Kiara Hames, MBA
Charlotte,NC
Summary
Driven finance and banking professional effective at maximizing customer service opportunities while exceeding individual performance goals. Community reputation for industry knowledge and high levels of integrity in loan processing and other financial services matters.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Notary Public
Self Employed
04.2022 - Current
- Checked documents and identifying credentials for all parties.
- Administered oath to document signers to obtain affirmation of truth.
- Updated journal with names and dates for permanent record.
- Looked for signs of fraud or coercion and refused notarization.
Research and Remediation Analyst Contractor
Wells Fargo Bank, N.A.
09.2020 - 10.2021
- Conducted research and investigated escalated inquires and complaints for the Executive Office regarding checking and savings accounts and customer experiences; Connected with other departments for SME support, missing information, NIGO requests, etc.
- Perform intake identifying risks and decide fitting course of action, leading insightful strides to completely recognize the issues, research, products, terms and conditions and errors using the ECMP system
- Delivering customer with first call resolution via phone, email or letter including non- monetary or monetary actions, open and closed cases, etc.
Service Support Specialist
PNC Bank, NA
07.2019 - 07.2020
- Conducted case management activities including follow up with Bankers, Tellers, Branch Management regarding Online Banking maintenance/setup, Bill Pay, Zelle, PopMoney, and services with multidisciplinary team to resolve customer issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- With extensive knowledge of company's products such as Loans, Lines of Credit, Annuities, Life Insurance and other retirement products, was able to successfully recommended products to customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
Service Consultant
LPL Financial
03.2017 - 03.2019
- Provided support for Financial Advisors regarding New Account process which included reviewing applications and supporting documents for accuracy and compliance (In Good Order) , verifying initial ACH, Wire, Check deposits.
- Processed distributions, account transfers (incoming and outgoing), and account and contribution requests from clients and Financial Advisors relating to several employer sponsored 401K plans, Defined Benefits Plan, Thrift Savings Plan, Annuities, Life Insurance, etc and company's owned IRA accounts (Rollover, ROTH SEP and SIMPLE, and Traditional).
- Increased client/customer satisfaction by resolving issues with first-call resolution resulting in 98% satisfaction rate.
Client Services Specialist - Contractor
Vanguard
05.2016 - 02.2017
- Serviced clients in opening new accounts, account maintenance (Contributions, Distributions, Investment Mutual Fund Exchanges, Account Transfers, Death Claims set up, Closing Accounts for several products, including Traditional IRAs, Non-Qualified Accounts, IRAs, UTMA/UGMA, 401ks, Annuities, etc
- Contact clients, Financial Professionals to obtain necessary signatures and documentation on accounts due to an exception or missing information
- Research and resolve client’s problems, acting as the client’s liaison between other departments when necessary.
Education
MBA - Business Administration And Management
Colorado Technical University
Colorado Springs, CO06.2015
Skills
- Investment Products
- Government Regulations
- Business Operations
- Analytics and Research
- Financial Investigating
- Risk Assessment
- Correspondence Writing
- Partnership Management
Certification
Notary Public Commission
Notary Public
Timeline
Notary Public
Self Employed
04.2022 - Current
Research and Remediation Analyst Contractor
Wells Fargo Bank, N.A.
09.2020 - 10.2021
Service Support Specialist
PNC Bank, NA
07.2019 - 07.2020
Service Consultant
LPL Financial
03.2017 - 03.2019
Client Services Specialist - Contractor
Vanguard
05.2016 - 02.2017
MBA - Business Administration And Management
Colorado Technical University
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