Michelle Ruiz

I process bank account openings, money movement such as wire, ACH and Zelle, submit CD maturity instructions for clients , bill pay, account maintenance, and web support. Maintains client records by verifying and updating account information.

• Resolves product or service problems in a timely manner by listening, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting the solution, and following up with the client.
• Follows established policies and procedures and reporting needed changes while complying with federal, state, and local banking regulations Documents customer feedback and complaints.
• Supports continuous improvement by identifying non-urgent or urgent call trends, observations, or common issues; participates in technology, testing, or projects.
• Protects the organization by following risk management protocols and adhering to regulatory requirements. Identifies and promotes Bank products to potential and existing customers.

I supervised, trained and monitored the performance of assigned banquet and service staff and ensured that all procedures were completed to department and location standards, i recognized and resolved client complaints and concerns, supervised the set up and break down of events and was in charge of the interview/hiring process.

I was responsible for assisting clients apply for the SBA loan and providing them with status updates, answered any questions or concerns they may have had. I was also assisting clients with any request they had for their business accounts and ensured i provided the best customer service i could in order to make their experience memorable and pleasurable. I was then promoted to work with the fraud analyst team, i was in charge of researching businesses using LexisNexis and requesting tax documents from clients to prove they had a business in order to qualify for the SBA loan, if clients failed to do so or if the documents were fictitious i would close the accounts and send the funds back to the SBA.

I had many roles working with Careington, it ranged from verifying insurance benefits to dental offices and optometrist offices prior to a patients appointment, ensuring i was in compliance with HIPAA regulations when handling sensitive patient information and protecting client privacy at all times, to meeting my sales goals and providing the best plans to clients. I handled about 80 calls a day and ensured i was meeting client satisfactory and having a resolution at the end of each call.