ALICIA FLANAGAN
Plano,TX
Summary
Experienced Client Service Manager specializing in real estate, consistently exceeding client expectations and fostering lasting relationships. Energetic, collaborative, and adept at tackling challenges. Seeking to utilize skills to drive results in a dynamic work setting.
Overview
18
18
years of professional experience
Work History
Client Relationship Manager - VP
JP Morgan Chase- CCBSI Real Estate
01.2024 - Current
- Contribute to strategic client reviews and long-term planning and partner with Banking and Sales on growth opportunities
- Manage/resolve client escalations and issues
- Help the coordination and project management of product implementations and service related needs
- Assist in relationship review documents, visualizations from data sets
- Maintain ongoing relationship management routines
- Manage project meetings for large client implementations and create and manage planning for projects such as migrations, year-end pricing changes, etc.
- Work with Risk partners for certain elements of risk management including fraud prevention.
- Help coordinate and facilitate RFPs responses and participate in RFPs where applicable
- Coordinate with the banking team to participate in sales pitches for prospect clients to show the value add of the service model
- Operational and functional knowledge of treasury and cash management products to be able to address and coordinate the resolution of set-up, invoice and billing issues
- Coordinate with the Banker and operational partners, such as Client Data Management Team, & KYC, to assist with the onboarding of new to bank clients and to assist with periodic client renewals
- Daily partnership with internal partners: Treasury Officer, Baker, Onboarding and KYC
- Main point of contacts for North East and Central Real Estate clients
- In charge of coordinating monthly management meeting to review and discuss prior month surveys and client complaints
- Analyze and understand client data to identify negative trends and fraud preventive opportunities
- Run Data reports to review Client Service Associate productivity
- Evaluate team and individual performance to ensure the clients are properly covered by the associates and that their careers/goals are on track
- Constantly working in building a culture of trust, transparency and integrity in our team
- Attract, develop and retain top talent
- Use experience and best practice to manage, lead and run success within our team
Client Service Manager - VP
JP Morgan Chase- CCBSI Real Estate
09.2019 - 01.2024
- Assists lead the Client Service Real Estate Market
- Manage 11 Client Service Associates
- Daily partnership with internal partners: Treasury Officer, Baker, Onboarding and KYC
- Main point of contacts for North East and Central Real Estate clients
- In charge of coordinating monthly management meeting to review and discuss prior month surveys and client complaints
- Analyze and understand client data to identify negative trends and fraud preventive opportunities
- Run Data reports to review Client Service Associate productivity
- Evaluate team and individual performance to ensure the clients are properly covered by the associates and that their careers/goals are on track
- Constantly working in building a culture of trust, transparency and integrity in our team
- Attract, develop and retain top talent
- Use experience and best practice to manage, lead and run success within our team
- Current Committees:
- Fire Warden – Plano Office, Building B and 2nd Floor
- Plano Neighborhood Coordinator
- Survey and Complaint Review Management Committee
- Client Experience Team
Client Service Senior Associate
JP Morgan Chase- CCBSI Real Estate North East
08.2017 - 08.2019
- Currently manage a portfolio of 19 relationships
- Main point of contacts for North East and Central Real Estate clients
- Daily client interaction and responsible for providing resolutions to simple and complex issues affecting assigned clients
- Constant high-dass service performed to archive high client satisfaction and client trust that will lead to future growth
- Knowledgeable of banking products and services
- Educating clients on bank’s products, services and requirements
- Coordinate and participate on weekly conference calls to review the list of pending items and their progress
- Promote to face client visits with the Client Executive Teams and Treasury Officers yearly or as needed
- Quarterly Billing Statement reviews completed to help clients find cost efficiency, identify any unnecessary products and to identify any visible inconsistent pricing
- Fraud Diagnostic Reviews performed quarterly to identify sales opportunity and identify gaps that may experience fraud activity
- Lead the account opening process and creation of work orders via Deal Manager
- Daily collaboration with internal partners to delivery excellent client service experiences to our customers
- As the Senior Associate in the NY hub daily assistance and coaching is provided to the new Client Service Associates to understand bank procedures that will lead to the inquiry resolution
- Assist in overseeing the NY Team’s performance and closely working with Senior Management in keeping the team in track with deliverables
- Committees 2018 to present
- Liquidity Advisory Board – Assisting in the reviewing of various Liquidity related policies and procedures
- Audit Advisory Board – Assisted with audit related procedures in great effort to improve responses and efficiency during the audit confirmation season from various auditors
- Deputy Fire Warden at 4 NY Plaza 15th floor – Daily in monitoring of floor emergencies that require further research or evacuation. In charge of coordinating yearly meetings with the Fire Safety Team made up of 9 colleagues and go over their respective duties
Senior Client Service Professional
JP Morgan Chase- Commercial Real Estate NE
05.2015 - 07.2017
- Actively participated and coordinated the transferring of 120 Chicago based clients from our Chicago hub to the NY hub
- Assisted in the hiring process of two Client Service Professional to cover the Chicago clients in NY
- Generated the training curriculum for our newly hires and trained them on the Client Service functions
- Worked closely with the Bankers and TMOs to introduce the new team to our internal partners as well as scheduled and participated with the client introductions
- As Senior Client Service Professional one of the key tasks was also to build positive relationships with the new customers and create a seamless transition
- Monitored the client temperature among the team and liaised with Management to improve any the service being delivered
- Travel to the Central states with the management team in the effort to smooth the transition
- Managed 40 tier 1,2 and tier 3 Chicago based clients from account opening, inquiries, billing and product set-ups
- Committees 2015 –
- Security Document Exchange Committee- Monthly meetings held in the effort to create electronic account opening documents to be delivery to and from clients via a secured portal
- Member of the Branch Experience Team – Monthly meetings held with colleagues to review branch procedures and changes affecting branch services deliverables to our Commercial clients
- Fire Warren for the 14th floor with a team of 5 employees- Monitor floor for emergencies and delegated Fire Safety duties
Senior Client Service Professional
JP Morgan Chase- Commercial Real Estate NE
11.2007 - 04.2015
- Responsible for 19 NY based clients with an estimated yearly revenue of $15 million
- Daily client interaction and point of contact for the Commercial Real Estate customers
- Assisted and researched resolution to complex issues presented by the customers
- Coordinate and participate in conference calls and face to face client visits with the Client Exec, Treasury Officer & Relationship Professionals (annually & quarterly)
- Responsible for negotiating and resolving daily client overdrafts
- Monthly review of Analysis Billing Statements for responsible portfolios to identify sell and cost saving opportunities for the customers
- Partner with the Treasury Officers to educate and sell Treasury Products to Real Estate clients
- Assist the Bank and our clients with various documentation remediation projects
- Coached and Trained Aiman Tariq (Summer 2011 intern) about the Commercial Real Estate business and exposed her to the daily responsibilities of a Senior Client Service Professional
- Responsible for creating maintenance and set-up jobs through Deal Manager and service portal
- Committees 2015 –
- Security Document Exchange Committee- Monthly meetings held in the effort to create electronic account opening documents to be delivery to and from clients via a secured portal
- Member of the Branch Experience Team – Monthly meetings held with colleagues to review branch procedures and changes affecting branch services deliverables to our Commercial clients
- Fire Warren for the 14th floor with a team of 5 employees- Monitor floor for emergencies and delegated Fire Safety duties
Education
Master’s - organizational management
COLLEGE OF SAINT ELIZABETH
Morrison, NJ05.2012
BA - Business Administration
COLLEGE OF SAINT ELIZABETH
Morrison, NJ05.2009
Liberal Arts Associate Degree - undefined
FAIRLEIGH DICKINSON UNIVERSITY
Teaneck, NJ05.2003
Skills
- Excellent communication skills
- Skilled in organizing and managing schedules effectively
- Effective workload prioritization
- Results-driven professional
- Perform effectively under pressure
- Proficient in risk and compliance management
- Knowledgeable on banking products and services
- Quick learner
- Collaborative partnership development
Accomplishments
- Supervised team of 11 staff members.
- Resolved product issue by performing deep dive research and implementing the needed maintenance or set-ups.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
Spanish
Native or Bilingual
Timeline
Client Relationship Manager - VP
JP Morgan Chase- CCBSI Real Estate
01.2024 - Current
Client Service Manager - VP
JP Morgan Chase- CCBSI Real Estate
09.2019 - 01.2024
Client Service Senior Associate
JP Morgan Chase- CCBSI Real Estate North East
08.2017 - 08.2019
Senior Client Service Professional
JP Morgan Chase- Commercial Real Estate NE
05.2015 - 07.2017
Senior Client Service Professional
JP Morgan Chase- Commercial Real Estate NE
11.2007 - 04.2015
BA - Business Administration
COLLEGE OF SAINT ELIZABETH
Liberal Arts Associate Degree - undefined
FAIRLEIGH DICKINSON UNIVERSITY
Master’s - organizational management
COLLEGE OF SAINT ELIZABETH
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