Olivia Neal

Responsible to commerical clients (westcoast) portfolio and monitoring of lines of credit, Treasury accounts and fixed loans. monitor invoices and payment intake. Clients will reach out to me as point of contact for any issues with checks, wires or cash being received.

my department works off of excel reports from business partner departments and reports to management when issues get resolved and the timeline and steps utilized to complete.

I am apart of the team who is working on new process flows and better procedures to make the process easier and more efficient with the least negative client impact.

supported clients with inquiries from dedicated treasury partners (DSD's) who would submit requests and issues of missing funds to or from cash vaults

worked with resolution team on finding missing funds or paper trail of transfer requests.

business partner queue (working with getting depts to the right queue for support on vendors (i.e Brinks, Lumis, Garda)

monitored day to day requests and followups to ensure all isssues were completed in a timely manner and client was kept in contact to ensure limited negative client imact.

Strict turnaround times and updates to be logged.

Call center environment from Banking centers and clients.

inbound and outbound

At the start of each shift, i would get an excel report of what payments were missing or what wires didnt post.

monitored transfers and statement postings.

Risk Management; monitored keywords send via security dept and would reach out to clients regarding issues they voiced via social media platforms.

Research role; payment research and contacting multiple banking center locations for various issues clients had.

knowledge of all products as clients would mention all in posts.

customer service conduct and would schedule and set times for follow ups to enhance customer experience.

Document authentication research with partner departments

payment fraud research

worked a client queue of banking centers for all research and escalated issue

outbound call center

Responsible for day to day portfolio of clients mortgage accounts and Home Equity lines of credit.

Fast paced call center; inbound and outbound calls from clients and teammates

payment research, fraud line (HELOC)

Manage accounts and update client information and leave detailed comments for other teammates