Summary
Overview
Work History
Education
Skills
Timeline
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CRISTINA JOHNSTON

Summary

Dynamic and dedicated client service professional with extensive experience in the banking operational industry, specializing in client relationship management. Recognized for an outgoing and positive demeanor, along with proven skills in establishing strong rapport with clients. Committed to enhancing customer satisfaction while driving company success through quality service, speed, and process optimization. Articulate and results-oriented, with a genuine passion for developing relationships, cultivating partnerships, and fostering business growth.

Overview

11
11
years of professional experience

Work History

Internal Controls Specialist

JP Morgan Chase
07.2021 - 07.2024
  • Company Overview: Formerly First Republic Bank
  • Supported management with internal audits / exams, including coordinating with business owners and various departments on requested documents, analyzing documentation received for completeness and accuracy, follow up to obtain missing or extra information, and prompt communication between teams.
  • Tracked remediation progress to ensure corrective actions are implemented on a timely basis and scheduled walkthroughs to better understand the effectiveness of controls across the various business processes.
  • Partnered with manager to develop additional practice standards to support group policy.
  • Helped meet changing demands by recommending improvements to business systems or procedures.

Client Services Banker

First Republic Bank
02.2021 - 07.2021
  • Tested pilot programs and worked with production teams to facilitate process improvement.
  • Assisted in resolving escalated issues and concerns through transparency and personalized solutions.
  • Mentored junior team members to reinforce the Client Services function and adherence to operationally sound best practices.

Client Services Senior Associate

First Republic Bank
11.2016 - 02.2021
  • Served a wide range of clientele, acting as a trusted contact for several white-glove relationships.
  • Supported Relationship Managers with daily requests to ensure their clients enjoyed a flawless banking experience.
  • Processed a high-volume of confidential, time-sensitive transactions and inquiries by e-mail, phone, fax, and in person while simultaneously monitoring for and protecting against fraud.
  • Conducted research, analyzed data, and generated production reports for management.

Customer Service Representative

Bank Leumi USA
03.2015 - 09.2016
  • Provided prompt, accurate, and courteous response to banking clients inquiries and requests.
  • Worked effectively with team members to maximize customer satisfaction to make sure complete banking needs are met by asking questions to understand clients full banking needs.
  • Demonstrated versatility and responsiveness by performing all operational branch functions as needed.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Utility Branch Service Representative

Manufacturers Bank
04.2013 - 03.2015
  • Accurately executed all client transactions, onboarded Consumer and Business New Accounts, account maintenance, research, and daily reconciliation.
  • Conducted due diligence, input, and verification of all incoming and outgoing international, domestic, and Foreign Currency wire transfers.
  • Provided ongoing support to various branch locations for operational coverage.

Education

Bachelor of Science (BS) - Healthcare Administration

University of Phoenix
Pasadena, CA

Skills

  • Client engagement
  • Empathetic listener
  • Proficient in CRM software
  • Upholding confidentiality standards
  • Problem-solving expertise
  • Technical proficiency
  • Database optimization techniques

Timeline

Internal Controls Specialist

JP Morgan Chase
07.2021 - 07.2024

Client Services Banker

First Republic Bank
02.2021 - 07.2021

Client Services Senior Associate

First Republic Bank
11.2016 - 02.2021

Customer Service Representative

Bank Leumi USA
03.2015 - 09.2016

Utility Branch Service Representative

Manufacturers Bank
04.2013 - 03.2015

Bachelor of Science (BS) - Healthcare Administration

University of Phoenix

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CRISTINA JOHNSTON