🧠 Jessica Finch Email & Phone Number

As a Senior Preferred Banking Training Specialist, I am responsible for designing and delivering comprehensive learning solutions that support employee development within the preferred banking division. My role involves creating both web-based learning and instructor-led training programs, utilizing a blend of instructional design principles, industry best practices, and real-world banking insights.Key responsibilities include:Developing Engaging Training Content: Crafting high-quality, interactive web-based learning modules and engaging instructor-led training sessions tailored to meet the needs of our preferred banking team. Leveraging tools like Articulate 360 and the Adobe Suite, I build customized e-learning experiences and in-person training resources that support skill acquisition, product knowledge, and customer service excellence.Facilitating Effective Learning Experiences: Conducting in-person and virtual sessions to deliver impactful, interactive training experiences. Ensuring that learning outcomes are met by incorporating scenarios, role-play, and other experiential learning techniques that resonate with diverse learning styles.Collaborating with Stakeholders: Partnering with subject matter experts, managers, and senior leadership to understand evolving training needs, ensuring that content aligns with business goals and enhances the client experience.Evaluating and Enhancing Training Programs: Analyzing feedback and performance metrics to continuously improve training effectiveness and relevance. Implementing updates and enhancements to keep materials current, engaging, and aligned with both employee and business requirements.In this role, my goal is to create learning experiences that not only build confidence and competence but also equip team members with the skills needed to deliver exceptional client service in our Preferred Banking Department.

Phoenix, Arizona, United States

As a Senior Client Service Training Specialist, I provided essential training to commercial clients on the use of our online banking and Treasury Management products. My role focused on empowering clients with the knowledge and skills they need to effectively manage their finances through our digital platforms, ensuring a seamless banking experience.Key responsibilities included:Delivering Client-Focused Training: Conducting personalized training sessions for commercial clients, guiding them on how to navigate and utilize online banking and Treasury Management tools to meet their specific financial needs.Providing Ongoing Support: Acting as a point of contact for clients post-training to answer questions, address technical issues, and offer additional guidance to ensure a smooth transition to our platforms.Collaborating with Product and Support Teams: Working closely with internal teams to stay updated on new features, system updates, and client feedback, ensuring that training content remains relevant, up-to-date, and aligned with the latest platform enhancements.Enhancing Client Confidence and Efficiency: Striving to make complex digital tools accessible and easy to use, ultimately improving client satisfaction and enabling them to efficiently manage their financial operations through our services.Through this role, I aimed to create a positive, empowering experience for commercial clients, helping them confidently navigate our Treasury Management and online banking products for optimized financial management.

Phoenix, Arizona, United States

As a Senior Client Service Analyst, I was dedicated to delivering exceptional support by addressing client needs with a first-call resolution approach. My role involved managing a high volume of inbound calls, providing timely and effective solutions to enhance the client experience.Key responsibilities included:Client-Centered Support: Responding to client inquiries with a first-call resolution mindset, aiming to fully address questions and concerns in a single interaction to maximize efficiency and client satisfaction.Problem Solving and Issue Resolution: Analyzing client issues and delivering accurate, prompt solutions, whether related to account management, transactions, or product information. Escalating complex situations as needed while maintaining ownership until resolution.Efficient Communication: Ensuring a positive client experience by communicating clearly, empathetically, and professionally, regardless of the nature of the inquiry.Performance and Process Improvement: Continuously improving performance metrics, including average handling time and customer satisfaction scores, by refining my approach and sharing feedback to enhance contact center processes.In this role, I focused on building trust and rapport with clients, ensuring they felt heard and valued, and consistently striving to exceed client expectations with every call.

Tempe, Arizona, United States

As the Written Correspondence representative of BBVA Bank, I was responsible for the intake, maintenance and responses to complaints submitted in a written format. I had a focus on FDIC, BBB and CFPB cases, and worked closely with our Compliance Department to ensure bank risk was at a minimum.

Tempe, Arizona, United States

A part of the Client Care Team at BBVA USA, I handled escalated client concerns on behalf of the CEO and executive offices with professionalism and swiftness. I consistently acted as a neutral party who sought the best resolution for the client and the bank mutually in the escalated concern.

Gilbert, Arizona, United States

As the Client Experience and Operations Manager, I was responsible for ensuring proper maintenance and compliance with company and federally mandated requirements. Additionally, I managed a teller staff both training and oversaw the day-to-day operations.