Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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April Zecca

Barhamsville,VA

Summary

Highly-motivated professional with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

12
12
years of professional experience

Work History

Relationship Banker

Bank of America
Newport News, VA
06.2021 - Current
  • Assisted customers in opening new checking and savings accounts, as well as other banking services such as wire transfers, direct deposits.
  • Identified customer needs through conversations and offered appropriate banking products to meet their requirements.
  • Adhered to strict confidentiality protocols to maintain safety of customer and bank information.
  • Conducted regular reviews of customer portfolios to identify opportunities for additional products or services that could benefit them financially.
  • Educated customers on options for managing financial transactions by leveraging technology, tools and resources.
  • Collaborated with mortgage and wealth management partners to assist customers with specialized needs.
  • Participated in training and mentoring of new associates, assisting with onboarding .
  • Alleviated issues quickly by getting in touch with customers and explaining steps for successful resolution.
  • Approached prospective clients through emails and cold calling to consistently meet sales targets.
  • Multi task between several work applications, developing customers financial goals.
  • Providing excellent customer service, earning 10 star reviews from customers.
  • Uploading and reviewing documentation for legal account cases.

PPP SPOC Loan Reviewer

Bank of America
WFH, VA
03.2019 - 06.2021
  • Promoted to a head SPOC and provided training and guidance to junior reviewers regarding best practices when conducting reviews
  • High customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Documented all review processes including notes, observations, analyses, recommendations.
  • Reviewed, processed, closed and administered small business loan applications under the CARES Act Paycheck Protection Program.
  • Successfully closed an average of 10 loans per day, reviewing over 200+ financial documents.
  • Ensured loans/cases were completed on time.
  • Complied with regulatory requirements, including Bank Secrecy Act and Anti Money Laundering.
  • Answer inbound calls through synergy to assist small business clients with inquiries, concerns or questions about the PPP Loan forgiveness.
  • Documented all changes made during case reviews in accordance with relevant policies and procedures.
  • Conducted interviews with clients to obtain additional information as needed.
  • Analyzed documentation in client files, including financial documents, to ensure accuracy and completeness.
  • Coordinated between various entities to manage cases.

Client Service Representative

Bank of America
Newport News, VA
05.2012 - 02.2019
  • Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
  • Provided customer service support to clients in a timely and efficient manner.
  • Maintained customer records in the database system.
  • Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
  • Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
  • Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
  • Scheduled and confirmed appointments based on customer availability.
  • Resolved customer inquiries and complaints via phone, email, or other communication channels.
  • Answered incoming calls from customers regarding billing inquiries, technical issues, product concerns.
  • Adhered to all applicable laws and regulations while performing job duties.
  • Ordered and maintained cash inventory through Vault, ATMS and TCD(Teller Cash Dispenser)
  • Managed client accounts by providing accurate data entry services.
  • Managed and updated physical and digital client account information to keep records accurate and current.
  • Collaborated cross-functionally, remaining up-to-date on products, services and policies to inform clients.

Education

High School Diploma -

Lely High School
Naples, FL
05-2011

Skills

  • Customer Relations
  • Self Motivation
  • Document Analysis
  • Problem-Solving Abilities
  • Adaptability and Flexibility
  • Analytical and Critical Thinking
  • Organizational Skills
  • Multitasking
  • Data Entry
  • Relationship Building
  • Effective Communication

Accomplishments

  • Awarded Digital Champion of the Upper NC-Hampton Roads Market for exceeding in digital goals. Lead Market calls with Market leader and FC Managers. Shared my skills on how to be successful with digital process. (2023)
  • Gold Global Recognition for Exceeding CSR Goals. Also was lead CSR for the Hampton Roads Market, lead calls for market over ideas on how to become successful in the CSR role for financial referrals. (2013)
  • Bronze Global Recognition for Leadership. Assisting with questions and guidance while supervisor wasn't available. (2020)
  • Bronze Global Recognition for Taking Ownership. Market Leader observed interaction with client. Took ownership of the clients financial concern by providing the right guidance and advise. (2023)

Timeline

Relationship Banker

Bank of America
06.2021 - Current

PPP SPOC Loan Reviewer

Bank of America
03.2019 - 06.2021

Client Service Representative

Bank of America
05.2012 - 02.2019

High School Diploma -

Lely High School

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April Zecca