Benjamin Walls
Palm Coast
Summary
Dedicated digital banking support specialist with over 7 years of experience. Demonstrated success in managing complex projects, training teams, and streamlining processes to boost efficiency and drive continuous improvement.
Overview
12
12
years of professional experience
Work History
Technical Support Advanced Rep III
Jack Henry & Associates
09.2021 - Current
- Support multiple Core products within JHA such as Silverlake, CIF 20/20, Core Director, and Banno Business.
- Facilitated banker support inquiries, ensuring timely and accurate responses to enhance client satisfaction.
- Collaborated with cross-functional teams to streamline communication processes, improving overall efficiency.
- Managed account setups and maintenance, ensuring compliance with company policies and procedures.
- Assisted in training new representatives on product offerings and customer service best practices.
- Analyzed bank feedback to identify trends and implement improvements in service delivery.
- Developed detailed documentation for customer interactions, contributing to knowledge base enhancement.
- Coordinated system updates and troubleshooting efforts to minimize downtime for clients.
- Increased banker satisfaction by addressing and resolving complaints in a timely manner.
Electronic Banking Connect Solutions Team Leader
Main Street Bank
11.2015 - 08.2021
- Led team in achieving operational goals through effective communication and collaboration.
- Developed training programs to enhance staff performance and customer service skills.
- Streamlined processes, resulting in improved efficiency and reduced turnaround time for customer requests.
- Implemented performance metrics to assess team productivity and drive continuous improvement initiatives.
- Support products such as ACH, Domestic/International Wires, Online Banking, Mobile Banking, BillPay, RSA, and Merchant Services.
- Partner with loan officers and bankers to build their clients services using Silverlake, NetTeller, Smartpay, FIS, iPay, and our merchant services providers.
- Remote and on-site training and installations of digital products.
Teller
Wells Fargo
02.2014 - 11.2015
- Processed customer transactions with accuracy and efficiency.
- Managed cash handling and ensured compliance with financial regulations.
- Trained new staff on operational procedures and customer service standards.
- Resolved customer inquiries, enhancing overall satisfaction and loyalty.
Education
High School Diploma -
Abeka Academy
Pensacola, FLSkills
- Customer support
- Goal-oriented mindset
- Customer relations
- Data entry proficiency
- Technical troubleshooting
- JHA Product expertise
- Proficiency with project management suites (Jira) and reporting tools (Cognos)
- Experience collaborating across Treasury Management, Deposit Ops, IT
- Strong analytical skills with proficiency in Microsoft Suite
- Project management, planning, and organizational skills
- Comfortable with rapid pace and ambiguity
Timeline
Technical Support Advanced Rep III
Jack Henry & Associates
09.2021 - Current
Electronic Banking Connect Solutions Team Leader
Main Street Bank
11.2015 - 08.2021
Teller
Wells Fargo
02.2014 - 11.2015
High School Diploma -
Abeka Academy