ANA GUZMAN
Frisco,TX
Summary
Financial services professional with experience managing client relationships, supporting treasury and cash management needs, and leading teams in a regulated environment. Skilled at building strong client relationships, improving processes, and working closely with internal teams to resolve issues and deliver a positive client experience. Known for being dependable, detail oriented, and committed to providing high quality service.
Overview
4
4
years of professional experience
Work History
Client Service Associate
J.P. Morgan Chase & Co.
07.2025 - Current
- Serve as a primary point of contact for commercial banking clients, providing support for treasury and cash management services and addressing day to day client needs.
- Build and maintain long term client relationships by understanding client needs, resolving service issues, and providing timely follow-up.
- Partner with internal stakeholders to coordinate client requests, resolve complex issues, and provide solutions that support a positive client experience.
- Assist clients with account openings and required documentation, ensuring requests are completed accurately and efficiently.
- Manage and track client requests and open items to ensure appropriate follow-up and timely resolution.
- Participate in projects focused on improving client service, streamlining processes, and enhancing operational efficiency.
- Review client feedback and service trends to identify opportunities to improve processes and strengthen the overall client experience.
- Collaborate with stakeholders to implement technology solutions that improve efficiency and better support client needs.
- Create and maintain an Excel tracker for weekly and biweekly client meetings to organize open items, clarify outstanding questions, document next steps, and ensure timely follow-up.
Fraud Operations Team Lead
J.P. Morgan Chase & Co.
09.2023 - 06.2025
- Led and coached a team of 12 fraud specialists, providing daily guidance, performance management, and ongoing development.
- Monitored and improved key performance indicators including quality scores, first call resolution, average handle time, and decision accuracy.
- Reviewed and approved complex wire transactions, check deposits, and high-risk account activity while ensuring adherence to bank policies and procedures.
- Promoted a strong risk management culture focused on protecting both clients and the bank from fraudulent activity.
- Monitored performance metrics to identify areas for process improvement and training needs.
- Ensured compliance with company policies and procedures related to operations.
- Conducted regular meetings with team members to review progress on projects and discuss any issues or concerns they may have had.
Fraud Operations Specialist
J.P. Morgan Chase & Co.
10.2022 - 09.2023
- Investigated potential fraud activity and assisted clients with account security concerns and transaction disputes.
- Analyzed account activity and transaction patterns to identify suspicious behavior and mitigate risk.
- Maintained strict compliance with regulatory requirements and internal risk-management policies.
- Managed high call volumes while maintaining professional communication standards.
- Documented customer interactions in the system for record keeping purposes.
- Trained new staff on company policies and call handling procedures.
Education
Bachelor of Arts - Economics
Skills
- Client Relationship Management
- Client Onboarding & Account Support
- Treasury & Cash Management Support
- Client Retention & Satisfaction
- Regulatory Compliance & Risk Awareness
- Project Coordination
- Process Improvement
- Team Leadership & Coaching
- Microsoft Office Suite
- Problem Resolution
- Verbal and Written Communication
- Attention to detail
- Account management
- Collaborative team player
Timeline
Client Service Associate
J.P. Morgan Chase & Co.
07.2025 - Current
Fraud Operations Team Lead
J.P. Morgan Chase & Co.
09.2023 - 06.2025
Fraud Operations Specialist
J.P. Morgan Chase & Co.
10.2022 - 09.2023