John M. Martin
Irving,TX
Summary
Dynamic individual with hands-on experience in client relationship and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
19
19
years of professional experience
Work History
Client Service Associate/Commercial Banking
Wells Fargo Bank N.A.
02.2019 - 07.2024
- Supported complex or large portfolio of customers and shared leadership role with relationship managers and customer support manager in managing portfolio of accounts
- Solved issues with various operations centers, internal bank departments, and outside vendors
- Communicated with high net worth clients over emails and outbound calls
- Managed assigned book of clients while working with relationship managers
- Identified prospective opportunities to market non-credit products
- Originated loans and lines of credit
- Assisted in financial statement analysis
- Developed long-term client relationships
- Investigated and resolved discrepancies
- Demonstrated team building skills.
- Responded promptly to client inquiries via phone, email, or face-to-face meetings, demonstrating commitment to exceptional service standards.
- Assisted in retention of high-value clients through proactive communication and exceptional service delivery.
- Maintained accurate client records, allowing for efficient tracking of account activity and personalized service delivery.
- Provided comprehensive support to senior associates, facilitating effective client relationship management.
Research Analyst/Auto Finance (Executive Office)
Wells Fargo Bank N.A.
02.2016 - 01.2019
- Researched high complex non-regulatory escalated inquiries and complaints from customers
- Utilized strong knowledge of organization and technology to resolve matters
- Supported less experienced individuals in providing resolution for client inquiries
- Conducted investigative steps to identify issues
- Partnered with others to ensure resolution of matters
- Provided research outcomes and expected resolution steps
- Notified leaders about trending matters and recommended opportunities for improvement.
- Prepared detailed reports summarizing research findings and recommendations for further action.
- Conducted in-depth qualitative and quantitative research to identify trends and generate insights.
- Collaborated with cross-functional teams to generate relevant insights from diverse datasets.
- Streamlined internal workflows by automating data collection, analysis, and reporting tasks.
Business Banker
Wells Fargo Bank N.A.
12.2015 - 12.2016
- Answered high value customer inquiries
- Managed risk while adhering to policies and regulations
- Built and grew relationships with new and existing customers
- Created relationships with branch employees to meet customers’ financial needs
- Participated in community organizations.
Customer Service Representative – Phone Banker
Wells Fargo Bank N.A.
10.2014 - 12.2015
- Provided customers with accurate feedback to meet expectations
- Mentored new hires
- Coached bankers on customer service and sales
- Offered solutions to customer inquiries and requests
- Maintained performance in required metrics.
Lead Teller
Bank of The West
09.2005 - 10.2007
- Provided excellent customer service
- Completed operational activities while minimizing risks
- Processed account transactions effectively
- Supported customer engagement by processing teller transactions and making appropriate introductions to bankers.
- Managed cash inventory, ensuring accurate balancing of vault and individual teller drawers daily.
- Assisted in training new tellers to ensure consistent level of excellent service across team.
- Introduced customers to other bank team members to help meet financial needs.
- Enhanced customer satisfaction by efficiently managing transactions and addressing inquiries.
Education
BBA - Business Administration
Stella Maris Polytechnic University
Monrovia06.2012
Skills
- Microsoft Office Programs (Word, Power Point, Excel, Outlook)
- Ability to navigate multiple computer systems and applications
- Strong knowledge of Virtual Library
- KYC/AML
- AFS
- BCS
- REX
- NICE
- CIV
- Claims
- Pac2000
- EITS
- ECMP
- Hogan
- Business Credit System
- SVP
- Recons CStar adjustment
- DIPR
- IRW
- MARS
- CCRS
- CCM
- Filing/writing Suspicious Activity Reports (SARs)
- POS Database
- Online Image Browser (OIB)
- DAT
- CBD
- ATM Jam Log
- ATM Reports
- Transview
- VISA
- ICMP
- Estate
Data entry proficiency
Client rapport
Client Onboarding Process
Order Processing
Complaint Handling
Follow-up skills
Payment Processing
CRM Software
Administrative and Office Support
Attention to Detail
Problem-solving abilities
Multitasking
Phone Etiquette
Microsoft Office
- CEDARS
- CACS
- PEGA Wires
- Service view
- Account Analysis
- Cornerstone
- Relationship view
- EDiv
- Leightweigh
- Risk Control System
- TMSAC
- Transaction Risk Explosion (TRE)
- Wholesale Customer Information System (WCIS)
- Wholesale Customer Account Onboarding (WCAO)
- HART Tool
- Line of Credit (LC)
Timeline
Client Service Associate/Commercial Banking
Wells Fargo Bank N.A.
02.2019 - 07.2024
Research Analyst/Auto Finance (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
Lead Teller
Bank of The West
09.2005 - 10.2007
BBA - Business Administration
Stella Maris Polytechnic University