Celeste Smith

• Managing Consumer/Business accounts pertaining to financial products/services
• Onboarding/Implementation assistance related to ACH Origination/Positive Pay/ Bill Pay
• Assisting with wires,auto pay (set-up) and sweep/subsidiary accounts
• Resolving inquires related to accounts, via incoming calls/ emails; working w/RM's/TMO's to de-escalate/retain clients
• Troubleshooting technical issues related to users/passwords/account sign-on(s).
• Processing required documentation/ authorized signatures for transaction approval
• Other tasks, research, and special projects as assigned; creating custom letters per vendors for payment authorization.
• Position also utilized Hogan/ Sales Force applications.

• Managing client and vendor accounts through email requests to assist with Commercial and Treasury, onboarding efforts. Such vendors included high net worth companies/clientele related to state/federal departments, small businesses, financial institutions, and larger health care organizations
• Tasks included providing assistance with implementation of financial products and services(i.e. customer updates, changes to accounts, and other critical processes.
• Provided consistent follow-up with clients, in order to process paperwork(contracts) and training needed for successfully implementing onboarding tasks/deadlines
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to the onboarding process
• Prioritized and organized tasks to efficiently accomplish service goals to meet deadlines
• Used systems such as: On Base, Single Point, Web Express, CaSTR, NSP and Hogan(I.e OLCS,ACMN,RSMU) to access account details needed to accurately process transactions and verify paperwork

*Contract Role

• Position entailed working as part of a small team in Denver's downtown office to provide account management for US Small Business Administration(SBA)
• Reviewed, analyzed and prepared loan payments for accuracy and completeness prior to processing
• Researched customer accounts to ensure that all payments were properly applied and reconciled
• Maintained accurate records of all payments (personal, trustee, and treasury government checks) received by the organization
• Created automated systems for tracking incoming payments from customers/small businesses
• Monitored loans and accounts payable to confirm payments are current
• Verified and researched customer account information prior to processing payments

*Contracted Position

Security Clearance- required for the position only

• Managed new and existing CD/IRA and Money Market accounts. Relayed product knowledge to customer per terms and conditions of investment products
• Communicated with existing and prospective clients in a client-facing role,to identify financial goals and provide updates on individual accounts
• Processed withdrawals/transfers per interest earned on prospective accounts. Updated accounts with joint signers and beneficiaries as needed
• Conducted due diligence on prospective investments, including review of financial statements and legal documents, such as trust accounts
• Mailed out correspondence pertaining to account renewals,statements, and other legal documents. In addition, to processing payments/deposits from third party accounts
• Participated in community outreach volunteer efforts through Mile High United Way

• Managed brokerage accounts pertaining to high yield checking accounts, IRAs, and Fixed Income(CD) departments
• Met needs of high net worth individuals per monetary transactions, rate changes, and other updates to accounts as needed
• Provided quotes, daily updates, and settlement dates for securities
• Processed internal and external transfers/wires of securities and funds
• Completed thorough and accurate documentation for money movements, deposits or withdrawals
• Assisted with journal transfers, sending out distributions and calculating Inherited IRAs; in addition to assisting with transfer of assets, conversion account processes and roll-overs
• Assisted with other banking tasks as needed, such as ordering checks, processing cashier's check, and updating debit card limits and conducting additional research for customers
• Verified amounts and integrity of every check or funds transfer; in addition to tracking status of payments
• Helped customers understand and use mobile applications and online banking
• Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.

• Managing prepaid payroll accounts for consumers for employers such as Dollar Tree, McDonalds and Taco Bell
• Managing consumer credit cards in relation to general inquiries, processing payments, balance transfers, upgrades and credit line increases; along with providing technical support
• Additional tasks include processing fraud and dispute claims, reward redemptions/promotions, special research projects, and providing support to bankers and other internal departments
• Assisting customers by relaying product knowledge for newly acquired accounts/mergers from various financial institutions and retailers

• Experience includes managing and processing medical claims; in addition to working with patients, health care providers, pharmacies and hospitals to resolve billing issues
• Providing updates for insurance inquires related to deductibles, co-pays, out-of-pocket costs and annual plans
• Using CPT codes to provide updates in relation to diagnosis for billing insurance and adjusting claims
• Assisting members and providers with referrals for community health care professionals and specialists.

• Managing credit card accounts pertaining to affiliate partners, such as major airlines and other retailers
• Some key airline partners included American Airlines, Jet Blue and Hawaiian Airlines
• Servicing luxury card lines such as the Black Card with special attention to promotions and concierge services for members
• Processing payments, balance transfers, fraud and dispute claims and updating lines of credit as needed; in addition to working with other internal departments such as applications and technical support departments
• Other tasks include working with TSYS systems for account updates, and providing translation services through language line
• Retaining client base with upgrades to accounts through retention offers