Sonya Rivera Email & Phone Number

Plymouth Meeting, Pennsylvania, United States

Administrative support to 2 Principal Relationship Managers.

Complete Customer Needs Assessments on each customer/requires interviewing client and uncovering entire financial holdings. • New Account opening, up-sell/cross-sell additional products and services. • Input loan applications/requires review and input of financial information and verification process of key financial information to ensure accuracy. Also requires review and analyzing credit report and additional financial documents. • Work leads to increase Consumer and Business relationships. • Participation in weekly call sessions to increase new leads for new accounts, loans and investments. • Focus on sales goals and proactively work to exceed all goals. • Ensure continued knowledge of and successful quarterly assessment in all consumer compliance, Bank Secrecy Act, Community Reinvestment Act, and fair lending laws, rules and regulations. • Additional responsibilities include many held as Service Manager.

Focus efforts on servicing mass market customers and selling products to existing customers.Work where customer transaction volumes are high. Key Responsibilities are: • Provide promptquality customer service along with support to Bankers/Financial Specialists and Financial CenterMgr. • Complete Customer Needs Assessment on each customer. • Perform a wide range ofservices including document preparation, account servicing/maintenance (account reconciliation,address change, stop payments, account closings, transfers, notary, processing check orders). •Resolve difficult customer issues/situations. • Plan and conduct regular staff meetings. • Solicit new accounts and cross-sell products and services. Follow-up on Teller referrals. • Provide and monitor quarterly compliance training. • Handle complex customer service issues by conducting research, taking ownership and following up with customer to provide status, and adhering to customer service protocols. • Utilized as Financial Center Manager, as needed.

Provided an example of excellent customer service for the financial center. Responsibilities were: • Monitored daily sales and referral progress for the entire team. • Assisted team members insetting and achieving individual sales goals. • Modeled accountability by setting goals and beingaccountable for achieving them. • Demonstrate an ability to coach team members to improveperformance. • Focal point for customers by greeting, assessing needs, directing to appropriatefinancial center personnel, and performed service transactions. • Educated customers on productsand services. • Required being a decision maker and escalation point for service and operationalissues. • Made outbound retention calls to high-value customers and identified potentialopportunities for growth of customer relationship. • Developed innovative ways to encourage,inspire, motivate, and support team members. • Established an environment that achievedexceptional customer service, facilitated teamwork and retained the best employees. • Activelyobserved and coached team members to achieve sales and customer service success. •Participated in the selection of financial center team members. • Pivotal point for all partnershipsthat support the financial center goals. • Responsible for the overall growth of the financial centerthrough the acquisition, expansion, and retention of customer relationships. • Assessedperformance of direct reports; reward and recognize strong performers, and developed actionplans to address performance issues.

General Studies

Education record

Diploma