Jessica Rohlfing
Rosedale,MD
Summary
Versatile financial services professional offering eight years of cross-functional experience spanning retail relationship banking, asset management, and digital banking operations. Currently driving efficiency as an Online Banking Specialist at CFG Bank, utilizing a deep knowledge of banking products and digital platforms to resolve complex client issues. Recognized as a quick learner and proactive problem solver who excels at multitasking, mastering new financial systems, and consistently exceeding operational benchmarks
Overview
1
1
Certification
8
8
years of professional experience
Work History
Online Banking Specialist
CFG Bank
Baltimore, MD
03.2023 - Current
- Supported customers with online banking inquiries and account management to enhance user experience.
- Facilitated troubleshooting for digital banking issues, improving customer satisfaction.
- Educated clients on security best practices for online transactions.
- Responded promptly to customer requests via email and phone calls.
- Exceeded customer service satisfaction ratings by providing prompt answers to specific questions.
- Helped clients navigate account features, optimizing their use of online services.
- Presented products and services to customers using in-depth knowledge to answer questions.
- Delivered training sessions to colleagues on best practices in handling common customer concerns related to online banking services.
Asset Manager
CFG Bank
Baltimore, MD
03.2022 - 03.2023
- Servicing a portion of a 450+ loan portfolio
- Daily monitoring of escrow accounts (taxes, insurance, replacement reserves, and repairs)
- Vouchering, posting, and distributing replacement reserve and repair funds to clients.
- Assisting clients with any issues that may arise during the life of their loan; build rapport with clients.
- Generating, printing, and distributing monthly mortgage invoices.
- Procuring state health surveys and completing data entry in the access database. Reviewing any “Red Flags” with Senior Risk Mitigation.
- Prepare/distribute monthly billing statements each month.
- Working directly with HUD Account Representative to review and approve Replacement Reserve, Repair, and any other miscellaneous client request.
- Procuring quarterly and year-end financial statements from clients and completing data entry in the access database.
- Prepare loan input forms for new loans using closing documents and inputting loan information into CS system
Relationship Banker
Bank of America
Baltimore, MD
01.2021 - 03.2022
- Educated customers on banking products and services thoroughly.
- Processed transactions accurately and in a timely manner.
- Maintained compliance with bank policies and regulations consistently.
- Assisted customers in opening new checking and savings accounts, as well as other banking services such as wire transfers, direct deposits.
- Delivered exceptional customer service, resolving inquiries and issues promptly to ensure client satisfaction.
- Built positive and productive customer connections to drive consistent sales.
Teller
M&T Bank
Baltimore, MD
06.2018 - 09.2020
- Processed customer transactions accurately and efficiently.
- Assisted customers with account inquiries and service requests.
- Balanced cash drawer daily to ensure accuracy in financial reporting.
- Built and maintained client relationships through quality, personalized interactions.
- Maintained a clean and organized work environment for optimal service delivery.
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
Education
Dundalk High School
Baltimore, MarylandSkills
- Selling Banking Products
- Problem Solving
- Motivated
- Multitasking
- Product Knowledge
- Organization Skill
- Cash Handling
- Customer Service
Certification
- Notary Certification
Timeline
Online Banking Specialist
CFG Bank
03.2023 - Current
Asset Manager
CFG Bank
03.2022 - 03.2023
Relationship Banker
Bank of America
01.2021 - 03.2022
Teller
M&T Bank
06.2018 - 09.2020
Dundalk High School