Jordan Upton

• Ensure Accuracy- Double-check transaction details for correctness, including amounts and account numbers.
• Timely Execution- Process transactions promptly to ensure compliance with deadlines.
• Documentation- Maintain clear records of all transactions for auditing purposes.
• Prepare Documentation- Gather and prepare necessary forms and documents for new client accounts, including KYC (Know Your Customer) requirements.
• Client Communication- Assist in communicating with clients to gather information and clarify any onboarding queries.
• System Setup- Ensure that new accounts are set up correctly.
• Ongoing Monitoring- Regularly review account activity for accuracy and compliance.
• Client Updates- Prepare and distribute periodic account statements and performance reports to clients.
• Address Issues- Be proactive in identifying and resolving any discrepancies or client concerns related to their accounts.
• Data Management- Maintain accurate and up-to-date records of all transactions, client interactions, and account changes.
• Collaborate with Teams- Work closely with compliance, operations, back-office teams to ensure client satisfaction.
• Continuous Improvement- Identify areas for process improvement to enhance efficiency and client satisfaction.

• Accuracy and Timeliness- Ensure all transaction requests are processed accurately and within deadlines, including deposits, withdrawals, wires, and transfers for personal and small business accounts.
• Documentation- Prepare and verify necessary documentation for credit and account products, ensuring all forms are complete and compliant.
• Data Input- Accurately input and update KYC (Know Your Customer) information in the banking system, ensuring compliance with regulatory requirements.
• Regular Reviews- Conduct periodic reviews of KYC records to confirm that information is up-to-date and identify any needed follow-ups with clients.
• Daily Support Package- Prepare and compile a daily compliance package that includes transaction reports, KYC updates, and any flagged issues for review.
• Attention to Detail- Ensure all documents are organized and easily accessible for compliance audits and internal reviews.
• Onboarding New Staff- Assist in the training of new Sales Support Officers by providing training on processes, tools, and best practices.
• Mentorship- Offer ongoing support and guidance to all team members, helping them understand their roles and responsibilities effectively.
• Communication- Maintain clear communication with Private Bankers and Associate Private Bankers regarding transaction status, client inquiries, and compliance issues.
• Collaboration- Work closely with compliance and back-office teams to ensure all processes align with compliance.
• Feedback Loop- Gather feedback from Private Bankers and colleagues to continuously improve support processes and enhance service delivery.

• Greeting and Engagement- Warmly welcome clients upon arrival and engage them in conversation to understand their needs.
• Active Listening- Pay close attention to client requests and inquiries, showing empathy and providing personalized service.
• Problem-Solving- Address any client issues promptly and effectively, ensuring they feel valued and heard.
• Face-to-Face Interactions- Accurately process transactions based on client requests, including deposits, withdrawals, and transfers, while ensuring compliance with policies.
• Verification- Confirm client identity and transaction details to minimize errors and ensure security.
• Receiving Cash Shipments- Carefully receive and verify incoming cash shipments, ensuring accuracy and security in the handling process.
• Preparing Outgoing Shipments- Prepare excess cash for outgoing shipments, ensuring proper documentation and adherence to procedures.
• Filling ATMs- Regularly fill ATMs with cash, monitoring levels to ensure adequate availability for clients while staying within limits.
• Balancing Cash- At the end of each day, balance cash drawers and ATM cash to ensure accuracy and resolve any discrepancies.
• Attention to Detail- Maintain records of transactions and cash activities to ensure accountability.
• Compliance Awareness- Stay informed about compliance regulations related to cash handling and customer interactions.

• Visual Appeal- Regularly organize racks and shelves to create an inviting shopping environment.
• Engagement- Actively engage with customers to understand their needs, providing tailored recommendations based on their needs.
• Repeat Business- Build relationships with customers through exceptional service, encouraging repeat visits and building customer loyalty.
• Team Collaboration- Work closely with team members to ensure efficient store operations.

Customer Assistance Store Organization and Visual Merchandising Customer Relationship Building Returns and Exchanges Management Product Location and Inventory Management Cash Handling and Transactions General Best Practices

• Personalized Service- Assisted customers in finding shoes and apparel, providing tailored recommendations to meet their needs and preferences.
• Product Knowledge- Displayed product knowledge to help customers make informed purchasing decisions.
• Visual Appeal- Organized racks and shelves to enhance the store’s visual appeal.
• Follow-Up Engagement- Engage with returning customers to ensure satisfaction.
• Policy Compliance- Managed returns, exchanges, and refunds in accordance with store policies, ensuring a smooth process.
• Conflict Resolution- Addressed customer inquiries regarding returns with professionalism, resolving issues promptly to enhance the customer experience.
• Product Search- Assisted customers in locating products within the store and checked the store system for merchandise availability at other locations.
• Inventory Awareness- Maintained awareness of stock levels and popular items, facilitating efficient customer service.
• Transaction Efficiency- Handled cash, Visa, and debit transactions accurately while adhering to company cash handling policies.
• Team Collaboration- Worked collaboratively with team members to ensure efficient store operations.