Flavia Merritt

• Analyzed financial instruments and structured derivatives products to assess risks and opportunities.
• Monitored market trends in the derivatives trading sector.
• Conducted research on potential investments in the derivatives markets.
• Assisted in preparing presentations for clients regarding derivative strategies and products.
• Provided guidance to traders on risk management techniques for derivatives portfolios.
• Collaborated with other departments to ensure compliance with regulatory requirements related to derivatives trading activities.
• Performed due diligence reviews of new derivative products prior to their launch into the marketplace.
• Created reports summarizing key metrics associated with derivatives portfolios such as duration, yield curves, volatility surfaces..
• Prepared detailed analyses of various financial instruments used in the derivatives markets.
• Reviewed documentation related to complex transactions involving options and futures contracts.
• Generated periodic reports outlining portfolio performance against benchmark indices.
• Identified discrepancies between actual trades executed by traders and those requested by clients.
• Proposed innovative solutions for managing counterparty credit risk associated with derivatives trading activities.
• Performed technical analysis to determine future financial performance.
• Developed financial analysis reports and presentations by applying acquired financial principles.
• Built and strengthened client relationships to form long-lasting, profitable bonds.
• Developed trading strategies utilizing derivatives such as futures, options, swaps and forwards.
• Assisted in the preparation of daily, monthly, and quarterly reports for senior management.

• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• Delivered service and support to each customer, paving way for future business opportunities.
• Maintained strong call control and quickly worked through scripts to address problems.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
• Reviewed account and service histories to identify trends and issues.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
• Set up and activated customer accounts.
• Participating in projects to development.
• Provided support to department by assisting with special assignments and projects.
• Checked records for required signatures by closely reviewing documents.
• Collaborated with leadership to devise strategies to improve processes and risk controls as well as implement new systems and best practice guidelines.

Handling customer calls in a professional, courteous manner. Always providing accurate information to the customer. Explaining products and policies so the customer can understand.

Handling some complex customer inquiries in areas of expertise (Loans and Mortgages).

Making every effort possible to answer the customer's question or solve the problem during the call, without transferring the customer to another employee or department.

Wherever possible help educate and convert the customer to a different or an additional self-service channel available.

Consistently offering more cost effective service channels.

Following departmental policies and procedures, particularly in regards to customer confidentiality

Accurately entering and confirming customer information into various systems; completing proper request forms in assisting customers.

Effectively using computer systems for tracking, information gathering, and/or troubleshooting.

Always suggesting improvements and changes to processes and policies to improve productivity or customer satisfaction.

Performing any other duties assigned.

Continually learning and developing knowledge of Bank products and services.

Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency. Addressed customer inquiries and resolved complaints. Scheduled and directed staff in daily work assignments to maximize productivity. Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met.

Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.

Delivered exceptional service by greeting and serving customers in a timely, friendly manner .Addressed customer inquiries and resolved complaints. Managed closing duties, including restocking items and reconciliation of the cash drawer. Effectively communicated with kitchen staff regarding customer allergies, dietary needs and other special requests.