Jessica Steinmetz
McKees Rocks,PA
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Experienced with seven years of working in operations, compliance, performance, and finance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Service Manager
Thakar Financial LLC
07.2023 - Current
- Work independently to provide support for the financial advisor
- Process client transactions and create portfolio reports for client meetings
- Ensure the branch is complying with regulations
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Collaborated with cross-functional teams for better service delivery and client experience.
- Streamlined processes to improve operational efficiency, reducing costs and increasing productivity.
- Assist in budgeting for the branch.
- Assist with the forecasting the assets for the upcoming year.
Private Bank Service Closing and Fulfillment
Tristate Capital Bank
06.2021 - 07.2023
- Prepare final loan documentation to send out to Financial Advisors
- Work with the sales and underwriting department to ensure all items are accounted for the loan documents
- Review final signed loan documents to ensure they are fully executed then open the loan
- Communicate with Financial Advisors to obtain any missing items
- Train and mentor new employees
- Review and revise team procedures.
Portfolio Analyst
Absolute Resolutions Corporation
02.2021 - 03.2021
- Gather large data sets for review and analysis using SQL and Excel
- Develop reporting to identify areas of opportunity related to portfolio performance
- Collaborate with Strategy and Acquisitions to apply historical portfolio breakout and performance forecasting liquidation to assist with pricing.
Performance Analyst - Global Risk Solutions
BNY Mellon
07.2019 - 02.2021
- Investigating, analyzing and making recommendations based on benchmarking exercises and implement best practices across business unit
- Provides assistance to any group projects for clients
- Monitoring, reviewing, inputting and verifying cash flows
- Assist with ad hoc client requests
- Holds training for co-workers in our international offices.
- Collaborated with cross-functional teams to develop and implement performance improvement initiatives.
Senior Representative, Operational Risk Management - ACH Compliance
BNY Mellon
03.2018 - 07.2019
- Promoted from Intermediate Representative Operational Risk Management
- Head of the Notification of Change Project from July 2017 to September 2018
- Contacts clients to insure they are complying with NACHA Rules through email and conference calls
- Analyze weekly and monthly reports and locate any suspicious activity
- Provides assistance with ACH OFAC related issues
- Work with our third-party senders monthly to review their new originators
- Run monthly reports to receive the ACH billing totals for upper management.
Intermediate Representative Operational Risk Management. - ACH Compliance
BNY Mellon
04.2017 - 03.2018
- Head of the Notification of Change Project from July 2017 to September 2018
- Contacts clients to insure they are complying with NACHA Rules through email and conference calls
- Analyze weekly and monthly reports and locate any suspicious activity
- Research high dollar returns and help put together reports for team meetings.
Education
Master of Business Administration -
American University
05.2020
Bachelor of Science - Journalism
Slippery Rock University
Slippery Rock, PA05.2016
Skills
- SQL
- Excel
- Eagle Investment Systems
- Client Relationship Building
- Exceptional communication
- Training and mentoring
- Customer Relations
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Deadline-oriented
- Customer Service
- Time Management
- MS Office
- Budgeting
- Forecasting
Certification
Exercising Leadership: Foundational Principles, Harvard University, 2020
Timeline
Client Service Manager
Thakar Financial LLC
07.2023 - Current
Private Bank Service Closing and Fulfillment
Tristate Capital Bank
06.2021 - 07.2023
Portfolio Analyst
Absolute Resolutions Corporation
02.2021 - 03.2021
Performance Analyst - Global Risk Solutions
BNY Mellon
07.2019 - 02.2021
Senior Representative, Operational Risk Management - ACH Compliance
BNY Mellon
03.2018 - 07.2019
Intermediate Representative Operational Risk Management. - ACH Compliance
BNY Mellon
04.2017 - 03.2018
Master of Business Administration -
American University
Bachelor of Science - Journalism
Slippery Rock University
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