FRANCES ANDRES

• Developed channels to prospect new Treasury Management clients and manage prospect pipeline.
• Facilitated calls on prospective customers in order to develop new Treasury Management relationships.
• Identified and solved issues with production, workforce and material sourcing to drive business objectives.
• Managed the treasury and online banking department.
• Created and published procedures and policies for treasury management and cash management products.
• Collaborated with Bank's BSA officer, Compliance Officer, and Risk officer for new account onboarding policies and procedures.
• Resolved issues and recommended actions based on production and compliance reports.
• Act as liaison between the client, sales team, online banking department, and deposit operations throughout the account onboarding process and client trainings.
• Managed all product implementation of treasury management products and services including online banking, ACH, wire transfers, remote deposit capture, sweeps, ACH and check positive pay account reconciliation, cash vault, and other cash management products
• Performed client site visits, remote deposit capture installs and client training for online banking and cash management services
• Led operational team in creation, roll out and management of new product lines.
• Hired and managed employees to maximize productivity while training staff on best practices and protocols.

• Performed banking, business administration and financial tasks to guarantee five-star service for clients.
• Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
• Assisted clients with issues or requests and mentored employees on customer service techniques.
• Communicated with Branch Operations Manager to inform of quality control checks and findings.
• Conducted cash and key audits for controls and compliance.
• Kept up-to-date and accurate funding accounts for internal departments, key programs and special projects.
• Participated and led bank core processing conversion in March 2019.
• Developed channels to prospect new Treasury Management clients and manage prospect pipeline.
• Developed and implemented strategies for top-tier customer service.
• Recommended new procedures to boost consistency and customer experiences.

Achievement: Promoted from Operations Specialist to VP - Treasury Management Officer.

• Tracked and analyzed reports to determine needed improvements.
• Assisted various departments with change by communicating new improvement plans and expectations.
• Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
• Motivated and trained employees to maximize team productivity.
• Generated reports of findings to help management with making key decisions.
• Subject-Matter Expert and primary contact for Regulation E Claims and Disputes.
• Created Job-aid for Debit card, REG E Claims and Disputes for the bank.

• Subject-Matter Expert for Debit Card functions
• Subject-Matter Expert and Main person for Regulation E Claims and Disputes.
• Created Job-aids for Debit card, REG E Claims and Disputes, Change of address and FraudGuard for the Account Services Department.
• Provided training to Branch Managers, Supervisors and Bankers on all Debit Cards functions.
• Educated clients on relevant policies and options and answered questions to remedy issues.
• Listened to clients and assisted with navigation of complex systems involved in Debit Card transactions.
• Promptly responded to inquiries and requests from prospective customers.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Award: Thumbs up Recognition 2014 and 2015

• Assisted front-line staff with handling difficulties, resolving problems and managing large transactions.
• Motivated, trained and disciplined employees to meet performance benchmarks.
• Oversaw opening and closing of branch and monitored overdrafts, wire transfers, collections and stop payment orders.
• Maintained scheduling for main branch to keep shifts appropriately staffed.
• Collaborated with other supervisors to coordinate activities of individual team members and departments.
• Delivered product and service quality and inspired team members to reach and maintain department goals and objectives.
• Set schedule for tellers and customer service representatives.
• Improved office operations by automating client correspondence, record tracking and data communications.
• Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Executed wire transfers, stop payments and account transfers.
• Kept up-to-date and accurate funding accounts for internal departments, key programs and special projects.