Jazmen Henderson

Chase Estates Account Servicing - January 2023 – Present

• Managed and led a high-volume call queue, offering compassionate support and expert guidance to clients handling bereavement-related account maintenance issues.
• Acted as a crucial intermediary between in-branch banking professionals and clients, facilitating the closure of high-value accounts, including those valued at up to $1 million.
• Efficiently handled over 10 business applications per call, ensuring the prompt resolution of consumer inquiries.
• Provided articulate and empathetic support to clients navigating life events, delivering swift and effective solutions during challenging situations.
• Demonstrated agility in addressing high-level concerns, ensuring both client satisfaction and strict adherence to established company policies and procedures.
• Offered comprehensive policy and procedure guidance on trust accounts, international cases, estate, and investment accounts.

Banker Support Group - May 2022 - January 2023

• Corresponded with bankers via email to address medallion signature evaluations and requests, ensuring clear communication and compliance with policies and procedures.
• Orchestrated company-wide correspondence to bankers in diverse regions, providing guidance on policy and procedures.
• Explained the distinctions between the probate process and small estate declarations, offering expertise in compliance and legal matters.
• Suggested verbiage changes to enhance compliance and protect the firm from legal allegations.
• Recommended solutions for process improvement to enhance the overall customer experience.

• Provided leadership coaching to small business owners, enabling each to find daily motivation, solve problems, and make effective decisions.
• Crafted business plans that identified long term company goals and also detailed smaller goals to keep organization on track.
• Met with small business owners to discuss organizations, what each hoped to achieve and what products and services would be offered.
• Monitored operational activities to ascertain effectiveness of results and which areas could use better oversight.
• Collaborated with stakeholders to identify business needs and data sources.
• Analyzed data to identify root causes of problems and recommend corrective actions.

• Corresponded with online customers to address questions or complaints about products, policies, or shipping methods.
• Promoted products in online communities through weblog or discussion-forum postings, e-mail marketing programs or online advertising.
• Used computer databases to keep track of phone calls, confidential notes about conversations and customer contact information.
• Maintained accurate database of customer accounts and sales information to enable tracking history and preserve consistent records.
• Utilized innovative sales techniques to upsell products and services.
• Made 100 cold calls per day resulting in client base growth by 20%.