Open To Work
Sherieka Senior-Scott
Eastern Bank
Boston,MA
1
Certification
11
Years of experience
Banking and customer service professional with a background in digital banking support, incident handling, and branch operations. Handles Tier 2 issue resolution, SLA-driven case management, teller services, account maintenance, and regulatory reporting while supporting customer retention, team coordination, and accurate daily operations.
Work History
Service Associate II
1 Year 3 Months- Proactively engage clients, including high-value customers, to strengthen relationships and promote retention and portfolio growth.
- Deliver accurate teller services including deposits, withdrawals, check cashing, loan payments, and monetary instrument processing.
- Opened and maintained deposit accounts; prepared and processed loan applications, supporting loan closings while ensuring compliance with banking regulations.
- Ensure adherence to bank policies, audit controls, and regulatory reporting (including large cash transactions)
- Balance ATM daily, investigate discrepancies and ensure operational accuracy and compliance.
- Troubleshoot digital banking issues and escalate complex problems to appropriate teams.
- Collaborated with team members and management to achieve branch goals, focusing on sales referrals and enhancing customer retention initiatives.
Command Center Analyst
6 Months- After the closure of First Republic bank, I transitioned into a similar role in JP Morgan Chase.
- Delivered Tier 2 technical support for digital banking platform, resolving complex system and client issues.
- Managed incidents using ServiceNow and JIRA, ensuring SLA compliance and timely resolution.
- Tracked incidents, escalated issues, and documented resolutions across cross-functional teams.
- Identified recurring issues and documented resolutions to improve processes and enhance service delivery.
- Supported corporate clients with digital banking functionality, enhancing user experience and reducing downtime.
- Collaborated with cross-functional teams and technical departments for root cause analysis and implementation of platform-wide solutions.
- Maintained compliance with security protocols, risk management, and fraud prevention standards.
Command Center Analyst
2 Years 5 Months- Managed communication as primary point of contact for digital banking incidents and Tier 2 escalations, ensuring timely resolution and minimizing service disruption.
- Coordinated with vendors (Q2, Fiserv, FIS, MX, Intuit) to resolve issues impacting system availability and performance.
- Collaborated with executives, department heads, product managers, vendors, and cross-functional teams to identify and resolve individual and system-wide issues, enhancing overall system reliability.
- Supported digital platforms including Online Banking, Zelle, Bill Pay, wires, and account opening systems.
- Managed ticketing workflows, backlog prioritization, and incident resolution lifecycle.
- Conducted data analysis of customer issues and complaints, identifying trends and recommending improvements.
- Participated in testing, system upgrades, and product releases, ensuring successful implementation.
- Developed documentation and procedures that improved operational efficiency and facilitated team training.
Consumer Service Associate II
1 Year 9 Months- Resolved customer inquiries regarding accounts, transactions, and digital banking platforms, enhancing customer satisfaction.
- Trained individuals in live call handling, focusing on call etiquette, issue resolution, and exceptional customer experiences, leading to improved service quality.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Functioned as a subject matter expert, providing insights on banking systems and processes to help team members address diverse customer needs.
Technical Advisor
3 Years 8 Months- Rehired by Conduent following a company-wide revamp and rebranding after being laid off by Xerox.
- Delivered technical support to customers experiencing device faults, enhancing user satisfaction.
- Isolated technical issues to identify root causes, improving resolution times.
- Achieved promotion to Senior role, reflecting advanced skills and responsibilities.
- Addressed customer complaints and concerns with effective communication, fostering positive relationships.
- Displayed courtesy and strong interpersonal skills with all customer interaction.
Education
Associate of Science - Finance
Skills
Banking software
Digital banking support platforms
Incident Management
SLA management
Vendor management
Root cause analysis
Data analysis
Regulatory adherence
Risk assessment
Bank operations
Digital banking
Customer relationship management
Problem solving
Excellent Verbal and Written Communication
Certification
Notary Public, Commonwealth of Massachusetts
Timeline
Service Associate II
Eastern Bank
08.2025 - CurrentRead More
Command Center Analyst
JP Morgan Chase
07.2024 - 01.2025Read More
Command Center Analyst
First Republic Bank
01.2022 - 06.2024Read More
Consumer Service Associate II
First Republic Bank
03.2020 - 12.2021Read More
Technical Advisor
Conduent (Formerly Xerox
03.2016 - 11.2019Read More
Bunker Hill Community College
Associate of Science from Finance
Read More