John M. Martin
Irving
Summary
Client Service Associate with extensive experience at Wells Fargo Bank N.A., specializing in client onboarding and issue resolution. Demonstrated success in improving client satisfaction and managing high-net-worth portfolios. Proficient in CRM software and regulatory compliance, with a strong focus on building rapport and fostering team collaboration.
Overview
10
10
years of professional experience
Work History
Client Service Associate/Commercial Banking
Wells Fargo Bank N.A.
Dallas
01.2019 - 07.2024
- Supported relationship managers while managing my assigned books of client in servicing high-net-worth clients, enhancing client experience, satisfaction and expectation.
- Conducted client onboarding, completing necessary documentation and compliance checks.
- Acted as a liaison between clients and internal departments, ensuring seamless banking operations and efficient issue resolution.
- Serve as primary point of contact for high-net-worth clients over emails, incoming calls and outbound calls for any service needs related to their portfolios.
- Handle client inquiries related to transaction processing and account management efficiently via CRM software.
- Conduct annual relationship reviews with clients to identify who’s in charge/potential customer-level fraud exposure and mitigate risk.
- Investigate and resolve discrepancies in a timely manner by making decisions on complex customer issues and problems.
- Demonstrated Team building skills and ability to work in a team environment.
- Performed various administrative tasks as needed to support internal operations and enhance overall efficiency.
Research Analyst/ (Executive Office)
Wells Fargo Bank N.A.
Minneapolis
02.2016 - 01.2019
- Developed and maintained comprehensive research reports to support strategic client decisions.
- Collaborated with cross-functional teams to enhance product offerings based on market analysis.
- Researched complex non-regulatory escalated inquiries regarding ATM/Debit card disputes and account issues.
- Resolved customer matters requiring in-depth research through strong organizational knowledge of products and services.
- Supported junior team members in addressing client inquiries and resolving complaints effectively.
- Conducted thorough investigations to identify issues, reviewing product information and contractual terms.
- Partnered with stakeholders, including customers and regulatory representatives, to achieve resolution of matters.
- Documented research outcomes and communicated resolution steps via email and standardized correspondence.
Business Banker
Wells Fargo Bank N.A.
Minneapolis
12.2015 - 12.2016
- Managed business banking relationships for small to medium enterprises, driving cross-sell opportunities.
- Prepared loan documentation, achieving a 100% compliance accuracy record.
- Responded to high-value customer inquiries with professionalism and courtesy.
- Led risk management efforts, ensuring adherence to policies and applicable regulations.
- Proactively built relationships with new customers and engaged existing clients through outreach initiatives.
- Facilitated connections between branch employees and partners to address broader financial needs.
- Participated in community outreach events, enhancing the bank's reputation within the community.
- Executed appointments effectively, aligning financial solutions with customer goals.
Customer Service Representative – Phone Banker
Wells Fargo Bank N.A.
Shoreview
10.2014 - 12.2015
- Delivered exceptional customer service through personalized communication, driving loyalty and repeat business.
- Managed high-stress situations professionally, effectively resolving disputes and conflicts.
- Applied a customer-first approach to identify product solutions and enhance sales.
- Provided accurate feedback to customers, exceeding expectations and ensuring positive banking experiences.
- Mentored new hires to achieve team goals, offering targeted feedback on strengths and improvement areas.
- Addressed customer inquiries, requests, and complaints with tailored solutions.
- Maintained consistent performance across all required metrics, focusing on customer experience and quality assurance.
- Processed CTR/SAR filings for transactions exceeding specified thresholds in currency and transfers.
Education
BBA -
Stella Maris Polytechnic University
06.2012
Skills
- Microsoft Office Suite
- Client onboarding and CRM
- Issue resolution
- Transaction processing
- Customer relationship management
- Problem solving
- Attention to detail
- Team collaboration
- Salesforce proficiency
- Client rapport building
- Regulatory compliance
- Multi-system navigation
- Virtual library expertise
- CRM software proficiency
- KYC/AML compliance knowledge
- Business systems understanding
- Fast-paced environment adaptability
- Communication skills (written and verbal)
- Project management ability
Timeline
Client Service Associate/Commercial Banking
Wells Fargo Bank N.A.
01.2019 - 07.2024
Research Analyst/ (Executive Office)
Wells Fargo Bank N.A.
02.2016 - 01.2019
Business Banker
Wells Fargo Bank N.A.
12.2015 - 12.2016
Customer Service Representative – Phone Banker
Wells Fargo Bank N.A.
10.2014 - 12.2015
BBA -
Stella Maris Polytechnic University
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