Billyjames Ortiz
Brentwood,NY
Summary
Dynamic and motivated professional with a proven record of generating and building relationships, managing projects from concept to completion, designing educational strategies, and coaching individuals to success. Skilled in the methods of scrum and agile to help build cross-functional teams, demonstrating exceptional communication skills, and making critical decisions during challenges. Adaptable and transformational leader with an ability to work independently, creating effective presentations, and developing opportunities that further establish organizational goals.
Overview
12
12
years of professional experience
Work History
Assistant Manager Financial Services
Teachers Federal Credit Union
2023.09 - Current
- Coach staff to cross-sell and track achievement against sales goals, and provide training on sales techniques
- Review loan applications and related documentation to ensure accuracy and completeness
- Approve wire transfers and notarize documents
- Implement special promotions and ensure current literature/brochures/marketing materials are accessible to members, ensure staff are aware of the programs, and tracking/reporting on achievement
- Cross-sell products/services by advising members of their benefits, features, and rates
- Review suspicious account activity and investigate potential fraud
- Review account transactions, examine checks, match signatures, write fraud tickets for fraud
- Participate in community relations activities
- Inspects the Branch facility daily for safety concerns
- Investigate ATM deposit issues, prepare/mail ATM correction letters to members
- Contact vendors for ATM and other branch equipment repairs
- Comply with Teachers policies, procedures, guidelines and related laws/regulations, and ensures that staff comply
- Ensure Branch security procedures are in place and keeps staff aware, maintain phone contact list and ensure related forms are available
- Perform all duties inherent in the role of a supervisor.
- Streamlined store operations for increased efficiency, implementing new processes and procedures.
- Developed strong working relationships with staff, fostering a positive work environment.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
Enterprise Payments
CapitalOne
2020.11 - 2023.09
- Use strong judgment and available resources to prevent fraudulent transactions
- Initiate/approve wire transfers of all amounts submitted via various channels (email and phone wires)
- Handle complex cases that need to be escalated to the legal dept or fraud by providing feedback on the call made
- Help facilitate biweekly departmental meetings alongside a group of my peers to go over the needs of the department
- Recommend process improvement for leaving customer’s voicemails to help create a better customer and associate experience
- Work with leadership to help create a more transparent and user friendly written procedure for all of Wire Services
- Which include but not limited to inbound calling, outbound calling, notating accounts, and how to process a wire from start to finish.
Multibranch Ambassador
CapitalOne
2017.06 - 2020.11
- Utilized up-to-date information to make effective decisions governing bank operations
- Represented the bank at community events to establish strong ties and promote business
- Continued education on current banking products and services through monthly bank training
- Created member account profiles on Capital one/Capital one 360 online banking program
- Answered telephone inquiries on banking products including checking, savings, loans and lines of credit
- Built and maintained productive relationships with internal and external executives to facilitate business success
- Prepared, sorted and distributed weekly recap reports to appropriate branches
- Defined strategies for branch activations and made proactive adjustments to maintain results
- Scheduled staffing for the main branch
- Processed quarterly Vault and ATM audits with a zero error rate
- Handled various accounting transactions
- Met with clients to generate new business and deposit growth
- Trained and directed new hires for branches through my leadership and experience
- Assessed clients' financial situations to develop strategic financial planning solutions and bank brand
- Pulled daily branch bi-weekly reports covering branch operations
- Rapidly and efficiently prepared ATM cash and change orders
- Trusted with the responsibility of opening and closing branches
- Given the responsibility to assist in the full closure of a branch location
- Covered multiple positions (manager, banker, and teller) when needed to support the branch.
Relationship Banker
Capital one Bank
2014.11 - 2017.06
- Proactively maximize sales opportunities
- Consistently use needs-based assessment tools to analyze and determine customer needs
- Recommend and sell appropriate solutions both in person and on the telephone or online
- Own personal development to achieve job proficiency, meet performance goals and obtain internal Banker Certification
- Educates customers on other banking channels as well as sales and service offerings
- Meet with prospects and customers as a result of outbound calling efforts, teller referrals and branch referrals in specialist areas including Investments, Small Business, and/or Mortgage to discuss and sell banking products.
Personal Banker
JP Morgan Chase
2012.04 - 2014.11
- Profile customers in order to assess their financial needs
- Create relationships with new Chase customers, by opening accounts
- Process various transactions, including deposits, payments, withdrawals and transfers
- Assist Investment Specialists by referring Business and Personal clientele with their specific financial needs (i.e., Mortgages, Retirement Accounts and Business Accounts)
- Educate customers regarding Chase's full suite of online and mobile services
- Responsible for opening procedures of Branch
- Responsible for balancing the cash drawer in the amount of $25K.
Education
B.A - Criminal Justice
John Jay College of Criminal Justice
New York, NYSkills
- Money Handling
- Customer Relations
- Team motivation
- Product and service knowledge
- Staff Training and Development
- Workload Management
- Retail Operations
- Staff Supervision
- Operations Management
Accomplishments
- Elected for the Capital One Hall of Fame in March 2018
- Achieved a score of 98 or higher on branch audits for multiple locations.
- Certified Scrum Master with four years of experience learning and using agile while using programs like Jira and Excel
- Acknowledged by QA in February of 2020 for my customer service
Timeline
Assistant Manager Financial Services
Teachers Federal Credit Union
2023.09 - Current
Enterprise Payments
CapitalOne
2020.11 - 2023.09
Multibranch Ambassador
CapitalOne
2017.06 - 2020.11
Relationship Banker
Capital one Bank
2014.11 - 2017.06
Personal Banker
JP Morgan Chase
2012.04 - 2014.11
B.A - Criminal Justice
John Jay College of Criminal Justice
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