VAHE MUSHEGHYAN
Sunland,CA
Summary
I am a highly motivated employee seeking new challenges in my career. I possess a strong work ethic, adaptability, and exceptional interpersonal skills. My expertise lies in branch operations, internal audits, and Risk Control Self Assessments. I excel in working under pressure and easily adapt to new situations and challenges, always striving to enhance the organizational brand.
Overview
17
17
years of professional experience
Work History
Controls & Governance Officer, AVP
Bank of the West
Los Angeles, CA
03.2018 - Current
- Assisted in analyzing and evaluating departmental procedures, identifying opportunities for process improvement, and recommending new or improved processes.
- Communicated with regional management to provide updates on bank branch performance, possible risks, concerns, and opportunities for improvement.
- Maintained current knowledge of banking activities, operational risk management, and regulatory compliance requirements for financial institutions.
- Actively participated in professional seminars and bank operational risk management and regulatory compliance forums to stay updated on industry best practices.
- Conducted branch 1LOD audits, reviewing operational, compliance, and risk-based functions to ensure compliance with bank policies and procedures.
- Led individual interviews and tests with branch team members and supervisors to complete objective evaluations of bank operational processes, government codes, and regulatory compliance requirements.
- Assisted in the development and maintenance of departmental policies and procedures in alignment with the bank's Integrated Operational Risk Framework and industry best practices.
- Prepared reports, completed documents, and compiled information for conferences with branch, regional management, and division executives, providing assessment findings.
- Assisted in the testing of new specialized systems or system upgrades to ensure operational efficiency and compliance.
- Served as a subject matter expert, responding to operational inquiries and providing guidance to colleagues.
- Produced comprehensive reports outlining findings and recommendations for improvement.
- Recommended appropriate corrective measures to address concerns identified during examinations and audits.
- Inspected audit reports of internal and external auditors to monitor the adequacy of scope and identify specific weaknesses in internal routines.
Field Operations Officer
Bank of the West
Pasadena, CA
02.2016 - 03.2018
- Contributed to achieving operational excellence by performing job duties as Field Operations Officer efficiently due to excellent planning and organizational skills, strong analytical and research skills, extensive knowledge of banking operations, policies and procedures, as well as products and services.
- Collaborated with managers to assess needs and develop program plans.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company policies and procedures.
- Lead individual interviews and tests with branch team members and supervisors to complete objective evaluations regarding Bank operational processes, Government Codes and regulatory requirements.
- Assists in analyzing and evaluating departmental procedures and recommending new or improved processes as well as communicates with Regional Management regarding Bank branch performance, possible risks and/or concerns, and voices plausible opportunities for branch performance improvements.
- Prepares reports, completes documents, and compiles information to engage in conferences with Branch and Region Management with assessment findings.
- Meets compliance standards set forth by Senior Management by utilizing procedures of established audits and completing follow ups as needed.
- Tracking and monitoring progress of peer certification packet completions and corrections to ensure deadlines are met.
Customer Service Manager
Bank of the West, Winner
Monterey Park, CA
03.2014 - 02.2016
- Established and maintained positive relationships with customers, managers, and the customer service team, contributing to a successful and harmonious work environment.
- Demonstrated a strong knowledge of company products and services, enabling prompt resolution of customer complaints and concerns.
- Assisted staff in resolving complex customer issues by implementing targeted and effective solutions.
- Evaluated employee job performance and provided motivation to enhance productivity and achieve departmental goals.
- Upheld quality control policies and procedures to increase overall customer satisfaction.
- Conducted thorough investigations of sensitive customer service complaints and ensured prompt resolutions to achieve high customer satisfaction rates.
- Effectively explained product benefits, features, and recommendations to maximize client retention and foster long-term customer relationships.
- Conducted audits of customer account information, identified issues, and developed appropriate solutions.
- Balanced operational controls and customer service to minimize risk to the bank.
- Performed branch self-audits, including certifications, and conducted quarterly compliance meetings with team members.
Assistant Customer Service Manager
Bank of the West
Alhambra, CA
06.2009 - 03.2014
- Provided superior customer service, consistently ensuring customer satisfaction and building strong relationships.
- Actively participated in selling and cross-selling bank products by staying updated on the latest products and services, effectively increasing revenue goals.
- Performed operational functions to maintain compliance with regulatory guidelines, including customer and branch research, monitoring completion of back-office duties, and generating reports.
- Evaluated and resolved customer service complaints and problems, strictly adhering to established policies and procedures.
- Conducted branch self-audits, including certifications, to ensure strict adherence to operational standards and regulatory requirements.
- Assisted in the training and cross-training of customer service staff, promoting productivity, accuracy, and fostering a friendly customer service environment.
- Investigated sensitive customer service complaints and proactively delivered prompt resolutions, resulting in high customer satisfaction rates.
- Trained and mentored new team members, providing guidance and support to foster a positive and productive work environment.
Customer Service Representative
Bank of the West
Alhambra, CA
05.2006 - 06.2009
- Ensured positive public perceptions of the bank by extending a courteous greeting and welcome to customers and visitors, creating a friendly and welcoming environment.
- Processed customer transactions efficiently and accurately, maintaining a high level of attention to detail and adhering to timely standards.
- Provided excellent customer service by addressing inquiries, resolving issues, and offering knowledgeable assistance.
- Supported the bank's sales objectives and campaigns by actively cross-selling basic products, increasing customer engagement and satisfaction.
- Adhered to the bank's security and audit procedures, following policies and procedures to minimize losses and maintain the integrity of transactions.
- Promoted high customer satisfaction by promptly resolving problems with a friendly and knowledgeable approach.
- Set up and activated customer accounts, ensuring accurate and complete information.
- Handled all administrative duties, including answering telephone inquiries, directing questions to appropriate branch personnel, and responding to customer mail inquiries.
Education
Glendale Community College
04.2023
Associates Degree -
Glendale Community College
01.2010
Skills
- Extensive experience with Microsoft Office, including Excel, Outlook, PowerPoint, and Power BI
- Proficient in QuickBooks and strong background in general accounting
- Skilled in analyzing financial performance
- Friendly and positive attitude
- Strong critical thinking abilities for effective planning, organizing, and team management
- Excellent at building relationships and resolving conflicts
- Demonstrates reliability and trustworthiness
- Exceptional customer service skills
- Active listening skills
- Proficient in problem-solving
- Efficient in data management
References
REFERENCES AVAILABLE UPON REQUEST
Languages
Languages
English
Full Professional
Armenian
Native/ Bilingual
Russian
Limited
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Earned a Circle of Excellence award for sales and exceptional customer service.
Timeline
Controls & Governance Officer, AVP
Bank of the West
03.2018 - Current
Field Operations Officer
Bank of the West
02.2016 - 03.2018
Customer Service Manager
Bank of the West, Winner
03.2014 - 02.2016
Assistant Customer Service Manager
Bank of the West
06.2009 - 03.2014
Customer Service Representative
Bank of the West
05.2006 - 06.2009
Glendale Community College
Associates Degree -
Glendale Community College
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