Summary
Work History
Education
Skills
References
Timeline
Generic

ELIZABETH COOPER

ClientLiaison

Summary

Proactive, results-oriented, knowledgeable and dedicated professional with experience working for Fortune 500 institutional, mortgage servicing, retail banking and academia organizations. Possess exceptional communication, analytical problem-solver, multi-tasking, collaborative and organizational skills. Known for commitment to achieving best in class service with diverse range of stakeholders, maintaining relationships or growing business.

Work History

Client Liaison Manager Sr

Cenlar FSB
04.2016 - Current
  • Operational point of contact for 3 US industry-leading mortgage lenders; sole operational POC for the #1 Mortgage Lender in US and Cenlar's portfolios
  • Facilitate resolution of escalated loan level issues, resolve requests, provide root cause analysis, review SOW, LOD and provide report summaries on performance
  • Deliver client monthly summaries including touch point analysis of portfolio performance, trend analysis, etc
  • Provide daily oversight of web-based, multi-channel ticketing system to identify, analyze and supply reporting to stakeholders on trend analysis, client productivity and report fluctuations
  • Liaised with internal operational teams (Client Experience, Complaint Excellence, Borrower Experience, Special Products, Insurance, Tax and Client Management) to identify opportunities with process improvement and efficiency.
  • Recommend process improvements to exceed Client service level agreements and customer satisfaction metrics
  • Collaborate with business units, 3rd party vendors including Corelogic and Assurant to fulfill Client service requests
  • Facilitate Client visits (on and off-site), culture training and attend regularly scheduled client video calls.
  • Established strong relationships with clients, resulting in repeat business and long-term partnerships.

Branch Manager/Vice President

Bank of America, N.A.
07.2013 - 04.2016
  • Provided business development, strategic planning and sales management of assigned banking center consistent with long-range sales campaign growth activities, initiatives and policies
  • Leveraged on-site partner specialists for OTSE sales performance to drive $80+ million portfolio
  • Supervised and coached teams on proper execution of sales performance and role plays for development
  • Effectively managed staff action plans, performance assessments, development plans for critical business results and productivity, conducted recruitment-, onboarding- and employee relations activities
  • Conducted monthly operational audits functions.

Branch Manager/Vice President

JP Morgan Chase
03.2007 - 06.2013
  • Provided business development, strategic planning and management of assigned financial center consistent with long-range sales campaign growth activities, customer relationship management (CRM) initiatives, operations and policies
  • Drove $71+ million in consumer and business sales portfolio along with leveraging partner sales performance ensuring robust investment and consumer loan portfolios
  • Managed P&L measurements for effective market share, budgets and monthly operational audit functions
  • Effectively managed employee time, performance goals, action plans, conducted recruitment-, onboarding- and employee relations activities
  • Coordinated and hosted quarterly merchant meet/greet events with local community centers of influence including financial education program seminars.

Assistant Manager

Commerce Bank
08.2005 - 03.2007
  • Management and leadership of 12 retail banking employees including driving new business development efforts, overseeing their daily operations, audits, branch budgets, timekeeping, staff training and recruitment initiatives.

Marketing Assistant

Rutgers University
03.2003 - 03.2006
  • Researched new marketing targets for annual call for application which awarded grantees up to $2+ million in research funds per year
  • Secured and monitored subscriber/member mailing lists, newsletters and listserv placements as part of annual marketing effort
  • Prepared written communications for dissemination announcing calls for applications; process annual letters of intent, grant applications, proposals, mass-mailings, annual marketing and provided data analysis, etc
  • Communicated with program participants, grantees, national advisory committee members and foundation sponsors via mailings, notifications and conference calls/meeting planning activities during various stages of selection process.

Investor Relations Analyst

Multilink
03.2000 - 02.2003
  • Prepared historical data analysis for daily pricing of stock
  • Coordinated corporate earnings calls, analysts calls and web casts events
  • Conducted successful company-wide relocation audit for FY 2000.

Analyst/Admin Assistant to Managing Director

BlackRock Financial Management
02.1995 - 03.2000
  • Provided new business development support for institutional clients
  • Prepared portfolio reviews, market outlook updates, new marketing presentations, quarterly mailings, investment guidelines and research projects
  • Collected and analyzed fixed income market indicators
  • Coordinated two-year analyst recruiting program, scheduled interviews, administered testing and performed resume searches.

Education

New Jersey Real Estate Salesperson -

NJ Department of Banking And Insurance
New Jersey
01.2017

Bachelor of Arts - Communication

Rutgers University
New Brunswick, NJ
01.2004

High School Diploma -

Benjamin N. Cardozo High School
Bayside, NY
06.1982

Skills

  • Microsoft Office Suites
  • Microsoft 365
  • Salesforce
  • Black Knight MSP
  • Oracle
  • Global Teller
  • Case Management System
  • CoreLogic
  • Assurant
  • Taleo Manager WebTop
  • PeopleSoft
  • ADP

References

Upon Request

Timeline

Client Liaison Manager Sr

Cenlar FSB
04.2016 - Current

Branch Manager/Vice President

Bank of America, N.A.
07.2013 - 04.2016

Branch Manager/Vice President

JP Morgan Chase
03.2007 - 06.2013

Assistant Manager

Commerce Bank
08.2005 - 03.2007

Marketing Assistant

Rutgers University
03.2003 - 03.2006

Investor Relations Analyst

Multilink
03.2000 - 02.2003

Analyst/Admin Assistant to Managing Director

BlackRock Financial Management
02.1995 - 03.2000

New Jersey Real Estate Salesperson -

NJ Department of Banking And Insurance

Bachelor of Arts - Communication

Rutgers University

High School Diploma -

Benjamin N. Cardozo High School

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