Jared Sanchez
Murrieta
Summary
Dynamic Assistant Vice President with extensive experience at Bank of America, specializing in complaint resolution and regulatory compliance.
Overview
9
9
years of professional experience
Work History
Assistant Vice President; Resolution Specialist
Bank of America
Brea
10.2020 - Current
- Reviewed escalated complaints from regulatory bodies, including Consumer Financial Protection Bureau and Better Business Bureau.
- Assessed diverse issues raised against Bank of America to identify root problems.
- Formulated fair resolutions and drafted professional response letters on Bank of America letterhead.
- Consistently ranked among top three performers within the team for several years.
- Achieved promotion to AVP due to strong work ethic and extensive experience.
Small Business Service Specialist (Contact Center)
Bank of America
Brea
12.2016 - Current
- Delivered seamless customer service solutions in Small Business Deposit Servicing.
- Communicated complex deposit and credit card inquiries clearly to customers.
- Maintained strong customer relationships through comprehensive product knowledge.
- Executed routine account transactions and referred requests to appropriate departments.
- Investigated and resolved diverse inquiries, collaborating with various teams as needed.
- Managed escalated inquiries by partnering effectively with teammates to fulfill requests.
- Tracked and followed up on outstanding servicing requests to ensure resolution.
- Ensured successful resolution of all customer requests with accountability.
Small Business Preferred Rewards/OJT Training Coach
BOA
Brea
08.2019 - 10.2020
- Identified opportunities for Preferred Rewards Program enrollment among Small Business clients.
- Addressed diverse inquiries related to online banking and account management.
- Mitigated complex issues by clarifying balances and reviewing check holds.
- Set record for generating warm leads for Preferred Rewards tiered program.
- Coached and motivated team members to achieve performance objectives as selected by management.
Small Business Resolution Service Team
Bank of America
Brea
03.2018 - 08.2019
- Delivered troubleshooting and procedural support to Small Business BOA representatives.
- Utilized FDES systems for precise fund allocation and risk hold evaluations.
- Investigated R3 and Adjustment Correction cases, issuing verification letters and authorization forms.
- Assisted clients with ACH/Wire inquiries using GIN, COMPASS, and related tools.
- Managed overflow calls from Small Business CORE, resolving complex account issues.
- Achieved recognition as top performer within one year of service among experienced colleagues.
- Secured three promotions within one year through consistent high performance.
- Served as training example for new hires, showcasing rapid advancement potential.
Small Business Priority Service Team
Bank of America
Brea
04.2017 - 03.2018
- Dealing with Small Business Owners who are at the priority level and require special attention.
- Creating the experience of a 'one stop shop', resolving all issues related to PST clients including, but not limited to:
- Releasing holds for larger amounts, with a cap of $25,0000
- Assessing risk involved with releases, and using all available resources to make an educated decision.
- Assisting clients with Account Management services' features and troubleshooting online issues.
- Ability to force pay items in accordance to PST policy.
- Promoted to band H6 after only being in Small Business services for 3 months.
Retail Deposits (Bilingual Spanish)
Bank of America
Brea
11.2015 - 12.2016
- Handled incoming calls from Spanish and English speaking customers regarding account inquiries and issues.
- Processed transactions and fulfilled customer requests efficiently.
- Achieved PR5 status consistently, earning multiple awards from Retail Deposits management.
- Selected for elite EET/Asset Team among hundreds of candidates.
- Implemented innovative concepts to foster competition among team groups, enhancing productivity.
- Developed recognition programs to highlight specific employee achievements and improvements.
- Contributed ideas that became integral to daily operations of the department.
- Maintained high standards of customer service through effective communication.
Education
High School Diploma -
Thomas Jefferson High School
Auburn, WA06-1996
Skills
- Complaint handling
- Regulatory compliance
- Technical troubleshooting
- Product knowledge
Timeline
Assistant Vice President; Resolution Specialist
Bank of America
10.2020 - Current
Small Business Preferred Rewards/OJT Training Coach
BOA
08.2019 - 10.2020
Small Business Resolution Service Team
Bank of America
03.2018 - 08.2019
Small Business Priority Service Team
Bank of America
04.2017 - 03.2018
Small Business Service Specialist (Contact Center)
Bank of America
12.2016 - Current
Retail Deposits (Bilingual Spanish)
Bank of America
11.2015 - 12.2016
High School Diploma -
Thomas Jefferson High School
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