Mary Jane Fiero

• Maintained detailed records of over 500 customer interactions, ensuring effective resolution tracking and follow-up communication when necessary. Monitored fraud alerts and investigated suspicious activity, protecting customer accounts from unauthorized access or transactions. Trained new employees on electronic banking procedures, ensuring consistent quality of service for customers. Collaborated with IT department to troubleshoot and resolve technical issues related to online banking platforms. Partnered with management to review processes continually, identifying areas for improvement within the Electronic Banking Specialist role. Achieved high levels of accuracy in transaction processing by adhering strictly to established protocols and guidelines. Enhanced customer satisfaction by providing timely and accurate information regarding electronic banking products and services. Opened new accounts and made changes to existing accounts. Presented products and services to customers using in-depth knowledge to answer questions. Identified customer desires and goals through needs-based sales tactics. Investigated and resolved account issues by offering applicable options to customers. Helped customers prepare documents required to complete transactions and process requests. Counted currency, coins and checks in cash drawer, night depository and ATM. Supported tellers by processing transactions involving money orders, cashiers checks and payments. Collected cash and checks for deposit or processed withdrawals by examining checks for endorsements, verifying amounts, inputting into computer systems and printing receipts. Maintained friendly and professional customer interactions. Counted, verified and handled bank deposits and armored car transactions.
• Executed approximately 30 to 40 wire transfers per day, stop payments and account transfers. Handled various accounting transactions. Processed wide variety of retail banking transactions for personal and commercial customers. Referred customers to other banking departments for specialized services. Monitored and verified suspicious activity on customer accounts. Established rapport with new clients to increase satisfaction and loyalty. Processed applications for new accounts.
• Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due. Calculated fees due, interest and change for customer transactions.
• Wrote and distributed customer correspondence. Reduced error rates in loan applications, consistently maintaining thorough attention to detail while inputting data. Conducted credit checks on applicants, ensuring a high level of accuracy and minimizing potential risks to the lending institution. Assisted in improving collection efforts for delinquent accounts by diligently monitoring borrower payment histories and initiating follow-ups when necessary. Evaluated collateral values for secured loans using various appraisal methods, ensuring accurate determination of asset worthiness before loan approvals were granted.
• Supported team members with additional workload during peak periods, demonstrating adaptability and commitment to achieving departmental goals.

• Problem research and resolution; answer telephone; trained new employees; filled in as Teller, Vault Teller and ATM Teller; maintained Safe Deposit Boxes; performed Audit of available and rented Safe Deposit Boxes and Keys; performed Audit of Tellers cash drawer,; opened new Accounts and Loans.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Was selected to travel to Michigan in June, 2002 and Chicago, IL in November, 2002 to assist branches with their computer and system conversion, attended UAT Testing of new systems in Tempe, AZ in August, 2002.

Performed liquidation of assets comprised of commercial, real estate, and agricultural loans; conduct thorough settlement negotiations with clients, law firms, courts and financial institutions; develop liquidation strategies through financial analysis and asset evaluation, enabling the presentation of written and oral recommendations to senior management; maintain current credit records, provide concise reporting and establish an excellent rapport with other departments.

• Was assigned portfolio of more than 309 assets totaling more than $7,503,730 in book value.
• Received "Formal Thank You" in October, 1992, for preparing quality ECRs for Asset Marketing Sales Case, "Sustained Superior Performance Awards" in February, 1991 for exceeding collection and case goals by at least 108%, and for outstanding work performance and successful completion of special projects: "Letter of Commendable Work Performance" from Gregory K Watson, Assistant Specialist in Charge-Credit, FDIC Denver, Co in February, 1988 and "Letter of Commendation" from Lamar C Kelly, Jr. Regional Director (FDIC-Liquidation) San Francisco Regional Office in February, 1988.