Fafa Mayerson
Operations Analyst
Sanford,FL
Summary
Operations Analyst with 16 years of experience in the financial sector, adept at enhancing client satisfaction and streamlining loan operations through meticulous document analysis and quality control. Demonstrates strong skills in team management, quantitative analysis, and project management, while fostering a cohesive work environment. Committed to leveraging expertise in Microsoft Excel and active listening to drive operational efficiency and client satisfaction.
Overview
17
17
years of professional experience
1
1
Language
Work History
Loan Operations Analyst (Remote)
Fidelity Information Services (FIS) Global Solution
11.2018 - Current
- Analyze loan documents for compliance, ensuring accuracy and adherence to regulations
- Conduct quality control reviews, verifying data accuracy and document compliance
- Process loan payoffs and paid loans, maintaining financial accuracy through ledger reconciliation
- Resolve account inquiries, demonstrating strong problem-solving and client satisfaction skills
- Handle card-related requests and client correspondence, ensuring seamless operations
- Streamline loan operations by efficiently handling diverse tasks, from card-related requests to client correspondence, enhancing overall process efficiency
- Partner with internal teams to address account maintenance issues, fostering a cohesive approach to loan operations and client satisfaction
- Implement creative solutions for complex loan scenarios, adapting to evolving regulatory requirements and improving operational workflows
- Streamline loan operations through meticulous document analysis, quality control reviews, and efficient processing, ensuring regulatory compliance and data accuracy
- Drive operational excellence by resolving complex account inquiries, implementing creative solutions for loan scenarios, and enhancing overall process efficiency
- Foster seamless operations by partnering with internal teams, addressing account maintenance issues, and ensuring client satisfaction in loan-related matters
Credit Card Customer Service Representative
JP Morgan Chase
09.2015 - 11.2018
- Elevated customer satisfaction levels through exceptional service, effectively managing difficult calls and maintaining professional demeanor
- Fostered team synergy by sharing best practices for handling complex customer scenarios, contributing to improved overall department performance
- Meticulously documented customer interactions, ensuring accurate information for follow-ups and contributing to continuous improvement of service protocols
- Streamlined credit card issue resolution process, leveraging knowledge base for swift solutions, enhancing customer satisfaction and operational efficiency
- Elevated customer satisfaction through expert handling of complex inquiries, contributing to improved department performance metrics
- Fostered team synergy by sharing best practices for managing difficult customer scenarios, boosting overall service quality
- Meticulously documented customer interactions, ensuring accurate follow-ups and contributing to continuous improvement of service protocols
- Developed creative solutions for unique customer issues, adapting communication styles to diverse client needs and preferences
Personal Banker
US Bank National Association
02.2008 - 12.2011
- Guided clients in account management, improving financial decisions and service use
- Collaborated with teams for tailored solutions, enhancing client satisfaction
- Strengthened client relations through follow-ups, boosting branch loyalty
- Built client trust, increasing service adoption and retention
- Drove customer satisfaction and retention through personalized financial solutions, resulting in substantial growth of client portfolios and branch loyalty
- Fostered cross-functional partnerships with loan officers and financial advisors, delivering comprehensive financial services to meet diverse client needs
- Implemented proactive follow-up strategies, enhancing client relationships and identifying new opportunities for financial product cross-selling
- Guided clients through complex financial decisions, ensuring alignment with their long-term goals and risk tolerance levels
- Analyzed client financial profiles to recommend tailored banking products, optimizing their financial health and increasing branch revenue
- Streamlined account management processes, enhancing client financial decisions and service utilization, leading to substantial growth in client portfolios
Education
Master of Science - Money, Banking and Finance
Middlesex University
Bachelor of Science - Banking and Finance
Central University College
Skills
Microsoft Excel
Microsoft Word
Microsoft PowerPoint
Team management
Leadership
Multi-tasking
Quantitative analysis
Customer service
Clerical
Active listening
Project management
IBS
Timeline
Loan Operations Analyst (Remote)
Fidelity Information Services (FIS) Global Solution
11.2018 - Current
Credit Card Customer Service Representative
JP Morgan Chase
09.2015 - 11.2018
Personal Banker
US Bank National Association
02.2008 - 12.2011
Bachelor of Science - Banking and Finance
Central University College
Master of Science - Money, Banking and Finance
Middlesex University
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