Jenna James
Copperas Cove,USA
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
22
22
years of professional experience
Work History
AML ANALYST
First National Bank Texas
07.2023 - Current
- Conducted AML investigations by analyzing customer data and transaction patterns to identify suspicious activities through Western Union Report, monthly alerts and Currency Transaction Reports
- Assisted in developing strategies for improving existing AML processes and procedures
- Process account closures and monitor for completion
- Trained and supervised new employees
HRIS SPECIALIST
First National Bank Texas
01.2022 - 07.2023
- Assisted payroll department with resolving discrepancies between payroll information from timekeeping systems and the HRIS database.
- Prepared and maintained employment records related to events, such as hiring, termination, leaves, transfers, and promotions, used human resources management system software.
- Conducted new employee orientations.
CUSTOMER RELATIONS MANAGER
First National Bank Texas
06.2018 - 01.2022
- Developed training materials for staff members regarding customer relations protocols.
- Delivered high level of leadership to support customer service representatives and clients.
- Assisted customers by telephone or in person to provide information or obtain details of escalated complaints.
- Collaborated with other departments to resolve complex issues.
- Analyzed customer feedback to identify trends and recommend improvements in service delivery.
- Monitored Call Center calls and provided coaching as needed.
- Submitted weekly Call Center employee reporting.
CUSTOMER RELATIONS SPECIALIST
First National Bank Texas
05.2014 - 06.2018
- Provided exceptional customer service to ensure satisfaction and loyalty.
- Evaluated customer inquiries and complaints using conflict resolution techniques.
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.
- Followed up promptly on all unresolved cases from previous shifts.
ASSISTANT BRANCH MANAGER
First National Bank Texas
06.2013 - 05.2014
- Performed daily branch operations including opening and closing procedures, customer service, cash management and administrative duties.
- Directed daily branch operations, leading the team to exceed monthly sales goals.
- Provided leadership to ensure the highest level of customer service was achieved through coaching, training and mentoring staff members.
BRANCH MANAGER
First National Bank Texas
09.2012 - 06.2013
- Mentored staff on compliance regulations and best practices to ensure adherence.
- Interviewed and hired individuals best qualified for position.
- Conducted regular financial reviews and audits, identifying and resolving discrepancies.
ASSISTANT BRANCH MANAGER
First National Bank Texas
01.2007 - 09.2012
- Provided leadership to ensure the highest level of customer service was achieved through coaching, training and mentoring staff members.
- Participated in new hire events to promote bank's services while building relationships within local market.
- Submitted loan applications to underwriter for verification and recommendation.
BRANCH SUPERVISOR
First National Bank Texas
11.2005 - 01.2007
- Trained and mentored staff on best practices for customer interactions and financial product offerings.
- Handled escalated customer complaints professionally while working towards swift resolutions that maintained client satisfaction levels.
- Oversaw opening and closing of branch and monitored overdrafts, wire transfers, collections and stop payment orders.
PERSONAL BANKER
First National Bank Texas
11.2004 - 11.2005
- Developed relationships with customers through timely follow-up, sound advice, and quality service.
- Identified customer needs by actively listening and asking questions to determine appropriate product offerings.
- Responded promptly to emails or phone calls from customers regarding account inquiries or concerns.
- Helped new and existing clients open personal accounts and resolve issues related to ATM machines and online banking.
- Assisted customers with loan applications.
- Processed deposits, withdrawals, transfers, payments, check cashing and other transactions accurately and efficiently.
- Analyzed client's financial needs to suggest appropriate services.
Education
High School Diploma -
Ellison High School
Killeen, Texas05-2004
Skills
- Transaction monitoring
- Time management
- Reliability
- Teamwork and collaboration
- Problem-solving
- Customer due diligence
- Multitasking Abilities
- Self motivation
Timeline
AML ANALYST
First National Bank Texas
07.2023 - Current
HRIS SPECIALIST
First National Bank Texas
01.2022 - 07.2023
CUSTOMER RELATIONS MANAGER
First National Bank Texas
06.2018 - 01.2022
CUSTOMER RELATIONS SPECIALIST
First National Bank Texas
05.2014 - 06.2018
ASSISTANT BRANCH MANAGER
First National Bank Texas
06.2013 - 05.2014
BRANCH MANAGER
First National Bank Texas
09.2012 - 06.2013
ASSISTANT BRANCH MANAGER
First National Bank Texas
01.2007 - 09.2012
BRANCH SUPERVISOR
First National Bank Texas
11.2005 - 01.2007
PERSONAL BANKER
First National Bank Texas
11.2004 - 11.2005
High School Diploma -
Ellison High School