LINDSEY HENRY

• Experience with handling Executive level escalations received from internal partners, public officials and/or regulatory agencies
• Updating and responding to customer complaints submitted through a regulatory agency online portal
• Consistently demonstrates the ability to research complex regulatory requirements and provide resolutions that maintain compliance.
• Consistently showing the ability to resolve customer escalations by phone
• Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
• Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
• Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
• Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
• Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
• Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
• Ability to work efficiently with others and autonomously, as well as under extreme pressure.
• Extensive experience with banking products, servicing, and in-depth research.
• Providing excellent customer service while also maintaining the company’s values and ethical standards.
• Proficient in researching and managing high priority deadlines.
• Ability to prioritize tasks and multitask to manage close.

deadlines.

• Ability to prioritize tasks and multitask to manage close deadlines.
• Strong Interpersonal skills.
• Builds and maintains relationship with partners in my line of business as well as neighboring lines of business that we are partnered with.
• Reviews procedures and recommends updates needed.
• Following the standard processes to identify and minimize risk to the bank and customers, as well as maintain compliance standards.
• Monitoring accounts for alerts regarding suspicious activity including fraud, elder abuse, and wire activity.
• Ability to quickly retain complex information and resolve complex issues.
• Building and maintaining working relationships with co-workers.
• Staying up to date with the federal laws and regulations including but not limited to, the Bank Secrecy Act, US Patriot Act, OFAC and AML.
• Experience in detecting and reporting fraud.
• Familiar with engaging legal partners regarding matters involving litigation.
• Familiar with performing account reviews.
• Thorough knowledge and experience with completing SAR Reports when needed.

• Processing document requests from third parties
• Reviewing legal documents for account maintenance such as Power of Attorney, Trust, Guardianship & Court Orders to verify the documents provided adhere to the bank and state requirements.

• Handle escalated calls from customers or internal partners
• Investigates and Resolves a wide variety of issues and requests
• Accountable for the successful resolution of all customer and internal partner requests.

• Meeting and exceeding sales and customer/client service goals with the utmost of accuracy and highest ethical standards
• Selling financial products and responding to customer inquiries and concerns.

• Served as a resident expert for Small Business products, service, and strategies to Small Business customers
• Proactively identify, evaluate, and resolve customer concerns.

• Provides the best solution for customers by offering seamless delivery of service, sales and/or fulfillment requests
• Strives to meet and exceed sales goals set forth for an individual and team scorecard.