Krystal Cooper

• Cultivated strong client relationships, enhancing customer satisfaction and loyalty.
• Assessed financial needs, providing tailored banking solutions to meet diverse client requirements.
• Managed daily transactions, ensuring accuracy and compliance with banking regulations.
• Guided clients through loan applications and account openings, streamlining processes for efficiency.

Provided expert guidance to veterans throughout the VA home loan process, ensuring successful acquisition of loan insurance from the Department of Veterans Affairs.

• Support the commercial loan sales team by extending the FMB mission through responsiveness to internal business partner phone calls, emails, and other communication request methods in a professional, thorough, accurate and timely manner.
• Complete commercial loan maintenance submitted via workflow or other authorized channels escalating the issue or resolution when necessary.
• Process loan transactions for payments, payoffs, exceptions, reversals, escrows, and corrections, etc.
• Provide backup support for department wire transfer processing, transaction entry approval, and loan history research.
• Assist with testing Core Processing system enhancements.
• Participate in special projects as assigned from Management.

• Interpret a multitude of bank notifications to accurately process transactions (payments, payoffs, exceptions, reversals, escrows, corrections, etc.) on all Partner Bank loan.
• Be responsive to customer phone calls and email inquiries in a professional, thorough, accurate and timely manner, and escalating the issue or providing guidance on problem resolution when necessary.
• Perform periodic reconciliations, audits and analysis to ensure accuracy and integrity of balances.
• Assist in gathering Partner Bank (Investor Record) information as needed for submission to Core system.
• Create new wire templates and maintain ongoing changes to templates as needed, as well as submitting wires frequently to partner banks.
• Process, research, review, and provide feedback of complex transactions to complete resolution and minimal customer impact.
• Complete new tranche set up, modify existing or transfer funds between loans based on lead bank instructions.

• Process all incoming wires from Fedline.
• Process all outgoing wires from the banking centers.
• Validate and review all outgoing wire requests.
• Take requests from customers through email, fax, and phone calls.
• Maintain records and statistics regarding wires received and sent.
• Monitor and check wire transactions in compliance with OFAC.
• Verify wires processed against wires received.
• Input DDA and G/L entries to accounts in Horizon.
• Send notification as needed to internal and external customers.
• Process foreign wires through our agent correspondent.
• Balance wire activity periodically throughout the day.

• Handle Customer calls and provide accurate, satisfactory answers to queries and concerns.
• De-escalate situations involving dissatisfied customer, offering patient assistance and support.
• Guide callers through troubleshooting, navigating the company site or using the company’s products and services.
• Review customer or client accounts and provide updates and information about a variety of subjects.
• Collaborate with other team members and leadership to improve customer service.
• Exhibit strong customer service skills and professionalism including: a. Strong communication, both written and verbal. b. Great active listening skills. c. Exceptional interpersonal and rapport building skills. d. A patient and empathetic attitude. e. Strong time management and organizational skills. f. Adaptability and flexibility. g. Comfortable working in a fast-paced environment. h. Strong computer literacy and phone skills

• Assist clients in their daily personal tasks, such as bathing or dressing.
• Perform housekeeping tasks, such as laundry, washing dishes, and vacuuming.
• Help to organize a client's schedule and plan appointments.
• Arrange transportation to doctors' offices or other outings.

• Making sure Team Members and Shift Managers complete all assigned duties, inventory management, and financial accountability and serve safe, quality food in a friendly manner.

• Provides premier customer service, including greeting customers, answering their questions, and resolving issues. Handles money services such as check cashing, lottery, gift cards, money orders and Western Union transactions.