Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Matthew Canales

San Antonio,TX

Summary

Knowledgable financial professional Adept at enhancing operational efficiency and customer satisfaction, I leveraged data analysis and professional customer service at wellsfargo bank to streamline processes and strengthen client relationships. My expertise in fraud prevention and commitment to excellence drove significant improvements in accuracy and compliance, embodying a proactive and results-oriented approach.

My ability to effectively communicate is driven by my tenure in collections at Chase Bank and has allowed me to excel at my interpersonal skills.

Overview

8
8
years of professional experience

Work History

Distribution Processor

Capitol Group
03.2024 - Current
  • Improved Accuracy by conducting self paced audits and reconciling discrepancies in a timely manner.
  • Provided excellent customer service through proactive communication with clients regarding Paperwork processing, status updates, and potential delays.
  • Streamlined distribution operations by collaborating with team members to create new workflows and job aids.
  • Mentored new employees on best practices in distribution processing, fostering a culture of continuous improvement throughout the organization by assisting in training classes.
  • Contributed to overall business success through diligent attention to detail in every aspect of the distribution process from start to finish.

Premier Banker

Wellsfargo Bank
02.2023 - 10.2024
  • Strengthened client retention by conducting periodic portfolio reviews and providing valuable insights on investment performance.
  • Maintained up-to-date knowledge of industry trends, regulatory changes, and product offerings to better serve clients'' needs.
  • Built lasting relationships with clients through proactive communication and regular followups.
  • Streamlined banking processes to enhance efficiency and accuracy in transactions.
  • Managed a portfolio of high-value accounts, ensuring timely execution of transactions and adherence to compliance requirements.
  • Developed tailored financial strategies to help clients achieve their short-term and long-term objectives.
  • Improved client satisfaction by delivering personalized financial solutions and exceptional customer service.
  • Educated customers on features and benefits of banking products and services.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Collaborated with team members to meet goals and improve overall performance.

Check Processor

Capitol Group
10.2023 - 03.2024
  • Achieved faster turnaround times for check clearing by prioritizing high-value transactions and utilizing automated systems.
  • Maintained strict confidentiality while handling sensitive financial information, protecting customer privacy and preventing fraud.
  • Developed a keen attention to detail, allowing for quick identification of discrepancies and ensuring accurate check processing.
  • Met established deposit processing productivity standards.
  • Supported cross-training efforts within the team, learning additional roles to provide backup support when necessary.
  • Identified counterfeits, suspicious activity or potential red flag transactions and immediately reported to supervisor.
  • Ensured accuracy in data entry, resulting in fewer discrepancies and quicker resolution of issues.
  • Adhered to all regulatory guidelines and internal policies during check processing operations, maintaining compliance at all times.

Customer Service Associate

Wellsfargo Bank
06.2021 - 03.2023
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
  • Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
  • Trained new associates in company policies and procedures, fostering a supportive work environment.
  • Provided coachings and learning opportunities for new hire employees.
  • Assisted in classroom development including teaching and providing best practices.

Collections Assosiate

Chase Bank
01.2018 - 06.2020
  • Prioritized workload efficiently managing a portfolio of assigned delinquent accounts.
  • Assisted in the development of comprehensive policies and procedures that fostered a proactive approach to account management.
  • Analyzed debtor financial situations carefully before determining suitable repayment options ensuring sustainable payment plans were established.
  • Established positive relationships with customers, encouraging timely payments and minimizing default rates.
  • Coordinated with internal departments such as sales or finance teams to resolve disputes impacting collections success.
  • Maintained a high level of professionalism while resolving delinquent accounts with tact and empathy.
  • Created work job aids that utilized metric data to foreshadow end of month metrics. This allowed us to project upcoming metrics and allowed us to get closer to percentage goals with better accuracy.
  • Assisted in score card development meetings to better structure metrics to align with business models and goals.

Credit Card Fraud Analyst

Citibank
08.2016 - 01.2018
  • Enhanced fraud prevention protocols by staying current on industry trends and best practices.
  • Assisted customers in understanding their rights and responsibilities related to credit card usage, contributing to better overall security practices among users.
  • Played a key role in the recovery of stolen funds through diligent investigation and coordination with relevant parties.
  • Reduced credit card fraud by implementing effective monitoring and detection strategies.
  • Improved customer satisfaction by promptly addressing and resolving fraud-related inquiries.
  • Consistently met or exceeded departmental goals related to fraud detection and prevention, demonstrating a high level of dedication and expertise in the field.

Education

Associate Of Science - Medical Lab Technician

St. Phillips College
1801 Martin Luther King Dr, San Antonio, TX 78203

Skills

  • Professional customer service
  • Customer service training
  • Attentive customer service
  • Data analysis
  • Fraud prevention
  • Fraud detection
  • Dispute resolution
  • Effective communication
  • Verbal and written communication
  • AML compliance
  • Proficient in microsoft Excel
  • Collections knowledge
  • Collections regulatory guidelines
  • Debt collections
  • Collections duties
  • Collections processing
  • Asset allocation
  • Investment analysis
  • Financial planning

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.

Timeline

Distribution Processor

Capitol Group
03.2024 - Current

Check Processor

Capitol Group
10.2023 - 03.2024

Premier Banker

Wellsfargo Bank
02.2023 - 10.2024

Customer Service Associate

Wellsfargo Bank
06.2021 - 03.2023

Collections Assosiate

Chase Bank
01.2018 - 06.2020

Credit Card Fraud Analyst

Citibank
08.2016 - 01.2018

Associate Of Science - Medical Lab Technician

St. Phillips College

Similar Profiles

CREATE PROFILE
Matthew Canales