Summary
Overview
Work History
Education
Skills
CONTACT
Timeline
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Brooke Smith

West Warwick,RI

Summary

Attention to detail, time management and multitasking are my strong points. Looking for a position in Risk Management as this is the focus of my career. Policy and procedure writing, projects, software implementation and training and disaster recovery drills are also skills that I hold.

Overview

18
18
years of professional experience

Work History

Card Servicing Officer

Santander Bank
01.2021 - Current
  • Process client requests for assistance with the credit card platforms. Assist Product and other banking partners with problem solving as well as guidance on client issues.
  • Participate on projects for process improvement.
  • Provide training to clients on the credit card platforms.
  • Provide training to colleagues.
  • Attend meetings with business partners and outside vendors pertaining to client issues, technology issues and process improvement.

Client Services Specialist

Citizens Bank
01.2019 - 01.2021
  • Assist clients with managing their commercial banking platform. Involved with creating improvement plans to simplify the user interface. Collaborated with the Commercial Banking Sales Team to provide the best products and services to clients.
  • Assisted clients via the online chat tool on the commercial banking user platform.
  • Processed client email requests for maintenance on accounts, questions on how to navigate the platform as well as information pertaining to new products.
  • Trained clients on how to navigate and operate the banking platform.
  • Trained colleagues on systems used within the department.
  • Processed and managed credit card client accounts via maintenance through TSYS.
  • Updated and created new procedures for process improvement.
  • Created reports to monitor commercial accounts for fraudulent activity.
  • Worked with business partners analyzing data to establish

Operations Analyst

Citizens Bank
01.2008 - 01.2016
  • Subject matter expert in check fraud detection and resolution. Liaised with Corporate Security and other departments on high-risk fraud claims to mitigate and resolve the situation in a timely fashion. Corporate Security platform, reviewing security film.
  • Processed customer claims regarding fraudulent transactions against their bank account. One of a few key chosen team members to test new software for the bank Claims Department.
  • Created and implemented training sessions for colleagues on new software processes.
  • Supervised and trained on-site and offshore colleagues on processing and resolving customer claims.
  • Wrote policies and procedures and standard operating procedures for the department.
  • BCP/Disaster Recovery tester on off-site locations.
  • Created monthly reports regarding fraudulent activity trends.
  • Created financial reports analyzing departmental financial losses due to fraud. Presenting the data at monthly governance meetings.
  • Collaborated with Risk partners to find ways to mitigate risk within our customer base

Education

Bachelor's Degree - Operational Risk Management and Cybersecurity

Johnson and Wales University
01.2019

Certified Administrative Assistant - undefined

Katherine Gibbs
01.2001

Skills

  • Ability to multitask, well organized and works well under pressure
  • Focus on attention to detail, excellent communication skills, interpersonal skills, and supervisory experience
  • Experience in Microsoft 365
  • Participate on projects and meet deadlines

CONTACT

  • West Warwick, RI
  • 401-405-8560
  • Bsmith010281@gmail.com

Timeline

Card Servicing Officer

Santander Bank
01.2021 - Current

Client Services Specialist

Citizens Bank
01.2019 - 01.2021

Operations Analyst

Citizens Bank
01.2008 - 01.2016

Bachelor's Degree - Operational Risk Management and Cybersecurity

Johnson and Wales University

Certified Administrative Assistant - undefined

Katherine Gibbs

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Brooke Smith