Venus Rivera
Stratford,NJ
Summary
Detail-oriented Senior Electronic Banking Associate with a strong background in customer service and regulatory compliance. Skilled in resolving customer issues and collaborating with teams to implement effective banking strategies, ensuring seamless branch operations and a positive customer experience.
Overview
13
13
years of professional experience
Work History
Senior Electronic Banking Associate
Northfield Bank
Woodbridge, New Jersey
12.2012 - Current
- Educates customers on digital banking tools and services offered by the bank.
- Help customers understand and use mobile applications and online banking.
- Assist clients in setting up online banking services, enhancing accessibility and convenience.
- Assisted customers via phone and email, effectively resolving banking inquiries and recommending tailored solutions.
- Resolve customer complaints promptly, maintaining a positive banking experience.
- Collaborated with team members to develop and implement customer service strategies, improving overall customer satisfaction.
- Cultivated strong customer relationships by delivering personalized service and support, contributing to customer loyalty.
- Maintained a thorough knowledge of bank products, services, policies, procedures, regulations and compliance requirements.
- Handled incoming calls from customers regarding their accounts or banking needs.
- Supported departments by researching information and facilitating communication with Spanish-speaking customers.
- Knowledgeable of Remote Deposit Capture, ACH Origination, Wires Origination, Positive Pay, Bill Pay, and Dual Control features.
- Knowledgeable of systems: Navigator, Q2, Fiserv, Compass, Zelle, Partner Care, Vikar, Nacha, Web Capture, Web Director, and Business Analytics.
- Compiled daily reports including PIM, CheckFree, Zelle (monthly), SAF, Payments over $4,000, Stop Pays, and SSA Reports.
- Reviewed daily stop payments placed at a branch level for accuracy.
- Assist with account lookups for legal documents received, including review attorney lists for "no hit" response, complete the questionnaire for each required response to "no hit" subpoenas, and turn over subpoena hits to the Legal Associate for completion.
- Assist the Legal Associate with account research for any legal documents.
- Assist with the review of accounts in a dormant/inactive status to determine if account holder has other active accounts.
- Efficient at multi-tasking and demonstrates great organization skills.
- Works directly with Security, Information Security, and Branch Admin when dealing with potential fraud.
- Collaborates directly with the Cash Management Specialist Team and Business Developers with building Cash Mgmt applications and ensuring all documents are properly executed.
- Works directly with Security, Information Security, and Branch Admin when dealing with potential fraud.
- Collaborates directly with the Cash Management Specialist Team and Business Developers with building Cash Mgmt applications and ensuring all documents are properly executed.
Education
Certified in Computerized Accounting - ACOOUNTING
Middlesex County College
Edison, NJ11-2012
High School Diploma -
Carteret High School
Carteret, NJ06-2000
Skills
- Digital banking
- Regulatory compliance
- Banking software proficiency
- Branch operations
- Customer relationship management
- Technical troubleshooting
- Problem solving
- Attention to detail
- Time management
- Team collaboration
- Effective communication
- Communication skills
- Relationship building
- Conflict resolution
- Customer Service-oriented
Languages
Spanish
Professional
Accomplishments
Sunshine Award - 2014
Timeline
Senior Electronic Banking Associate
Northfield Bank
12.2012 - Current
Certified in Computerized Accounting - ACOOUNTING
Middlesex County College
High School Diploma -
Carteret High School