Jennifer Faery

Wilson,NY

Summary

Professional Banker with experience in Branch Management, Call Center Management and Commercial Lending and Sales. Aiming to leverage my experience and knowledge leading, coaching, sales, performance management, motivating, and developing a team to effectively fill a position in your organization.

Overview

years of professional experience

Work History

Advanced Disaster Agent Call Center Representative

U.S Small Business Administration

04.2020 - Current

Advanced Agent with the Federal Government Call Center working with small business owners on the Disaster Loan program from application, loan closing and debt collection.● Communicating orally with various internal and external customers to accomplish program objectives and goals for both the Disaster and Covid Loan programs. ● Communicating in writing with various internal and external customers to accomplish program objectives and goals. ● Researching and responding to customer inquires using analytical abilities and problem-solving skills. Explaining loan requirements and credit/lending concepts to diverse audience. ● Experience utilizing mobile and desktop productivity applications. ● Using a variety of computer systems to research customer inquiries, record call activity and prepare appropriate forms and letters

Relationship Officer Middle Market Commercial Lending

KeyBank

01.2017 - 06.2019

Resident LOB professional dedicated to providing support for designated Commercial Banking Relationship Team. Works within an aligned Services Team committed to overall excellence in servicing and mitigating risk in all aspects of the client relationship, including loan and deposit accounts.
Adheres to and supports compliance culture. Acts as a resource to the Team for all deposit and loan related compliance matters. Knowledgeable about applicable federal, state and compliance regulations., including the BSA/AML program, USA Patriot ACT, OFAC and related due diligence.
Coordinates maintenance or closing of existing deposit accounts and Commercial Loans and lines of credit. Works in tandem with Relationship Managers, Credit partners and CCDO to ensure daily resolution to client's overdrafts and insufficient funds.
Partnership with Business Partners throughout the organization. Works closely with multiple parties including relationship team, operations partners, client, and other 3rd party.
Works to resolve loan/fee payment delinquencies Determines appropriate course of action and directs resources to collect payment or otherwise clear delinquent status.
General product knowledge and ability to identify referral opportunities for partner products and services.
Responds to routine and complex client inquiries and resolves/refers to appropriate support partners. Submit service requests for DDA or general service needs. Coordinates follow-up with internal partners and clients, as appropriate, to ensure prompt and accurate completion/resolution of service requests.
Promptly provides requested information for GRC testing and other internal/external audits.
Expert in Commercial Loan documentation and creating loan docs for non-attorney prepared loans and lines of credit.
Expert in nCino loan system and Salesforce(CRM software)

Sales and Service Call Center Manager

Manufacturers & Traders Trust

01.2014 - 06.2016

Manage a team of Telephone Inbound Sales Associates in Buffalo to exceed sales goals in credit card, personal loans and home equity product lines.
Implement standards, policies and procedures for the Call Center.
Effectively motivate and guide sales associates toward achieving the individual, team and goals and objectives.
Coach sales associates on effective techniques and incorporate quality into every aspect of training and job performance. Provide on the job coaching to sales associates on how to improve performance and measure the results of coaching.
Recommend strategic changes that will drive improvements in the Call Center performance and/or add value to the organization.
Understand existing technology and processes in the Call Center and identify opportunities to leverage the technology and reengineered processes for improved service.
Actively review the Call Center's performance against quality objectives for all staff to ensure quality objectives are meet. Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.
NMLS#1453671

Operations Manager/Office Manager

Aspen Dental

01.2012 - 12.2013

Responsible for the daily non-clinical operations of their assigned office including patient satisfaction, revenue, profitability, non-clinical team selection, performance, development and other business related functions as delegated by direct supervisors.
Responsible for assisting patients to complete Doctor prescribed treatment plans thereby helping patients get the care they need.
Provides superior patient service demonstrating responsiveness and sensitivity to patient needs with urgency to resolve any patient dissatisfaction in accordance with patient needs, company policies and procedures, government regulations and dental board standards.
Responding to patient billing or financial inquiries, directing to appropriate departments, as necessary.
Balance nightly deposits and complete credit card processing.
Executes patient consults to ensure patients understand Doctor prescribed treatment plans; conducts patient chart audits, performs handoffs, conducts consults according to company policies, enters and updates patient treatment plans at the direction of the treating Doctor using the company operational system, and follows-up with patients during subsequent visits to schedule open treatment.
Works with the Doctor and patient to ensure the patient completes the Doctor prescribed treatment plan; uncovers and removes the patient's barriers for completing treatment; alerts the Doctor when the patient has clinical questions; educates the patient regarding insurance benefits and affordable payment options including third-party patient financing; follows-up with the patient during subsequent patient visits to review completed treatment and schedule appointments for open treatment.

Branch Manager

Bank of America

07.2007 - 01.2011

Manage 15 direct reports in Banking Center in Orleans County,
Responsible for overall profitability by directing sales and business development, meeting objectives and ensuring the branch achieves its annual goals.
Actively models and coaches customer service and needs determination behaviors. Reinforces and maintains accountability for execution of Retail strategy.
Ensures operational and requirements are maintained to include, control and business banking guidelines. Ensures compliance with operational, security and control policies/procedures, preventing fraud and protecting customer assets.
Takes ownership of complex account servicing and error resolution issues, including those escalated by other Bankers. Provide coaching and guidance to improve and reduce future problem resolution/escalations.
Engages with all team members and business partners as appropriate.
Independently processes all Business Banking loan requests up to $300,000. Proactively bundle products and services as appropriate.
Adheres to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
Promotes an environment that supports diversity and reflects the BOA Bank brand.
Maintains internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
Exercises usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and termination.

Skills

Coaching Associates, to meet and exceed assigned goals, within a goal based and/or results driven environment
Proven exceptional customer service skills and the ability to resolve problems and prevent customer dissatisfaction

Ability to effectively manage multiple responsibilities and priorities, including Project Manager for United Way Experienced Public Speaker
Strong abilities to set strategy, develop and coach a team and inspire highly engaged, long term performance in many environments Demonstrated strong knowledge of Commercial and Business Banking products, services and client relationship management Excellent communication, interpersonal skills and Relationship building

Timeline