Cecilia Lenihan
St Montebello,CA
Overview
15
15
years of professional experience
Work History
Financial Operation Analyst
Rose International/US Bank
05.2023 - Current
- I was responsible making sure we sent out Tokens to responsible parties in a timely matter
- I register them in the Singlepoint and sent them UPS to the clients
- When this task was done, I moved over to Client Integrations to help with repaperting clients
- Making spreadsheets to help with the research portion
- Once research is done
- Then we would reach out to the Relationship Manager, make sure our research is correct
- We would follow up with customer to make sure the information I have discover is correct
- If information is correct, I would prepare necessary forms like MSA and appendixes for client to sign and send back to me, Via Onboarding Tracker
- Once documents are received, we would upload the forms to Onbase, to create a contract for each client
- Once the documents have been uploaded to Onbase, I would notify that their accounts are now ready to use.
Customer Service
East west Bank
09.2019 - 07.2021
- As a, Spec II, I report to the Global Transactions Services Commercial Client Service Manager and responsible for delivering a high level of world class customer service through various inbound and outbound channels for commercial customers with Treasury Management Products
- As a Specialist I am responsible for handling customer inquiries and providing issue resolution within established guidelines, following department procedures, and making sure to deliver within established service levels
- Provide prompt and courteous customer service to both internal and external customers
- I am familiar with the latest security controls offered by the Bank’s applications and be able to clearly communicate to the customer using the Bank’s systems
- As a Specialist I had thorough knowledge of Treasury Management products which also includes system requirements
- Demonstrate sound decision making while balancing risk
- Resolve issues through full ownership and resolution
- Troubleshoot wide-ranging issues, identifying and mitigating risks, keeping management informed
- Identify the root cause of issues and service/product improvement opportunities
- Utilize a strong knowledge of Bank and TMS products, internal policies, and procedures to professionally respond to customer inquiries
- Requires general supervision with a general knowledge of Treasury Products and commercial client needs
- Troubleshoot technical issues
- Ensure smooth synchronization of browser settings to Treasury Management Product requirements
- Provide a high level of responsiveness when servicing clients and internal employees
- Develop creative win-win service solutions
- Make recommendations to improve quality and service to the call center operations
- Cash Management
Intelliswift/ Bank of the West
10.2017 - 09.2019
- Investigates and resolves a variety of basic operational problems, usually related to specific transactions of the Cash Management product line and operational processes linked to operational support units and third-party vendors of the bank
- Serves as first point of contact for “Cash Management customers” needing trouble resolution to depository and other product / services
- Provides technical support to Cash Management relationship unit when complexity of issues requires additional support
- Acts as a liaison to resolve service or operational issues with operations, product management and sales as required
- Handles technical or service issues as appropriate to maintain service level agreements
- Communicates and trains customers on product operational changes
- Provides support with documentation, maintenance, ordering supplies, updates customer profile, completes various forms to link the accounts to existing products and services
- Maintains current knowledge of products and systems related to deposit and cash management products and service.
Treasury Management Client Services Representative
City National Bank
Los Angeles, CA
10.2016 - 02.2017
- I was first point of contact in our Treasury Management Client Services team supporting Business and Commercial clients during a large product conversion (remote check deposit)
- This was a fast paced, high volume call center environment that places a strong emphasis on customer service, technical trouble shooting and getting it right for the client the first time
- My goal was in part, to provide exceptional service at every point of contact
- Helped with Remote check deposit product experience is particularly desirable i.e
- Installing scanners and software drivers, viewing check images, user entitlements, exporting reports, trouble shooting.
Small Business Deposit Servicing Specialist
Bank of America
Brea, CA
02.2015 - 10.2016
- Solutions to complex or escalated issues related to deposit and online banking products
- Providing high levels of customer treatment and seamless delivery of service and fulfillment requests by answering calls in a contact center environment
- I will utilize relationship-building and problem resolution skills to determine the most appropriate product and/or services, while maintaining a high level of Customer service
- I will navigate through multiple online reference materials and provide troubleshooting for technical online issues
- And understand computer processes and explain step by step instructions to customers
- I can solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations, working with multiple systems and applications at the same time, partnering with other support organizations to fulfill the request
- I am accountable for the successful resolution of all customer requests
- I could work with multiple applications at the same time
- Ability to navigate customers through online banking and troubleshoot issues.
Phone Banker
Wells Fargo Bank
El Monte, CA
09.2008 - 01.2015
- As a phone banker I am expected to sell products, services and achieve aggressive sales goals which are measured daily
- I thrive on customer interaction and never miss an opportunity to enhance the customer's relationship with Wells Fargo by marketing new products and services
- I always handle each customer with a friendly, courteous touch while following strict procedures for handling various types of inquires
- I was involved in a pilot program to start a Service only queue and was hired in that program after the pilot was completed
- Bank Teller
- I had excellent teller processes I helped between 20-25 customer transactions each hour with no mistakes through patience, attention to detail, and ability to follow instruction
- I was responsible for maintaining and balancing a cash drawer
- Under direct supervision, processes customer transactions within established guidelines
- Identifies and makes sales referrals, recommends alternate channels, cross-sells bank services and products for Wells Fargo partners, provides excellent customer service.
Customer Service Specialist II
GTS
Education
Computer Information Systems
Chaffey College
Computer Programming
Los Angeles Trade Tech
General High School Diploma - undefined
Montebello High School
Skills
- Over 25 years in Customer Service
- 4 years as a manager
- Very strong interpersonal and communication skills
- Highly motivated
- Enthusiastic, Self starter
- Logistics
- MS Word, Excel
- 7yearsExperience Cash/Treasury Management
- 3 years in Supply Chain, Purchasing, Procurement
- Negotiating, Collaborating and team leadership
- Call Center/Online banking Experience
- Loan processing and service experience
- Production scheduling
- Wire Transfer experience
Timeline
Financial Operation Analyst
Rose International/US Bank
05.2023 - Current
Customer Service
East west Bank
09.2019 - 07.2021
Intelliswift/ Bank of the West
10.2017 - 09.2019
Treasury Management Client Services Representative
City National Bank
10.2016 - 02.2017
Small Business Deposit Servicing Specialist
Bank of America
02.2015 - 10.2016
Phone Banker
Wells Fargo Bank
09.2008 - 01.2015
Customer Service Specialist II
GTS
Computer Information Systems
Chaffey College
Computer Programming
Los Angeles Trade Tech
General High School Diploma - undefined
Montebello High School
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