Mayra Mancha
San Antonio,TX
Summary
I intend to use my professional expertise in this field along with any knowledge, towards expanding the customer base of the organization, apart from ensuring optimum customer satisfaction for the existing customers. I seek to offer my leadership skills along with extensive experience in the field towards the performance of my duties and consequently towards the growth of the organization. Over 24 years professional experience in the banking and financial sector with an emphasis in identifying gaps and risks. Ability to collaborate with peers to brainstorm to create ideas to improve overall Customer Experience ratings across Lines of businesses.
Overview
15
15
years of professional experience
Work History
Fraud Specialist Bilingual IV
JPMorgan Chase
11.2018 - Current
- In my current role I take incoming calls for Deposit Reviews, Compliance and EMM calls and KYC
- I am a mentor to my peers and have been experienced in leading projects or task per management request
- Making the best decision for the customer and bank based on policy and procedures and Federal Regulations
- I de-escalate calls on daily basis to overcome any customers concern or complaint
- Ensuring we are following customer requests with a positive attitude
- I have identified gaps in policy and have informed management of what doesn’t make sense for review or update
Wealth Management
JPMorgan Chase
04.2018 - 11.2018
- Studied for Series 7 Exam failed by 1 point
- What I learned was Federal Regulations, Taxes, State and Federal Laws for Banking, Municipality and Investment Industry
Operations Sr. Specialist II
JPMorgan Chase
01.2014 - 04.2018
- Team Leaders quality evaluations for Card Collections, Retail Collections, Estates, Sworn Documents, First Response Desk and other non-phone unit on compliance and customer experience
- I have also been crossed trained our Target Review group on the retail unit
- I am consistently asked by my manager to perform Ad-hoc blind reviews for leadership with very detailed findings that I have been recognized for completing in a small deadline window
- My role here in browse has also consisted in training onboarding team members; as well as, current peers in retail or non phone unit
- I am always learning and implementing new ideas to help our team meet our project deadlines
- I am known for always demonstrating team work, balancing my work load, helping out with training my peers and meeting deadlines on daily, monthly and yearly basis
- I have been recognized for finding discrepancies in policy and making sure it gets updated to policy by submitting the changes through my manager or CSDnet
- I am a team player and I am always willing to listen to my strengths and opportunities to help develop and grow in my career here with Chase
- In the last 4.5 years in my role as a Operations Sr
- Specialist my job requirements have consisted of quality validations for Browse team, management and quality
Operations Coordinator JEP
JPMorgan Chase
01.2013 - 01.2014
- Currently my role here at Chase is assisting Angela Dossey (Operations Manager at Wiseman) on confidential projects that allow her to ensure everyone is compliance, completing projects by due dates by sending reminders, assisting Senior Administrator with any additional task for visitors and setting up appointments with peers she needs to meet with
- I am also doing a combination of Operations Coordinator: what this means am I assisting with task in workforce management, complete adjustment on time for example: FMLA, Absence & time that is unaccounted for the advisor to be off the phone
- My role at Chase is ensuring I am providing exceptional customer service by going above expectations on incoming and outgoing calls
- Following our Solutions through Partnership ensuring I fully understand our Card Members
- I have lead team meetings about policy and procedure to ensure all the proper parties
- I create job aids to ensure my team is successful in avoiding violations with policy and procedures and Federal Regulations
- I have accomplished to obtain a Mentor to guide me in the direction of my goals to build the leadership skills that are required to get to the next level of accomplishments here at Chase and Career mobility
Customer Support Division
01.2012 - 01.2013
- My role at Chase is ensuring I am providing exceptional customer service by going above expectations on incoming and outgoing calls
- Following our Solutions through Partnership ensuring I fully understand our Card Members
- I have lead team meetings about policy and procedure to ensure all the proper parties
- I create job aids to ensure my team is successful in avoiding violations with policy and procedures and Federal Regulations
- I have accomplished to obtain a Mentor to guide me in the direction of my goals to build the leadership skills that are required to get to the next level of accomplishments here at Chase and Career mobility
Service Manager
Wells Fargo
08.2009 - 09.2011
- My role at Wells Fargo was to handle high volume of customer transactions, disputes or handling customer issues for a high level of satisfaction
- Compliance trainee: for incoming and existing team members to ensure all team members were in compliance and understood federal regulations; as well as, policies and procedures, verified outgoing paper trailed items and reviewed all store items to ensure our branch was in compliance
- Ensured our branch and team members were prepared for audits, if not follow protocol to ensure all was in compliance
- Ensure our team members stayed productive at all times and utilized their time in an effective manner
- Completed daily road maps to ensure our team members followed our shine in customer service and created daily commitment daily quotas as an individual and store
- As a Service manager I completed task that needed immediate attention on daily, monthly, and quarterly to check the status of our strengths and opportunities; as well as, staying in compliance of performance levels
- I conducted huddles for communication on team about different changes as a complete financial institution, retail banking store, and individual performances
- As well as; conducting team meeting with employees and district manager to receive feedback on my performance and create actions plans
- My role was also to create weekly schedule for employees, complete daily audits on team members, complete spreadsheet for daily sales for district manager
Education
Management -
Devry University
08.2020
Skills
- Lead by example
- Motivation
- Communication skills
- Organization
- Conflict resolution
- Training
- Coaching
- Integrity
- Handling sensitive documents
- Confidential information
Accomplishments
I have accomplished in the last 13 years with Chase to obtain different roles and knowledge.
I have been a subject matter expert and trained a class for KYC(Know your Customer)
I am currently in a pilot for Private Client Customers assisting with Wires and Deposit reviews.
Timeline
Fraud Specialist Bilingual IV
JPMorgan Chase
11.2018 - Current
Wealth Management
JPMorgan Chase
04.2018 - 11.2018
Operations Sr. Specialist II
JPMorgan Chase
01.2014 - 04.2018
Operations Coordinator JEP
JPMorgan Chase
01.2013 - 01.2014
Customer Support Division
01.2012 - 01.2013
Service Manager
Wells Fargo
08.2009 - 09.2011
Management -
Devry University
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