IVANA RAKONIC
Banking Professional
Phoenix,AZ
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
19
19
years of professional experience
1
1
Language
Work History
Monetary Operations Coach
American Express National Bank
Phoenix, AZ
09.2022 - Current
- Wrote training manuals for Monetary Operations employees and Rep Cash Management positions according to strict company guidelines and protocols.
- Facilitated virtual, in-person and blended learning sessions.
- Created and oversaw training programs for operations.
- Developed job-specific competencies and performance standards.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Trained and mentored new personnel hired to fulfill various roles.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed and implemented successful onboarding program.
- Provided coaching and mentoring to employees, additional support and feedback with training and side by sides.
- Reduced preventable volume and escalations by monitoring queues and aging.
- Support additional tasks as needed (ie: procedure updates, audit)
- Established and maintained quality control standards.
Monetary Operations Representative
American Express National Bank
Phoenix, AZ
09.2021 - 09.2022
- Enforced safety, security, quality and performance procedures, rules and requirements.
- Handled customer needs and issues by working with representatives and customers directly.
- Providing personalized customer service of the highest level by supporting Customer First framework, establishing rapport, and presenting positive, friendly attitude.
- Responsible for customer's requests by gathering and analyzing pertinent data to determine the appropriate course of action while supporting a fast paced, close knit team environment.
- Responsible for daily processing of: Wire Transfers, ACH transactions, Mobile Check Deposits, Official Check requests, Internal Transfers, Account Closures and any other required monetary or servicing request.
- Making sure all processes are performed by highly regulated and scrutinized by Compliance, Internal/External audit as well as Federal Regulators.
Processor
Partners And Credit Verification Solutions
Chicago, IL
07.2019 - 09.2021
- Verifications of loans and credit lines via conference calls with borrowers and creditors
- Updating credit reports
- Manage incoming calls from borrowers
- Resolves disputes.
- Entered data into computer tracking system and filed paperwork according to procedures.
- Interacted regularly with peers and management to pursue continuous improvement of facility operations and promote teamwork-focused environment.
Deposit Operations Specialist
Riverbank
Spokane, WA
05.2018 - 07.2019
- Responsible for performing or assisting with various operations functions for the deposit areas of the Bank
- Supports Bank staff by servicing as a resource for deposit and operations questions
- Processing daily overdraft and exceptions items
- Performing deposit maintenance and account research
- Processing legal notices
- Answering general customer inquiries
- Filing CTRs and customer claims
- Coordinate Account Analysis entry and maintenance
- Processing ACH batches
- Performing or assisting with quality control reviews
- Assist with the implementation of audit or review recommendations
- E-banking support
- Liaison with DCI and Icore for all Online Banking related issues
- In charge of detecting and investigating fraud activities.
Processor
Chronos Solutions
Spokane, WA
08.2017 - 05.2018
- Verifications of loans and credit lines via conference calls with borrowers and creditors
- Updating credit reports
- Manage incoming calls from borrower.
ACH Coordinator, Electronic Banking /Operations
First Central Savings Bank
Glen Cove, NY
04.2016 - 08.2017
- Perform functions necessary within the scope of authority and expertise to provide support and guidance to Branch staff in conformance with Banking regulations and with established Bank policies and procedures
- Set up customers on Online Banking
- Review and file approved Online Banking applications
- Create templates for approved Online wire transfers
- Maintain client support for Online Banking and Remote Deposit Capture
- Daily review of Remote Deposit Capture items
- Liaison with Fiserv for all Online Banking related issues
- Daily review and processing of ACH Origination and return items
- Unauthorized transaction processing and review
- ACH stop payment review
- Bill pay balancing and overdraft review
- Review daily ACH files and transfers conducted via Online Banking
- Coordinate new ACH client set-ups
- Client support.
ACH Administrator, Electronic Banking
Amalgamated Bank
New York, NY
09.2014 - 04.2016
- Process a number of different payment transactions for corporate clients daily via ACH, EFT
- Prepare incoming ACH files for posting, ACH returns, stop payments, accounts transfers and reversals
- Responsible for handling new customers setups
- Communicating daily with bank representatives, co-workers, customers and technical contacts and other financial institutions
- Maintaining and documenting all records for customers transactions
- Maintain protocol and process at all times for compliance purposes
- Working closely with other departments as necessary
- Complete daily balance sheets and general ledger entries.
Teller
Amalgamated Bank
New York, NY
09.2013 - 09.2014
- Responsible for handling customer transaction in the bank, including taking deposits, disbursing cash, selling travelers checks and money orders.
- Balances cash and checks in the cash drawer at the end of each shift.
- Monitored and reported suspicious activity in line with bank security policies.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Creates detailed reports of all daily activities within the branch.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
Customer Relations Officer
Alpha Bank Serbia A.D.
Belgrade
09.2005 - 07.2013
- Responsible for the overall achievement of the sales targets set by the management, by selling products
- Identifies new business opportunities by listing potential clients
- In charge of opening and managing accounts
- Deals with customer queries in person, over the phone and in writing, including resolution of majority of complaints
- Responsible for providing facilities of credit cards and assisting in loan approval.
- Managed customer relations on ongoing basis to maximize customer retention.
- Made customers aware of current and new programs and services.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Teller
Alpha Bank Serbia A.D.
Belgrade
03.2005 - 09.2005
- Responsible for distributing, receiving, ordering and verifying funds
- Verified variety of signatures
- Ensure a positive experience for all customers in their daily dealing with the bank.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Educated customers on use of banking website and mobile apps.
Education
Associate Degree - Economics, majoring in Finance and Stock Management
BUSINESS COLLEGE "MEGATREND" PROFESSIONAL STUDIES
Belgrade, SerbiaSkills
Competent with Google Analytics, Word Press and Premier, FIS, Icore, Flexcube, etc
Classroom expertise
Training material development
Employee training
Online training experience
Analytical and Critical Thinking
Excellent Communication
Attention to Detail
Dependable and Responsible
Timeline
Monetary Operations Coach
American Express National Bank
09.2022 - Current
Monetary Operations Representative
American Express National Bank
09.2021 - 09.2022
Processor
Partners And Credit Verification Solutions
07.2019 - 09.2021
Deposit Operations Specialist
Riverbank
05.2018 - 07.2019
Processor
Chronos Solutions
08.2017 - 05.2018
ACH Coordinator, Electronic Banking /Operations
First Central Savings Bank
04.2016 - 08.2017
ACH Administrator, Electronic Banking
Amalgamated Bank
09.2014 - 04.2016
Teller
Amalgamated Bank
09.2013 - 09.2014
Customer Relations Officer
Alpha Bank Serbia A.D.
09.2005 - 07.2013
Teller
Alpha Bank Serbia A.D.
03.2005 - 09.2005
Associate Degree - Economics, majoring in Finance and Stock Management
BUSINESS COLLEGE "MEGATREND" PROFESSIONAL STUDIES