Charmaine Clarisse Santander

• Document and maintain a comprehensive inventory of clients' business activities with the bank.

• Act as a proactive partner, reaching out to clients to assess progress, client satisfaction, and identify potential impediments to a high level of service satisfaction.
• Identify and address product/service gaps and development opportunities, leveraging the full array of Payments product capabilities, to proactively suggest enhancements to the client's product line up.

• Partner with internal client teams to develop and implement a strategic and tactical business plan to meet or exceed the expectations of the client.
•Use product knowledge to recommend and participate in product enhancements, and service delivery plans.
• Meet with clients on a periodic basis remotely to continuously stay appraised of clients' needs and temperature. • Keep appraised of day-to-day transactional and other routine issues by working closely with internal client service partners to proactively identify areas for improvement and efficiency.
• Act as a client advocate and voice of the client with internal partners to remove roadblocks, and advocate on behalf of clients to provide an exceptional service experience.
• Adhere to, and ensure the client's compliance with, risk policies, practices, and educate clients on risk and legal requirements.

Reference Data Specialist IV (Quality Control)

• Checking the output done by the initial analyst before sending the legal documents to the clients. Creation of IOP. Clean, validate, and interpret data to ensure accuracy.

• Perform signer maintenance requests for clients and/or bankers. Add/remove signers on clients' entity/account levels. • Helps ensure that all actions taken within an organization are compliant with internal policies and external regulations.
• Prioritizing rush requests sent by the client or banker.

• Ensuring compliance with legal and regulatory requirements governing electronic signatures and document management.
• Prepare documents for electronic signature or wet ink, ensuring all necessary fields and information are accurately populated.
• Notify stakeholders (e.g., clients, internal teams) about the status and progress of documents via email or other communication channels.
• Collect, consolidate, and integrate data from various sources. • Maintain data security measures to protect information from unauthorized access or disclosure.
• Train new individuals joining the group until they are fully equipped to take on cases.

Fraud Specialist I (Subject Matter Expert)

• Real-time assistance with new hires on how to work on specific products (Zelle, debits, ACH, wire, etc.) and responsible for discussing new updates or processes, as well as for analyzing and reviewing financial transactions made by clients to avoid any fraud, scams, or wrongdoers.
• Closely examined extensive financial and online data for signs of fraud.
• Working on alerts and cases that are assigned on a daily basis.
• Provides coaching during training to gain insights and develop an action plan on how to improve performance/scorecard.

• Contact clients for additional verification. Give and take feedback constructively, actively engaging in continuous learning, development, and training initiatives.

Deposit Review (Fraud Specialist I)

• Review and analyze deposit transactions to verify accuracy and compliance with regulatory requirements.

• Identify unusual or suspicious transactions that may require further investigation.

• Assess risks associated with deposit transactions, including potential fraud, money laundering, or compliance issues.
• Implement controls and procedures to mitigate risks, and ensure regulatory compliance.
• Investigate discrepancies or irregularities in deposit transactions.

• Assisting escalated callers for satisfaction, call listening, overseeing adherence, attendance, and integrity through floor walks.

• Diagnosing and resolving basic technical issues related to hardware, software, and network configurations.
• Provide billing options and a detailed explanation of each charge.

• Generate sales and promote products to customers after billing or technical issues are resolved.

• Communicate technical solutions and provide guidance to customers in a clear and understandable manner.
• Providing real-time assistance for escalation and answering agents' queries.

• Ensuring adherence to service level agreements (SLAs) and maintaining high standards of customer service and technical support.

• Built relationships with customers to encourage repeat business.
• Solved customer challenges by offering relevant products and services.
• Assessed customer needs and utilized suggestive selling techniques to drive sales.
• Engaged with customers to build rapport and loyalty.
• Provided positive first impressions to welcome existing, new, and potential customers.