Jemma Delic
Phoenix
Summary
Dynamic Treasury F&S Sr. Specialist at Bank of America with a proven track record in operational enhancement and risk management. Expert in cash management and analytical thinking, successfully implemented process improvements that reduced errors and optimized workflows. Adept at coaching teams and fostering strong client relationships to drive strategic decision-making.
Overview
10
10
years of professional experience
Work History
Treasury F&S Sr. Specialist
Bank of America
05.2022 - Current
- Developed and implemented process improvements to enhance operational efficiency and reduce errors.
- Collaborated with cross-functional teams to streamline project workflows and optimize resource allocation.
- Analyzed data trends to identify areas for improvement, informing strategic decision-making processes.
- Facilitated knowledge sharing through team training.
- Collaborated with platinum gold large commercial corporate clients and Bank of America internal clients to address treasury cash management requests via email.
- Processed treasury cash management requests including ACH/WIRE payments, account reconciliation, and fraud management.
- Collaborated with internal business partners to ensure accurate completion of client requests and mentored new associates on handling unfamiliar tasks.
- Managed urgent email requests monthly, providing guidance and support to new team member
Loyalty Representative
AT&T
12.2018 - 05.2022
- Resolved customer inquiries regarding loyalty programs and benefits, enhancing overall satisfaction.
- Assisted customers in enrolling and managing accounts within loyalty program systems.
- Educated customers on promotional offers, driving engagement with loyalty initiatives.
- Collaborated with team members to streamline processes for handling customer feedback.
- Researched various AT&T plans (TV, internet, cell phone) while maintaining and building customer relationships.
- Identified customer priorities and tailored resolutions accordingly.
- Operated in a metric-driven environment, set up payment arrangements, provided product/plan information, reviewed bills, and investigated billing issues.
Collections Representative Inbound-outbound
Bank of America
07.2015 - 12.2018
- Managed inbound and outbound calls to collect overdue payments effectively.
- Resolved customer inquiries regarding account statuses and payment arrangements.
- Documented interactions in collections system to ensure accurate account records.
- Collaborated with team members to improve collection strategies and processes.
- Handled inbound and outbound calls to address past-due credit card accounts, ensuring compliance with FDCPA regulations.
- Assessed customer financial situations through probing questions to recommend suitable solutions, including hardship programs.
- Updated customer records with accurate contact information while delivering exceptional customer service.
Education
Maricopa Community Colleges, Phoenix College
Phoenix, AZSkills
- Innovation management
- Analytical thinking
- Documentation management
- Customer relations
- Resource allocation
- Coaching and mentoring
- Continuous improvement
- Compliance monitoring
- Risk management
- Knowledge sharing
- Operational enhancement
- Relationship building
- Problem-solving
- Time management
- Excellent communication
- Task prioritization
- Multitasking Abilities
- Written communication
- Teamwork and collaboration
- Attention to detail
- Reliability
- Self motivation
- Customer relationship management
- Professionalism
- Adaptability
- Root-cause analysis
- Cash management
- Financial risk management
- Treasury Management
- Proficient in Microsoft Office (Word, Excel, and PowerPoint)
Timeline
Treasury F&S Sr. Specialist
Bank of America
05.2022 - Current
Loyalty Representative
AT&T
12.2018 - 05.2022
Collections Representative Inbound-outbound
Bank of America
07.2015 - 12.2018
Maricopa Community Colleges, Phoenix College
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