Leticia Martinez
Davenport,Florida
Summary
Professional with robust background in client services. Demonstrates strong skills in managing client relationships, resolving issues efficiently, and delivering high-impact results. Known for effective team collaboration and adaptability to changing needs. Possesses excellent communication, problem-solving, and organizational skills, ensuring smooth operations and client satisfaction.
Overview
8
8
years of professional experience
Work History
Client Service Associate - Prime Custody
BNY
11.2022 - 04.2025
- Worked with external clients to resolve day-to-day issues and direct them to appropriate resources at BNY.
- Supported clients in addressing operational and technical questions or issues and ensuring requests are executed.
- Lead Point of contact on all trading activity including bilateral Repo Market, Amend Trades and cancel rebook trades within FRB,DTC and Euroclear amongst others.
- Monitored client inquiries and escalated non-routine or complex issues to the appropriate team member, as needed.
- Participated in internal activities and initiatives designed to improve the client experience.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Assisted in the retention of high-value clients through proactive communication and exceptional service delivery.
- Assist with claims ,instructions to amend trades ,cash movements SSI's and reconciliation of accounts.
- Monitor high priority wire releases and daily settlement activity ranging upwards of 1$ billion USD daily across 50 plus accounts and spanning 20 plus clients simultaneously.
Relationship Banker
Bank of America
02.2022 - 11.2022
- Opening Accounts, Lobby Leader
- Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
- Increased cross-selling success by proactively identifying client needs and suggesting appropriate financial solutions.
Relationship Banker
Truist Bank
02.2021 - 02.2022
- Reach out to prospective retail banking customers and establish business relationships
- Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
- Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.
- Expanded client base through effective networking and referral generation, leading to increased business opportunities.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
Senior Teller II
Truist Bank
10.2017 - 02.2021
- Assisting clients with their transactions, such as: account deposits, withdrawals, payments, safe box payments
- Resolved complex customer issues promptly and professionally, maintaining a focus on achieving positive outcomes for both the client and the bank.
- Delivered exceptional service while managing high-volume cash transactions during peak business hours without compromising accuracy or efficiency levels.
- Conducted thorough audits of teller cash drawers, vaults, and ATMs, contributing to branch compliance with internal controls and regulatory standards.
Education
High school diploma -
Lake Region Highschool
Winter Haven, FL06.2011
Skills
- Bilingual English/Spanish
- Communication Skills
- Customer Service oriented
- Problem solving
- Organized
- Client Relationships
- Client rapport
- Client Retention Strategies
- CRM Software Usage
- Self-motivated
- Team leader
- Loan application advisement
- Microsoft Word
- PowerPoint
- Portfolio analysis
- Data entry proficiency
- Performance metrics analysis
- Issue Resolution
- Financial Analysis
- Settlement Services
- Client Accounts
- Trading
Languages
Spanish
Native or Bilingual
Timeline
Client Service Associate - Prime Custody
BNY
11.2022 - 04.2025
Relationship Banker
Bank of America
02.2022 - 11.2022
Relationship Banker
Truist Bank
02.2021 - 02.2022
Senior Teller II
Truist Bank
10.2017 - 02.2021
High school diploma -
Lake Region Highschool
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