Nicholas Blanchard
Joliet,IL
Summary
Dedicated Senior Associate with extensive experience collaborating with clients, promptly identifying needs and recommending products and services to accomplish clients' goals. Strong communicator focused on delivering outstanding customer care. Proficiency in Microsoft Office, Excel and Outlook. Strong communicator with follow-through skills and CRM certification. Bringing Treasury Management/Business Servicing expertise, documentation skills, and proven ability to handle high value clients in a positive and effect manner.
Overview
13
13
years of professional experience
Work History
Senior Associate IC- Small Business Associate
BMO Bank US
11.2022 - Current
- Managed 40-50 customer inquiries in informed, professional, and efficient manner daily
- Probes to understand customer needs and provide advice related to Business Banking, Commercial loans, and Credit card strategies that meet their objectives
- Understands customer needs and provided Business Banking service and sales to BMO Business customers or prospects
- Adhere to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, FCAC consumer provision and Privacy Act provisions
- Analyzes all issues and determines next steps
- Identifies and reports suspicious patterns of activity that are suspected related to fraud
- Always maintain current knowledge of business and personal banking along with best practices and trends that integrate into customer conversations in professional manner
- Authorize financial refunds, reversals, and adjustments within approved guidance of management
- Prioritizing security/verification on each call and email interaction as TM client services can be considered as last line of defense against fraud or scams.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and organization.
- Developed new sales opportunities through development and rollout of promotional plans.
Treasury Management Client Service Representative
Old National Bank
10.2021 - 11.2022
- Provide high touch, high value experience to client base, including responding to all inquiries and updating clients on status of open items daily until resolution
- Delivered outstanding customer service by maintaining professional demeanor during high-pressure situations.
- Responded to over 50 customer calls and emails to answer questions about products and services.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by team.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Prioritizing security/verification on each call and email interaction
- Assist with Wire funds, Complete ACH payments, Deposit checks with RDC scanner or mobile device
- Protect against fraud by making pending ACH/Check positive pay or return decisions
- Lead and own resolution of all client inquiries/problems through interaction with clients, bankers, product partners, branch operations and other staff in timely and professional manner with high degree of urgency
- Authorize financial refunds, reversals, and adjustments within approved guidance of management.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
Customer Account Manager
Estate Facilities Management
02.2011 - 10.2021
- High-volume of inbound and outbound calls (50-70) to provide service calls regarding HVAC and maintenance repair for store fronts and industrial sites
- Properly diagnosed customer needs while proactively educating them about features and benefits of products and services
- Schedule and dispatch workers, work crews, equipment, or service vehicles to appropriate locations according to customer requests, specifications, or needs by phone and or email
- Was acknowledged for having highest customer service rating in entire company from 2012-2020
- Confer with customers or supervising personnel in order to address questions, problems, and requests for service or equipment
- Receive and prepare work orders
- Monitor personnel and/or equipment locations and utilization in order to coordinate service and schedules
- Record and maintain files and records of customer requests, work or services performed, charges, expenses, inventory, and other dispatch information.
- Attended monthly sales meetings and quarterly sales trainings.
Education
Bachelor of Arts - Digital Media
The Art Institute of Illinois-Chicago
Chicago, IL03.2010
High School Diploma -
Plainfield South High School
Plainfield, IL05.2006
Skills
- Training and mentoring
- Performance monitoring
- Finance
- Financial Management
- Customer Service
- Time Management
- Decision-Making
- Attention to Detail
- MS Office
- Relationship Building
- Computer Skills
Accomplishments
- Achieved multiple Perfect 10 Customer Surveys by completing call quality with accuracy and efficiency 2023/2024.
Timeline
Senior Associate IC- Small Business Associate
BMO Bank US
11.2022 - Current
Treasury Management Client Service Representative
Old National Bank
10.2021 - 11.2022
Customer Account Manager
Estate Facilities Management
02.2011 - 10.2021
Bachelor of Arts - Digital Media
The Art Institute of Illinois-Chicago
High School Diploma -
Plainfield South High School
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