DIANNA IZAGUIRRE

• Primary point of contact for a portfolio of 30-40 clients totaling $300-500M in deposits, & $150-$250M average in loan balances.
• Trusted member of the relationship team acting as an intermediary between clients and the bank.
• Proficient in commercial loan onboarding, KYC, anti-money laundering, commercial credit cards, treasury management products, wire transfers, ACH global payments, new account opening and closing, loan due diligence and documentation collection, fraud mitigation and loss prevention, federal compliance regulations related to loan and deposit accounts.
• Provide advice on different bank products and financial options.

Commercial Lending – Manage and track the loan pipeline for upcoming renewals/new exposure. Order UCC, title, flood, good standing, and other related due diligence items to onboard loans.

Treasury Management – Implement new and review current treasury services in place to leverage and streamline client operations. (i.e., ACH & Check Positive Pay, Wire & ACH module, Electronic Deposit Manager, Check & Deposit Reporting, Intra-company Transfers, Commercial Credit Cards, etc.)

• Wire Transfer & ACH - Work with clients to transmit and wire funds to designated payees via internal systems. Confirm wire instructions verbally over recorded line to ensure the accuracy and due diligence mitigating any attempts of fraud. Work in hand with clients to set up recurring ACH and wire templates related to ongoing vendor payment solutions.
• Client Onboarding – Gather authorized signer information, perform know your customer, anti-money laundering, negative news search. Compile good standing, signature card, resolutions, operating agreement, bylaws, and required other compliance regulated items.
• Partners with sales teams to manage relationships between clients and internal departments including treasury management, loan servicing, and back-office operations.
• Develops strong relationships with clients through proactive problem solving, follow-ups, and recommendations where appropriate.
• Strong interpersonal, verbal, and written communication skills focused on efficient, timely, and concise communication.
• Provides client support for 14+ commercial bankers.
• Attend client meetings & treasury management reviews to support the commercial banker’s client relationships.
• Attend weekly pipeline meetings to support the portfolio expansion efforts of the commercial bankers. Support bankers by introducing existing clients in the portfolio to Treasury Management and Credit Card Services.
• During the Fifth Third – MB Financial Bank acquisition/merger self-taught new system utilized to onboard new client information.
• Conducted a WebEx training session on new system to share self-taught knowledge and train other internal employees.
• Represent bank at community events to establish strong ties and promote business.
• Understood and applied selling techniques to open, develop and close sales and created product interest by actively cross-selling products and services to pursue customers.
• Document transactions move deposits or withdraws accurately.
• Manage escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
• Carried out day-day-day duties accurately and efficiently.
• Complete customer requests, such as update name of business entity, and/or individual signer profiles. Update address, issue cashier/official checks, stop payments, manual wires, check orders, provide notary service and more.

• Proficient in commercial loan onboarding, KYC, anti-money laundering, commercial credit cards, treasury management products, wire transfers, ACH global payments, new account opening and closing, loan due diligence and documentation collection, fraud mitigation and loss prevention, federal compliance regulations related to loan and deposit accounts
• Trusted member of the relationship team acting as an intermediary between clients and the Bank.
• Partnered with sales teams to manage relationships between clients and internal departments including treasury management, loan servicing, and back-office operations.
• Developed strong relationships with clients through proactive problem solving, follow-ups, and recommendations where appropriate.
• Strong interpersonal, verbal, and written communication skills focused on efficient and concise communication.
• Served as Culture Navigator to support and promote the company core values.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Worked closely with management to strategize sales techniques to increase branch production and customer service.
• Networked to increase client base and encourage existing clients to expand financial portfolios.
• Conducted detailed financial reviews for business clients to sell appropriate products to fit clients needs.
• Continually boosted branch production and revenue by consistently meeting all monthly and quarterly sales goals.
• Gathered customer information and maintained in CRM database.
• Cross-sell products such as checking, saving, money market accounts, credit cards, consumer and business loans.
• Met and exceeded revenue goals through generating new leads and identifying new clients.
• Created and executed aggressive investment strategies to increase returns for clients.
• Assessed and reported on performance attribution on monthly and quarterly bases.

• Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
• Reconciled cash drawer and resolved discrepancies.
• Counted and packaged currency and coins.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Provided customer records, account statements and copies of checks.
• Logged cashier's checks and other transactions to maintain accurate account records.
• Sold and cross-sold bank products to new and existing customers.
• Turned in excess cash to maintain drawer security.
• Placed orders for customer checks and verified starting numbers.
• Assisted customers with compromised debit cards and issued new credentials.
• Audited fellow teller currency to contribute to dual-control procedures.
• Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
• Processed customer transactions promptly, minimizing wait times.
• Educated customers on use of banking website and mobile apps.
• Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
• Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
• Identified sales opportunities and referred customers to branch partners in financial services.