Marie Davidson Email and Phone Number

• Confer with clients regarding project specifications including timing, data elements, materials and special handling instructions for print/mail applications• Initiate, plan and document layout of client’s project specifications with internal print and web departments through client set up forms and internal project management system • Facilitate and monitor projects from initial setup through production, working with internal departments to ensure timely implementation and follow through in accordance with clients’ requirements and company standards • Communicate project status, problems or changes to clients, internal departments and sales. • Escalate issues to Management as needed. Solicit and resolve inquiries, changes and complaints.• Create and maintain SOP documentation and client records• Monitor and manage recurring projects, i.e. processing, printing and mailing of daily and monthly statement files, utility bills, tax forms etc. • Ensure that clients provide required deliverables including data, materials and postage• Track and provide clients with monthly inventory, postage and activity reports

• Provides clients with a personalized, rewarding experience by executing a variety of defined client engagement strategies through relationship calling, in-person conversations and referrals to specialists• Manages a portfolio of clients by providing exceptional client care through the recommendation and implementation of products, services and education• Gains in-depth knowledge of clients' financial life priorities and connects them to solutions and specialists that will assist them in meeting their financial goals• Subject matter expert on employee banking benefits presented to new hire and existing employees at designated worksites. Educates and drives awareness of the financial solutions that are available to employees while taking care of their financial needs by opening accounts, scheduling appointments, answering questions, etc.Key Contributions• Consistently exceeds Customer Satisfaction Goals with an overall average satisfaction score of 97.3%• Mentors and trains new and promoted staff who train in our Financial Center• Subject matter expert on Digital and Mobile banking products and services

• Demonstrated, educated and assisted customers with conducting transactions through online banking, mobile banking, and ATM self-service technologies• Educated teammates in new and updated technology enhancements • Worked with retail and small business customers to build and deepen relationships by uncovering financial needs and recommending the best products, services and solutions to meet those needs• Ensured clients were connected to the appropriate teammate to help them achieve their financial goals; ensured all sales, service and specialized needs were met to help drive overall revenue growth• Met client's needs by partnering with specialists and business partners to fully understand what they can offer clients to effectively generate referralsKey Contributions• Met or exceeded quarterly personal and financial center sales and operational goals• Assisted branch management with escalated client issues and problem resolution• Assisted the Financial Center Manager with branch operations for 6 months in the absence of the Financial Center Operations Manager

• Built and strengthened relationships with the high-net worth Wealth Management clients of four Financial Advisors through efficient administrative, operational, and sales support spanning correspondence, portfolio analysis, and account maintenance• Ensured compliance with financial standards and regulations by reviewing documentation for consistency and accuracy• Managed expense reporting, monitoring and reimbursement for the teamKey Contributions• Drove client satisfaction and trust in brand and services by supporting clients from initial engagement onward to provide comprehensive, high-level customer service• Cultivated a seamless and organized customer experience by liaising with clients, financial advisors, and banks to provide a single point of contact for clients' wealth management needs

• Directed the operations and personnel of a high-volume customer service and online banking center to exceed productivity and service goals• Effectively resolved complex problems and customer requests as the highest point of escalation for critical issues• Led talent recruitment, training, and development to motivate individuals and teams in their product and service knowledge and performance• Managed implementation projects to bring new products and services to our customers• Ensured the expertise and compliance of banking service teams by coordinating training and directly coaching staff

Oversaw branch operations and personnel by assisting with team performance management and supervision of customer service and sales. Ensured high-level customer support by setting and motivating the achievement of high quality and productivity standards as well as total compliance with company and industry policies. Leveraged flexibility and operational expertise to perform all banking roles, including opening new accounts, handling banking transactions, and balancing daily branch transactions.Key Contributions:• Developed and delivered staff training to smoothly transition the staff of a small credit union acquired by Rockland Federal to changing policies and procedures.• Drove strict compliance with banking regulations by monitoring adherence to BSA and compliance policies, implementing policy changes and updates, and completing all required documentation.

Consistently delivered exceptional member service by email and telephone to assist members with website troubleshooting, navigation, and the use of special features, such as online bill payment. Collaborated with customers and online banking vendors to identify issues and develop effective solutions for online banking tools. Entrusted with the training and development of new and existing team members.Key Contributions:• Awarded Employee of the Month three times for exemplary member service.• Trained approximately 30 service center and branch personnel to facilitate the bank’s conversion to a new operating system.

Instrumental in guiding the customer service excellence and transaction accuracy of the teller line through monitoring and supervision of transactions and customer interactions. Ensured tellers’ compliance with company policies and banking industry regulations by completing required documentation and reviewing transactions to verify compliance.Key Contributions:• Managed a successful student-run, in-school credit union branch by training, supervising, and evaluating students in their handling of transactions in line with all bank policies and standards.• Trained approximately 30 service center and branch personnel to facilitate the bank’s conversion to a new operating system.