Matthew Jocke
Saint Petersburg
Summary
Dynamic Client Service Specialist with proven track record in managing client relationships and optimizing service delivery, now seeking to leverage strong analytical and problem-solving skills into more advanced roles pertaining to business operations and support. Adept at identifying and mitigating risks, ensuring compliance, and enhancing operational efficiency through meticulous attention to detail and strategic oversight.
Overview
12
12
years of professional experience
Work History
Social Media Client Svcs Advocate
Bank of America
01.2019 - Current
- Handling highly sensitive client complaints received via high-risk channels
- Triage and own client issue resolution while maintaining Bank of America's social standards, metrics and mitigating risk
- Exercising impeccable judgement and collaborating with other lines of business when necessary to foster a cohesive client experience
- Utilizing sound leadership skills while taking initiative to enhance job and system knowledge
- Assist as Subject Matter Expert for new hire onboarding and training
- Provide support to incumbent agents via chat or in person
Centralized Small Business Banker
Bank of America
11.2017 - 01.2019
- Discovering and accommodating the needs of prospective and existing Small Business clients
- Analyzing client business functions by way of effective probing to provide applicable business solutions
- Assist in opening new account products and services with accuracy while driving operation metrics and maintaining regulatory obligations
- Act as Subject Matter Expert for Service to Sales (S2S) training program in Tampa, FL and Dallas, TX for new hire and incumbent SB Centralized Sales associates
Sr. Client Services Advocate - SBCM
Bank of America
02.2013 - 11.2017
- Intaking high call volumes for clients within the Small Business Client Management gate
- Assist with client inquiries related to Small Business Checking, Savings, Credit Card and Commercial Loans
- Maintaining effective communication with Small Business Client Managers, SSAs and Small Business Bankers to ensure escalated client requests are met
- Execute proficient utilization of client management systems including iCon, GCB Navigator, Synergy, Interact and Blast to effectively identify and engage assigned client managed teams
- Provide Subject Matter Expert support for new hire training
Education
Bachelor's of Science -
Full Sail University
Winter Park, FL06.2023
Diploma -
Durant High School
Plant City, FL05.2007
Skills
- Scrupulous Attention to Detail
- Exceptional Verbal/Written Communication
- Effective Deadline Management/Prioritization
- Highly Adaptable in LOB Systems & Operations
- Proficiency in Issues & Risk Management
- Exceedingly adaptable and multi-task oriented
Timeline
Social Media Client Svcs Advocate
Bank of America
01.2019 - Current
Centralized Small Business Banker
Bank of America
11.2017 - 01.2019
Sr. Client Services Advocate - SBCM
Bank of America
02.2013 - 11.2017
Bachelor's of Science -
Full Sail University
Diploma -
Durant High School
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