Oct 2025 – Present · 7 mos · Hybrid

• As a CSO 3, I serve as a key partner to relationship managers, supporting a complex portfolio of business clients within Treasury Management.
• ~ My responsibilities include:
• Acting as the primary point of contact for operational and product-related inquiries.
• Supporting clients with Treasury Management products such as ECS, BAI, international wires, and related platforms (UAM, Service View, Hogan).
• Conducting due diligence, onboarding, and proactive outreach to ensure compliance with regulatory requirements.
• Evaluating client account profitability and risk while identifying opportunities for process improvements.
• Collaborating across internal teams to resolve escalations, enhance client experience, and deliver solutions that balance risk and business growth.

Oct 2024 – Sep 2025 · 11 mos · Hybrid

• Provide support for a small portfolio of customers
• Work with business client managers to maintain a portfolio of accounts
• Oversee overall customer experience
• Produce loan reports and forms related to initiation of the documentation process
• Assist in financial statement analysis for non-complex relationships
• Handle customer issues and assist in decisions with business client managers
• Evaluate profitability and risk of designated portfolio
• Help with customer associated risk management
• Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals
• Interact with internal customers
• Receive direction from leaders
• Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

May 2023 – Sep 2024 · 1 yr 4 mos · Hybrid

• Support the technology and specialty team in providing solutions to the internal partners and external customers for any technical issues in their respective functional area, including online specialty products and services.
• Be responsible for recording inquiries as well as repair and service requests.
• Track service request status and follow up with the client to ensure client satisfaction.
• Perform routine operational and customer support tasks related to technology.
• Receive direction from supervisor and escalate questions and issues to more experienced individuals.
• Interact with immediate team on basic information related to routine tasks.
• Interact with internal and external customers regarding any technical issues in their processes.

Mar 2022 – May 2023 · 1 yr 2 mos · Hybrid

• Support customers and resolve moderate to complex inquiries or issues regarding financial products and services via phone in a fast-paced environment with a high volume of calls.
• Perform routine tasks such as answering inquiries, resolving problems, and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations.
• Regularly receive direction from management, escalate questions, and refer more complex issues to Sr. Customer Success Representatives.
• Resolve customer issues in a friendly and courteous manner in both English and Spanish.
• Express empathy when helping customers to correct their issues.
• Navigate multiple computer systems researching customer needs and offering solutions, all while communicating effectively and accurately when delivering information.