Katherine Tung

• Having strong knowledge on our Products so we can better assist and provide superior service to our clients.
• Answered daily phone calls/emails. Assisting Business clients through different products they are having trouble with.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Learning different systems for specific products: troubleshooting, researching, and problem solving for the customer

Products and Systems used:

• ACI Payment Systems - Online Banking, ACH, Wires, Positive Pay (ACH or Check), E-statements, Payment Reports
• ARGO - search transaction history, pull customer information
• Directlink Merchant (FIS Global - Deposit Bridge Plus) - troubleshoot scanners, enable users, password reset, pull deposit reports
• IBM Trusteer - monitor the security and risk of the customer
• Partner Care (CheckFree) - make stop payments for customer, determine whether its a draft or single check

• Processed Mail in/night drop deposits and logging it into Horizon & excel data sheets.
• Answered daily phone calls for account balance or loan payment questions
• Issued Cashier's check/starter check forms: making sure its approved by 2 supervisors
• New Accounts - set up customer profiles in deposit origination- Production Xe business or personal.
• Returned Mail: distributing it to the correct branch, input into Record Excel Data Sheets and contacted customer to verify the address
• Deluxe check ordering
• Renewing Certificates of Deposits.
• Set Regulation CC holds on large amount checks, on case by case or new accounts
• Used related software and systems for
• FIS Horizon Production XE - processed daily transactions: deposits, withdrawals, transfers, close accounts, and loan payments (home loan or auto) incoming/outgoing wires. Pull check images from Net Image. Purchasing cashier's check/starter check
• FIS Efunds- OFAC checks for wires, new accounts, address analysis for customers changing mailing or permanent address.
• Image Centre- pulled daily reports, printed bank statements for customer, indexed documents into Horizon system after a new account is open

• Provide service for customers that have issues logging into 'Online Banking'
• Set up Online Banking accounts for customers
• Manage outgoing wires on a daily basis
• Filing customer portfolios

• Greeted clients when they first arrive.
• Open checking/savings account for clients.
• Processed withdrawals, deposits, payments and account lookups for clients.
• Worked well in fast paced bank environments.
• Met assigned sales goals and processed transactions with high accuracy.

• Answer Daily Calls: answer questions or taking messages from agents or clients. Coordinated with lenders, title, and escrow companies on a daily basis. Assisted with getting escrow packages, title reports, lender conditions and other documentation that needed to be signed.
• Making Appointments: help schedule property showings, open house schedules. Assisted in negotiation, setting up inspections and appraisals.
• In the Field: assist agent to property showings, open house, and the final walkthrough. Accountable for producing flyers and sign in sheets, setting up signs, and answering general information or questions clients have about the property.
• Achieved 100%+ of prospecting monthly goals (20+ new prospective clients monthly).