MARSHA BURNETT
Spring Valley,NY
Summary
Customer-focused, service-centric professional with an over 15 years career committed to proactive customer relationship management
Overview
22
22
years of professional experience
1
1
Certification
Work History
Client Service Manager, SVP
Citi Private Bank
New York
04.2020 - Current
- Managed teams that provided best-in-class service to high value Legal Industry clients, consistently achieving over 95% service level
- Built and maintained strong relationships with internal stakeholders to meet clients' needs and resolve escalated issues
- Maintained meticulous records of clients' interactions and transactions in compliance with industry best practices and company standards
- Maintained in-depth knowledge of Citi's product portfolio and supporting processes to ensure maximum efficiencies while delivering superior service
- Participated on cross-functional teams to implement process improvements which enhanced the client experience and improved service operational efficiency
- Partnered with global and regional managers to support new business initiatives
- Monitor and report on customer satisfaction and feedback, and use this information to improve service delivery
- Act as a customer advocate, ensuring that clients’ needs and concerns are addressed promptly and effectively
- Monitor calls to lead and mentor team of customer service professionals, fostering a culture of continuous improvement and high performance
Associate Banker - Compliance, VP
Citi Private Bank
New York
03.2018 - 03.2020
- Reviewed all information and documentation ensuring compliance with local regulation and Citi standards
- Updated KYC forms and client profiles according to policy requirements
- Followed up with clients to ensure information is received before due dates
- Performed KYC tasks, including monitoring and tracking of the KYC records and Appendix approval process, assisting with the development and execution of action planning for expiring records, and ensuring records are not past due
- Assessed risk appropriately when business decisions are made, demonstrating particular consideration for the firm's reputation to ensure compliance with all legal and regulatory requirements in line with the policies of the CPB.
Associate Banker-Sales, VP
Citi Private Bank
New York
07.2015 - 02.2018
- Organized Client/prospect meetings - coordinated the pre-call planning, organizing post-meeting notes, and maintain all client call records including call reports
- Assisted the assigned banker in the creation of sales and marketing strategies designed to generate revenue growth and to acquire new target clients, with a focus on Investments
- Ensured appropriate completion of documentation related to KYC/AML from the client and all aspects of client records and documents were updated
- Assisted assigned banker with prospecting: conducted new client/prospect research, generated leads and develop prospects, networked to identify referrals to new clients/prospects, and coordinated client events.
Client Service Officer, VP
Citi Private Bank
New York
07.2007 - 06.2015
- Provided timely and efficient processing of all client related transactions pertaining to internal/external payment requests, trade execution, and all other types of transactions across bank's internal systems
- Ensured compliance with all legal and regulatory requirements in line with the policies of the CPB
- Engaged in astute work habits to identify fraudulent transactions and assisted clients in resolving
- Took ownership of client investigations and collaborated with operational and middle office teams to ensure effective resolution.
Personal Banker, Officer
Citibank, N.A
New York
06.2005 - 06.2007
- Leveraged Citi's customer leads and other lead generation techniques to identify new prospects for referral opportunities and cross-sell bank services
- Exceeded monthly targets for Life insurance, Home Equity, Mortgages, and Investment referrals
- Ensured effective resolution of client investigations by collaborating with operational and office teams.
Financial Associate (FE Intern)
Citibank, N.A
New York
05.2004 - 05.2005
- Developed relationships with external vendors and existing client base
- Interfaced with cross-functional departments to troubleshoot problems
- Assisted clients in completing documentation and collecting all the necessary KYC requirements.
Financial Associate (Head Teller)
Citibank, N.A
New York
08.2003 - 04.2004
- Maintained adequate bank funds on a daily basis
- Reconciled and deposited daily funds.
Financial Associate (Teller)
Citibank, N.A
New York
10.2001 - 07.2003
- Provided quality transactional service to clients
- Made sales referrals to designated personnel.
Education
Master of Business Administration -
Keller Graduate School of Management
08.2004
Bachelor of Arts -
University of the West Indies
11.1994
Skills
- Salesforce
- Lead Generation
- Microsoft Office Suite: Word, Excel, PowerPoint, Access
- Training and Mentoring
- Customer Relations
Certification
NASD Series 7, 6, 63 & 66
Passions
- Mentorship
- Traveling
- Gardening
- Baking
- Tennis
Industry Expertise
- Wide and deep understanding of banking from the ground up
- Creative, big-picture thinker with an eye for improving the customer experience
Awards
- National Service Officer of the year 2013
Volunteer Experience
New Life Tabernacle Church, Community Outreach Team Member, 2020, Present
Accomplishments
- Diversity Leadership Program 2017
References
References available upon request.
Timeline
Client Service Manager, SVP
Citi Private Bank
04.2020 - Current
Associate Banker - Compliance, VP
Citi Private Bank
03.2018 - 03.2020
Associate Banker-Sales, VP
Citi Private Bank
07.2015 - 02.2018
Client Service Officer, VP
Citi Private Bank
07.2007 - 06.2015
Personal Banker, Officer
Citibank, N.A
06.2005 - 06.2007
Financial Associate (FE Intern)
Citibank, N.A
05.2004 - 05.2005
Financial Associate (Head Teller)
Citibank, N.A
08.2003 - 04.2004
Financial Associate (Teller)
Citibank, N.A
10.2001 - 07.2003
Master of Business Administration -
Keller Graduate School of Management
Bachelor of Arts -
University of the West Indies
Similar Profiles
AHMED AFIFIAHMED AFIFI
Director - Saudi and Levant at Citi Private bankDirector - Saudi and Levant at Citi Private bank
LAYLA ALSAHLILAYLA ALSAHLI
Private Banker Lead- MENA Market at Citi Private BankPrivate Banker Lead- MENA Market at Citi Private Bank
Micaela LomaxMicaela Lomax
Cash and Trade Processing Analyst at Citi Private BankCash and Trade Processing Analyst at Citi Private Bank
Rhonda DouglasRhonda Douglas
Associate Securities Processing Analyst II at Citi Private BankAssociate Securities Processing Analyst II at Citi Private Bank
Kervenson DurandisseKervenson Durandisse
Fulfillment Center Associate at AmazonFulfillment Center Associate at Amazon