Madia Woods
Jacksonville
Summary
Highly experienced client service specialist with 10+ years of financial service experience with a strong background in commercial banking, treasury management, and client relationship management. Efficient with managing client portfolios to increase cash flow, identify and reduce risks through fraud prevention efforts, and maintain strong client relationships through rapport building. Excellent communication and collaboration skills, partnering with 5+ cross functional teams (sales, relationship, operations, compliance, technology) to resolve high volume, complex client issues in a fast paced environment. Recognized for rapidly growing organizations through onboarding and training new clients, improving use of treasury management tools for independent financial oversight. Goal oriented and committed to overall team success by multitasking across various systems to retain deep banking and product knowledge to drive business growth.
Overview
9
9
years of professional experience
Work History
Business Relationship Support Associate
Wells Fargo, NA
11.2022 - 09.2024
- Provided dedicated support and managed a portfolio of 30-50 middle market business clients with revenues ranging from $50 million to $1 billion within the Global Treasury Management sector of commerical banking.
- Partnered with business client managers and relationship teams to improve business cash flow by providing treasury management solutions including payables, receivables and fraud prevention services to reduce loss of profits.
- Identified and implemented electronic payment systems to minimize fraud and risks from manual check processing to ACH, wires, and commerical card solutions, reducing customer processing costs by 15%.
- Addressed 50-100+ client inquires per month, making informed decisions using independent judgement, adhering to policies, procedures and compliance in a deadline driven and collaborative team environment, working across all organizational levels.
- Onboarded 10-30+ new clients annually, helping to utilize treasury management tools that allowed clients to independently monitor accounts by reviewing dashboards and retrieving daily reporting.
- Obtained strong multitasking skills by utilizing multiple systems and applications to perform tasks while developing deep knowledge of treasury management products.
Personal Banker
Wells Fargo, NA
10.2021 - 10.2022
- Assisted 10-20+ clients daily and built customer relationships and rapport through proactive outreach, recommending financial solutions, and promoting bank products and services.
- Partnered with relationship bankers and investment specialists to refer emerging affluent and affluent customers to address specific financial needs in expanding financial portfolio.
- Assisted customers with account openings, service requests, and credit applications, successfully securing over $75,000 in approved credit applications in a quarter.
- Obtained deep knowledge of bank products and services to assist in customer needs and provide suitable financial solutions.
- Used independent judgement, identified, and took appropriate action to flag potential fraud, high risk accounts for vulnerable customers at risk of account takeover and fraudulent activity.
Associate Customer Service Representative
Wells Fargo
01.2021 - 10.2021
- Handled 80+ inbound calls daily and resolved customer inquires and issues with understanding regarding financial products and services through various lines of communications (phone, text, chat, video chat) in a fast-paced, high-volume call center environment.
- Escalated complex questions, issues and complaints to senior employees and managers for prompt resolution in order to maintain customer satisfaction and relationships.
- Used screen sharing tools to support customers in troubleshooting account issues, such as online banking login complications, and navigating banking applications and software to provide live assistance.
- Verified debit card and ACH transactions that that prevented account use, to restore account access.
Teller
Wells Fargo
08.2015 - 12.2020
- Assisted 50+ customers daily, processing teller transactions, including deposits, withdrawals, payments, and shared digital solutions, highlighting the benefits of digital banking.
- Promoted products and services for credit card and personal loans, collaborating with bankers and financial advisors to pull credit statements and help find eligibility for 10+ clients per month, meeting weekly sales goals.
- Updated daily and weekly reports for operating systems to balance out the vault for opening and closing procedures, and maintaining and increasing cash revenue up to 150k+ as the ATM custodian for 5 team members.
- Obtained knowledge of bank procedures and products and exercised judgement to meet customer's financial needs.
Education
Bachelor of Science - Psychology
University of South Carolina
Columbia, SC05-2021
Skills
- Collaborative Team Engagement
- Portfolio Management
- Client Relationship Management
- Customer Service and Support
- Cross-Selling Financial Solutions
- Fraud Risk Management
- Self Sufficient
- Problem-solving skills
Timeline
Business Relationship Support Associate
Wells Fargo, NA
11.2022 - 09.2024
Personal Banker
Wells Fargo, NA
10.2021 - 10.2022
Associate Customer Service Representative
Wells Fargo
01.2021 - 10.2021
Teller
Wells Fargo
08.2015 - 12.2020
Bachelor of Science - Psychology
University of South Carolina
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