ALISSA ROSSI
Orlando,FL
Summary
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
14
14
years of professional experience
Work History
Financial Center Assistant Manager
BANK OF AMERICA
11.2014 - Current
- Manage the operations of the financial center, ensuring an environment of excellence and accuracy
- Develop and coach team members within the financial center to provide an exceptional client experience
- Mentor client service representatives, relationship bankers and relationship managers on referral chains across multiple divisions
- Educate staff on risk management, identifying and prioritizing high risk situations
- Provide accurate performance reporting, analyzing monthly goals with daily performance reports, and preparing account process to ensure the bank policies and procedures are within compliance standards.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
Talent Acquisition Coordinator
BANK OF AMERICA
06.2020 - 08.2022
- Facilitate the recruiting process, provide technical and logistical support to a team of recruiters who partner with various lines of businesses
- Manage the end-to-end hiring process and support new hire documentation requirements and prepare candidate information packages
- Partner with hiring managers and additional partners as required to facilitate the on-boarding process
- Review candidates offer letters, I9 and E-Verify process
- Assist with scheduling fingerprints and conduct follow-up of background checks to complete the hiring process for the candidate
- Oversee the compliance processes and adhere to applicable Bank of America HR policies and procedures and ensure local, state, and federal law guidelines are followed
- Additional duties include pre-screening applicants and scheduling interviews.
- Created effective talent acquisition training materials that supported culture and performance objectives.
- Completed talent acquisition and management for [Number]+ internal and external placements.
- Achieved high levels of candidate satisfaction by providing a transparent and supportive recruitment process from start to finish.
- Facilitated a smooth onboarding process for new hires by collaborating with HR partners to prepare necessary paperwork and orientation materials.
Mortgage Loan Officer
BANK OF AMERICA
09.2013 - 11.2014
- Proactively solicited new residential mortgage business and sold Bank of America mortgage products to meet established loan quality and production goals
- Continually identified, developed, and maintained quality network relationships that served as a recurring source of referrals for new mortgage lending opportunities
- Responded to customer inquiries
- Conducted interviews with prospective borrowers in order to analyze financial and credit data, determined customer financial objectives, and advised customers of product/pricing policies and guidelines, and gather any additional required information.
- Checked loan documents for accuracy prior to closing.
- Reviewed loan files and updated to match current standards.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Worked with underwriters to fix application problems and resolve issues.
- Collaborated with underwriting and processing teams to resolve issues and expedite loan approvals.
- Managed risk effectively by adhering closely to compliance guidelines during all stages of the loan origination process.
Personal Banker
BANK OF AMERICA
11.2011 - 09.2013
- Responsible for offering and selling financial products and services to both consumer and small business customers
- Ensured mortgage compliance regulations; including but not limited to FHA, VA, and USDA guidelines
- Conducted financial reviews to sell appropriate products to fit client needs
- Assisted in targeting sales/service/operation gaps and created awareness around progress on monthly key performance indicators
- Dealt with daily customer concerns, assisting in resolutions satisfying to both client and management
- Met and exceeded departmental referrals.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Leveraged advanced knowledge of banking products/services to deliver custom presentations that effectively addressed unique client needs.
Customer Marketing Account Manager II - Credit
BANK OF AMERICA
12.2009 - 11.2011
- Responsible for accepting incoming customer service calls from credit card clientele and develop rapport in order to deepen existing relationships by cross selling products and services
- Additional duties included answering service calls and providing customers with resolution to inquiries regarding their credit card, which led to additional sales such as upgrades and new credit card accounts.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
Skills
- Sales Management
- Strategic Planning
- Process Management
- Critical Thinking
- Team Building/Development
- Interpersonal Skills
- Strategic Analysis & Planning
- Operations Management
- Project management abilities
- Team motivation
- Business Development
- Workload Management
Awards & Recognition
- May 2023- Present, HOLA Central Orlando Co-Chair for Communications
- Diversity & Inclusion Market Champion
- 2023 Volunteer Honor Roll Award Recipient
Timeline
Talent Acquisition Coordinator
BANK OF AMERICA
06.2020 - 08.2022
Financial Center Assistant Manager
BANK OF AMERICA
11.2014 - Current
Mortgage Loan Officer
BANK OF AMERICA
09.2013 - 11.2014
Personal Banker
BANK OF AMERICA
11.2011 - 09.2013
Customer Marketing Account Manager II - Credit
BANK OF AMERICA
12.2009 - 11.2011