Hiaskara Ramalho
Pinellas Park,FL
Overview
11
11
years of professional experience
Work History
LATAM Global Client Support Manager
JPMorgan Chase
Tampa, FL
08.2021 - 04.2024
- Directs the daily activities related to staffing and specialist preparedness
- Accountable for implementation of strategic initiatives relative to product strategy as well as staffing and specialist support
- Work in partnership with technical counterparts to ensure that appropriate tools and strategies are effectively implemented within the operation
- Anticipate evolving client needs and develop strategies to meet those needs
- Directly responsible for the team performance, ensuring staff is appropriately trained and supported
- Ensure that the team has the tools necessary to maximize the timely and complete resolution of client interactions while meeting client satisfaction standards
- Evaluate and execute appropriate staffing plans in order to achieve site and product SLA goals
- Directly shapes client service strategies and execution including the communication and administration of strategic initiatives
- Works on cross-regional and cross-functional teams and initiatives
- Ability to recognize and avert risks to the bank on payment and client data protection related matters and responsible for managing applicable operational risk
- Ensures that annual goals are delivered within budget and implements plans to support long-term business objectives
- Works with other functional areas to ensure seamless delivery to customers
- May coordinate cross functional or operational resources
- Manage the daily processes regarding the investigation of customer inquiries
- This would include overseeing the prioritizing and distribution of work performed by the team.
Universal Banker
PNC Bank
Clearwater, FL
01.2019 - 08.2021
- Responsible for acquiring and deepening the branch customer base through a variety of proactive sales and service activities
- Manage customer experience by identifying opportunities to improve the customer's financial wellbeing
- Create customer loyalty by applying product & procedural knowledge to identify, mitigate and solve customer problems effectively
- Manage risks by adhering to all policies and procedures.
Universal Banker
First Home Bank
Clearwater, FL
09.2017 - 01.2019
- Responsible for building and maintaining a long-term relationship with clients in person or by phone
- Ability to understand a client's financial needs and make appropriate product recommendations or refer clients to a financial partner
- Open, maintenance and close accounts including: checking, savings, CDS, IRAs and safe deposit boxes
- Assist clients with any transactions including: deposits, withdrawals, loan payments, transfers, check cashing, cashier's checks, outgoing wires and issue debit cards
- Assist other branches as a teller or Client Service Representatives when needed.
LATAM Global Client Support Specialist
JPMorgan Chase
Tampa, FL
07.2013 - 09.2017
- Support all Latin America clients (Financial Institutions and Corporations) with any transactional needs (USD & International Wires, USD & Global ACH payments, Checks, Lockbox etc, Statements, Fees inquiries)
- Understands clients' relationship with the bank
- Develops, maintains and broadens partnerships with internal and external clients
- Takes ownership of inquiry resolution end to end and ensures all complaints are escalated appropriately, leveraging the client tier service differentiation
- Resolves external and internal inquiries pertaining to J.P
- Morgan's Wholesale Payments core cash products and tracks inquiries via an Inquiry Management tool
- Liaises with other functions to ensure clients receive satisfactory resolution in a timely manner
- Delivers value added solutions to clients, identifies and promotes service improvement, efficiencies and opportunities
- Coordinates with the Service Team and other internal groups for additional support that may be needed to resolve client inquiries
- Promotes best practice sharing with the Designated Service Team and participates in client experience improvement initiatives
- Recognizes non-standard service provisions as requested by clients and highlights as sales opportunities
- Investigates and informs senior management of potential processes that could reduce exposure
- (i.e., formatting issues, inconsistent procedure interpretation among service centers, incorrect processes, etc.)
Education
High School Diploma - undefined
Pinellas Park High School
Pinellas Park FL05.2007
Skills
- Communication skills - excellent oral and written business communication skills, as well as ability to present information clearly and concisely (Portuguese, Spanish and English)
- Time management and organizational skills
- Strong interpersonal skills, excellent problem-solving abilities, attention to detail and resolution skills
- Proven interpersonal effectiveness, ability to build relationships and influence others to achieve the desired outcome
- Aptitude to work in a fast-paced environment while balancing the needs of the clients with associated risks and interests of the Firm
- Strong time management and organizational skills
- Capability to determine priorities and maintain a balanced work approach to achieve business objectives and goals
- Proficient with Microsoft Office applications
- Knowledge of JPMorgan's Wholesale Payment core cash product offering and client portals
Awards
- Peer to Peer Recognitions
- Payments Solution Center Recognition Awards 2023
References
Available upon request
Languages
Portuguese
Native or Bilingual
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
LATAM Global Client Support Manager
JPMorgan Chase
08.2021 - 04.2024
Universal Banker
PNC Bank
01.2019 - 08.2021
Universal Banker
First Home Bank
09.2017 - 01.2019
LATAM Global Client Support Specialist
JPMorgan Chase
07.2013 - 09.2017
High School Diploma - undefined
Pinellas Park High School