Brian Bennett
Sunbury,OH
Summary
Banking professional with extensive experience in customer service, complex issue resolution, and executive escalations. Adept at identifying client needs, guiding digital banking adoption, and executing risk and control practices to enhance operational efficiency and ensure compliance.
Overview
8
8
years of professional experience
Work History
Virtual Banker II
JPMorganChase
11.2022 - Current
- Delivered remote servicing and guidance across checking/savings, CDs, and credit cards, resolving complex account inquiries with accurate documentation to enhance customer satisfaction.
- Identify client needs and recommend appropriate products/features (cash management tools, overdraft options, savings solutions) while meeting suitability and disclosure standards.
- Support digital onboarding by guiding clients through mobile/online banking setup, secure document collection, and identity verification steps.
- Managed escalations by collaborating with back-office teams and ensuring thorough follow-through to resolution.
- Applied risk and control practices, including privacy handling and fraud awareness, ensuring compliance and audit readiness through detailed call notes.
Executive Office Banker, Credit Card
JPMorganChase
08.2021 - 12.2022
- Conducted comprehensive account research across transactions, statements, prior contacts, disputes/chargebacks history, and collections/servicing notes to establish facts and support resolution.
- Communicated with customers in high-sensitivity situations, setting clear expectations and explaining outcomes in a professional, empathetic manner.
- Coordinated corrective actions with Disputes/Chargebacks, Fraud, Credit Policy, Collections/Recoveries, Servicing, Complaints, and Operations to ensure timely resolution of customer issues.
- Executed remediation tasks including billing corrections, dispute rework, fee adjustments, and credit reporting corrections to enhance customer satisfaction and compliance.
- Ensured complaint categorization, root-cause capture, and documentation quality to support case auditability.
- Owned executive escalations end-to-end: intake, triage, investigation, customer outreach, resolution, and closure within required timelines.
Virtual Banker Associate I
JPMorganChase
02.2020 - 08.2021
- Delivered client service and needs-based guidance via phone and video interactions, enhancing overall client satisfaction.
- Advocated for clients by identifying root causes, resolving issues, and implementing strategies to prevent recurrence.
- Facilitated client self-service adoption by coaching on digital tools and account access options, improving user engagement.
- Adapted quickly to changing procedures and priorities while maintaining performance and quality.
Credit Card Customer Service Specialist
JPMorganChase
11.2018 - 01.2020
- Resolved credit card inquiries and concerns through organized, customer-centric problem solving and clear education on products/services, enhancing customer satisfaction.
- Exceeded performance goals by demonstrating strong call control, accuracy, and providing effective next-step guidance, contributing to overall team success.
- Assisted with training and cross-training across departments to enhance team capability and improve service delivery.
Education
Bachelor of Science (B.S.) - Business Management, Communications
University of Rio Grande
Rio Grande, OHSkills
- Digital banking
- Mobile enrollment
- Online enrollment
- ID verification
- Case management
- Documentation quality
- Customer service
- Issue resolution
- Complaint handling
- De-escalation
- Executive escalations
- Disputes coordination
- Chargebacks coordination
- Account research
- Product recommendations
- Needs assessment
- Follow-through
- Cross-functional collaboration
- Risk mindset
- Controls mindset
- Privacy awareness
- Fraud awareness
- KYC compliance
- Salesforce
- CRM
- SharePoint
Awards
- GOLD Circle Award Winner
- Business Representative of the Year
Timeline
Virtual Banker II
JPMorganChase
11.2022 - Current
Executive Office Banker, Credit Card
JPMorganChase
08.2021 - 12.2022
Virtual Banker Associate I
JPMorganChase
02.2020 - 08.2021
Credit Card Customer Service Specialist
JPMorganChase
11.2018 - 01.2020
Bachelor of Science (B.S.) - Business Management, Communications
University of Rio Grande