, and successfully onboard high-quality talent.

TD BANK Morris County, NJ Store Operations Lead January 2014 – October 2021

Operations & Execution: Directed daily branch operations, ensuring strict quality, risk mitigation, and compliance standards were met across all banking functions.

Consumer Lending Support: Oversaw consumer lending production for the branch, managing document verification, compliance workflows, and quality control.

Coaching & Training: Facilitated daily operational debriefings and one-on-one skills coaching sessions to streamline employee workflows and optimize client service.

Audit Readiness: Consistently maintained top-tier internal audit ratings by proactively enforcing risk management and banking security policies.

EDUCATION

Bachelor of Arts in Sociology (Minor in Business Management) College of Saint Elizabeth, Convent Station, NJ

LANGUAGES

English: Native Proficiency

Italian: Bilingual Proficiency (Written and Spoken)

Contact this candidate