Leonie Liu-Lee
Covina,CA
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Customer Manager offering 10-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
11
11
years of professional experience
Work History
Director, Client Service Deposits
First Republic Bank and Chase Bank
2020.08 - 2024.07
- Managed daily operations, mainly over 350 manual wires a day while overseeing three different teams to foster increased productivity.
- Established performance goals for each department and provided feedback on methods for reaching those milestones. Directly managed a team of 15 full time employees.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Review activities to ensure suspicious activity is detected during wire transfers.
- Ten years of client service experience in dealing with ultra high net worth individuals and catering to their specific banking needs.
Manager, Business Strategy and Solutions
First Republic Bank
2018.11 - 2020.08
- Onboarded new employees with training on KYC and new account documentation.
- Maximized performance by monitoring daily activities and mentoring team members.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Worked with bank's BSA/AML teams to ensure the bank's KYC standards and procedures were consistent with banking regulations.
- Ensured that 100% of the bank's new account documentations were reviewed and audited for accuracy.
- Implement and manage processes and programs to address all aspects of risk, compliance and regulatory obligations.
Regional Team Lead
First Republic Bank
2016.11 - 2018.11
- Trained new team members by relaying information on company procedures and compliance requirements.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted banking offices with the implementation, and enforcement of various aspects of the Bank’s BSA/AML compliance program for the satisfaction of OFAC, USA PATRIOT ACT and various regulations.
- Assisted the bank with building out a KYC program to meet regulatory requirements.
- Assisted the bank operations with KYC documentation and auditing of client information for quality assurance according to strict guidelines.
Senior Business Operations Specialist
First Republic Bank
2013.08 - 2016.11
- Monitored and tracked project execution of tasks.
- Detected errors and initiated or arranged for corrective action, following through with banking offices to verify resolution.
- Generated reports detailing findings and recommendations.
- Educated staff on bank policy and procedures to help employees achieve success.
- Assisted the banking offices in reviewing all operational documentation to ensure a passing score on any banking audits.
- Was the liaison between 14 banking offices and internal audit to certify that all banking regulations and policies were being adhered to.
Education
Bachelor of Arts - Journalism, Print
California State University - Long Beach
Long Beach, CA06.2008
Skills
Customer Retention
- Recruitment and Hiring
- Client Interfacing
- Staff Training
- Project Facilitation
- Client Interactions
- Project Oversight
- Team Development
- Coaching and Mentoring
- Operating Procedures and Policies
- Business Objective Analysis
- Business Services Support
- Proficient in Mandarin
Timeline
Director, Client Service Deposits
First Republic Bank and Chase Bank
2020.08 - 2024.07
Manager, Business Strategy and Solutions
First Republic Bank
2018.11 - 2020.08
Regional Team Lead
First Republic Bank
2016.11 - 2018.11
Senior Business Operations Specialist
First Republic Bank
2013.08 - 2016.11
Bachelor of Arts - Journalism, Print
California State University - Long Beach
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