Jailyn Bankston

Monitor and clear payment rejects,ACH set up, Track and identify trends , Accurately post transactions to customer accounts, Clear items rejected from automated processes, Perform maintenance to customer accounts, Perform in-depth research to analyze/correct problems, Prepare and process general ledger entries, Input and balance batch work to the loan system, Ensure quality service and efficient operations support for the assigned area's internal business partners and/or external customers/clients, Route loan cases related to the Paycheck Protection Program(PPP) as well as PPP Loan Forgiveness to the appropriate servicing departments for research, Support business operations by performing daily audits on payment research processes

Maintain several kept informed routines while meeting production, quality and service standards, Articulate difficult and/or complex information in a manner that is clear while conveying compassion to drive customer retention and sales partner confidence, Collect, review and validate all required documentation, including income, and follow up with the customer as appropriate, Perform an initial income analysis of salary and wages, Social Security and Pension for each loan application, Efficiently manage pipeline of loan applications and thoroughly review customer applications and provide detailed information regarding the fulfillment process, Assure that all customer files are complete and in compliance with regulatory agencies and internal policies before sending to Underwriting, Ensure customer privacy and confidentiality

Meet or exceed sales goals by influencing customers to learn about products/services that will benefit them, Assist both consumer and small business clients with account openings, credit card applications, auto loan applications, wire transfer services and account maintenance, Assist customers with inquiries and/or problem resolution in a professional and composed manner, Build and maintain relationships with consumer and small business clients to ensure maximum effectiveness and client satisfaction, Assist clients with fraud claims and servicing with Bank of America Fraud Department, Educate clients on account security features and alerts to prevent fraudulent account activity, Inform and educate customers on how to conduct transactions through digital self-service technologies, Follow established policies, procedures and guidelines to protect both our customers and Bank of America

Promote client relationships by providing excellent service, Identify banking products that will benefit the client, Meet or exceed sales goals by educating clients about our products and services while using the Interact system, Process transactions in an accurate and efficient manner using Merlin Teller, Accurately identify potentially suspicious or fraudulent account activity and report through the appropriate channels, Effectively detect fraud through suspicious transactions and escalate when needed, Adhere to bank policies, procedures, and guidelines

Provide exemplary customer service while greeting customers in a fast, efficient and courteous manner, Operate and balance cash registers, Prepare food and beverage orders, Train new employees, Maintain lobby appearance, Adhere to strict health and safety guidelines

Organize employee personnel files, Coordinate Employee engagement activities, Prepare agent reports detailing compliance with performance metrics, Create employee personnel filing system, Prepare training binders for new employees, Coordinate and manage employee contact lists, Maintain help desk inventory spreadsheets, Produce weekly Avaya CMS log in/log out reports for management, Coordinate and manage daily calendar for Help Desk Director, Prepare Purchase Requests, Facilitate conference room reservations for Help Desk staff meetings