Angel Rivers
Gardendale,AL
Summary
Results-oriented professional with 15 years of experience and a proven knowledge of conflict resolution, customer communications, and procedure standardization.
Professional real estate expert known for high standards and results-driven approach. Proven ability to build strong client relationships and successfully close transactions. Highly reliable team player who adapts fluidly to changing market conditions. Skilled in negotiation, property valuation, and client communication.
Overview
17
17
years of professional experience
Work History
Licensed Real Estate Agent
PR Realty & Associates
Birmingham, AL
06.2023 - Current
- Facilitated property showings, showcasing features to potential buyers and enhancing client experience.
- Negotiated contracts, ensuring favorable terms for clients while adhering to legal standards.
- Conducted market analysis, providing clients with comprehensive insights for informed decision-making.
- Developed marketing strategies utilizing digital platforms to increase property visibility and attract buyers.
- Led local community outreach initiatives, enhancing brand presence and establishing PR Realty as a trusted resource.
- Resolved client concerns related to home purchases to maintain high satisfaction ratings.
- Streamlined transaction processes by implementing efficient documentation systems and timelines.
- Coordinated inspections, appraisals, repairs, and other steps in the transaction process as required by buyer or seller needs for smooth closings.
AVP, BUSINESS UNIT OPERATIONS SUPERVISOR
Regions Bank
Hoover, AL
05.2022 - Current
- Manage and develop a team of 11 associates in a Customer Service/Regulatory task processing role.
- Evaluate associate performance to ensure that Service Level expectations are met.
- Facilitate team meetings to provide development and ensure that a level of productivity is maintained.
- Develop and monitor growth tracks for bankers to ensure productivity is maintained and issue any disciplinary to ensure adherence for policies and procedures.
- Audit, balance and certify general ledgers and internal deposit accounts to balance incoming credits/debits and outages to meet end of month balancing controls.
- Perform regulated audits to ensure compliance with internal control standards.
- Routinely meet with Compliance partners and business liaisons to mitigate any potential risks.
- Perform complex research on behalf of external third party groups such as Subpoena, Legal and other government entities.
- Develop and update processes and documents to ensure clear guidelines are documented.
- Research and resolve any escalated customer complaints in adherence to regulations.
- Strategize and engage with our Contact Center Compliance, Risk partners and other business units to identify process improvements and areas for automation. Act as a SME, review process maps and perform UAT testing for collaboration initiatives.
- Collaborate annually with external vendors to review current income and revenue, evaluate competitive market pricing and assess automation capabilities and future pricing projections.
- Oversee and manage the Ariba Spend Management orders.
CONTACT CENTER SUPPORT SENIOR
Regions Bank
Hoover, AL
01.2017 - 05.2022
- Assist leadership with overseeing a team of 9 associates in a Customer Service/Regulatory task processing role.
- Resolve escalated Supervisor calls and requests in regard to Credit Verification.
- Develop and update KRIS documents that extensively outlines all business unit processes.
- Daily monitor task Service Levels to ensure that expectations are met.
- Facilitate weekly team meetings to review policy and procedure, technology enhancement, or departmental changes within the organization.
- Facilitate and oversee team engagement activities to boost and maintain team morale.
- Analyze agent performance to achieve growth in development by conducting monthly One on One sessions to review incoming customer calls, regulatory tasks, and agent rankings.
- Perform both regulatory routine and non-routine audits on tasks.
- Oversee call queue performance to ensure adherence to established response time standards and expectations.
- Balance various General Ledger and Regions deposit accounts that are utilized by Contact Center Support.
ACCOUNTING SPECIALIST II - TEAM MENTOR AND OJT COACH
Regions Bank
Hoover, AL
01.2011 - 01.2017
- Maintain the queues for SRW Fulfillment and SRW Management Console for the Account Closings process.
- Utilize Teller Capture to close DA, TD, TI and Commercial accounts.
- Process external Cashier Checks, transfers, and fee waivers.
- Correspond with branch associates regarding notarized request inquiries for deceased customers.
- Process manual checks for Recovery, Foreclosure, Bankruptcy and Payroll departments.
- Develop and update processes and procedures by corresponding with Collections Compliance department for Monetary Risk.
- Assist associates with escalated requests.
- Facilitate training on Collection processes and create job aides.
ACCOUNTING SPECIALIST
Regions Bank
Hoover, AL
01.2009 - 01.2011
- Perform inbound and outbound calls with branch representatives regarding missing and misapplied payments.
- Balance daily processing logs from internal and external sources pertaining to branch credit and debit General Ledger postings.
- Process IBS Ticket payments.
- Balance all credit and debit for General Ledger Databases.
- Post payments to Charged Off accounts for Commercial, Mortgage, ACH, DDA and Savings accounts.
- Reverse Recovery NSF Payments and Fees.
- Balance the outstanding Cashier Check Database.
- Process branch ACH ATM deposit and transfer rejects.
- Reverse NCO payments on Mortgage and ACLS accounts.
- Create checks for double payments made on mortgage and ACLS accounts.
- Process recovery account offsets.
Education
Business Administration -
Lawson State
Birmingham, AL06-2012
Skills
- Microsoft Word
- Microsoft Excel
- PowerPoint
- Customer Service
- Social media promotion
- Real estate marketing
- Real estate software
- Local market expertise
Timeline
Licensed Real Estate Agent
PR Realty & Associates
06.2023 - Current
AVP, BUSINESS UNIT OPERATIONS SUPERVISOR
Regions Bank
05.2022 - Current
CONTACT CENTER SUPPORT SENIOR
Regions Bank
01.2017 - 05.2022
ACCOUNTING SPECIALIST II - TEAM MENTOR AND OJT COACH
Regions Bank
01.2011 - 01.2017
ACCOUNTING SPECIALIST
Regions Bank
01.2009 - 01.2011
Business Administration -
Lawson State