Jaime Adams
Syracuse,NY
Summary
Dedicated Team Lead motivated to assist staff to maintain high quality standards. 25 years of extensive experience in financial services. Very organized, enthusiastic, resourceful, professional, and dependable.
Overview
25
25
years of professional experience
Work History
Team Lead
The Summit Federal Credit Union
09.2023 - Current
- Coaching my team, mentoring, monitoring daily performance and metrics
- Assist staff with researching member questions, escalations, via phone chat, email
- Assist my team with strategies on how to meet their goals in one-on-one monthly coaching sessions
- Assist with interviewing and onboarding of new staff
- Assist with preparing staff assessments and administering them
- Participate with Manager/Supervisor to provide critical feedback to staff
- Reviews time entered in ADP to ensure for accuracy
Senior MSCR
The Summit Federal Credit Union
01.2017 - 09.2023
- Provides individual coaching for staff
- Live call monitoring, and provide on the spot feedback
- Taking escalated member calls
- Creates monthly staffing schedule
- Participated in interviews for MSC staffing
- Provides feedback to management about staff
- Creating contests to promote staff involvement for promotions
- Training with new employees
- Quality monitoring for assigned staff and provide feedback report
- Live chat, travel notes, and chat tickets
- Processes MSC emails
- Mentoring employees on how to complete workbooks
- Loan applications and sales
- Provided call mentoring and training for phone help in Syracuse Region
- Compiled daily statistics for call center
Member Service Center Rep
Summit FCU
05.2010 - 12.2016
- Processing member phone requests pertaining to their accounts
- Cross sell Credit Union products that best suits member needs
- Inputting loan applications
- Assisting with Online Access
- Bill Pay assistance
Operations Department
Sunfirst & Syracuse Federal Credit Union
01.2001 - 04.2010
- Ach file processor for electronic transactions, work exceptions and balance
- Share draft file processor
- Posting payroll
- Troubleshooting Visa and debit card issues
- End of month and end of year processing
- Debit Card & Atm file processor
- Visa File processor
- Trouble shooting for bill pay issues
- Scanned checks and balanced totals
- Assisted with CTR and SAR reports
Education
High School -
Westhill High School
Skills
- Attention to detail
- Proficient conflict resolution
- Client-centric approach
- Coaching team members
Timeline
Team Lead
The Summit Federal Credit Union
09.2023 - Current
Senior MSCR
The Summit Federal Credit Union
01.2017 - 09.2023
Member Service Center Rep
Summit FCU
05.2010 - 12.2016
Operations Department
Sunfirst & Syracuse Federal Credit Union
01.2001 - 04.2010
High School -
Westhill High School