Jessica Lucidi
Phoenix
Summary
Banking professional with extensive experience at BOK Financial, specializing in account management and compliance. Demonstrated ability to enhance customer satisfaction through tailored solutions and strong relationship management. Expertise in loan processing contributes to high client retention and effective team collaboration to meet organizational objectives.
Overview
23
23
years of professional experience
Work History
Personal Banker II
BOK Financial
Phoenix
06.2023 - Current
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Promoted financial products by maintaining excellent service offering knowledge.
- Cross-sold bank products and services to meet customer needs and provide options.
- Enhanced client retention with proactive follow-ups and timely resolution of account issues.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Processed deposits, withdrawals and ACH transfers accurately.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Conducted regular audits of cash handling procedures, minimizing risk exposure for the branch.
- Resolved client disputes with empathy and efficiency, restoring confidence in banking services.
- Trained new personal bankers, elevating team performance and service quality.
Executive Assistant/Loan Officer Assistant
National Bank of Arizona
Phoenix
07.2020 - 11.2022
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Prepared reports for executives using advanced software proficiencies.
- Created expense reports for our management team.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Organized and coordinated conferences and monthly meetings.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Handled incoming and outgoing mail and email.
- Answered high volume of phone calls and email inquiries.
Administrative Assistant
Hobbs + Black Architects
Scottsdale
04.2016 - 07.2020
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
- Handled client correspondence and tracked records to foster office efficiency.
- Scheduled office meetings and client appointments for staff teams.
- Organized weekly staff meetings and logged minutes for corporate records.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
Senior Member Service Representative
Pentagon Federal Credit Union
Omaha
07.2003 - 02.2012
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Resolved concerns with products or services to help with retention and drive sales.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained staff on operating procedures and company services.
Education
BBA - Business Administration and Management
Wesleyan University
Omaha, NE05.2008
Skills
- Account management
- Loan processing
- Financial analysis
- Compliance adherence
- Customer onboarding
- Relationship management
Personal Information
Title: Executive Assistant
Locations
- Phoenix, AZ, 85018
Timeline
Personal Banker II
BOK Financial
06.2023 - Current
Executive Assistant/Loan Officer Assistant
National Bank of Arizona
07.2020 - 11.2022
Administrative Assistant
Hobbs + Black Architects
04.2016 - 07.2020
Senior Member Service Representative
Pentagon Federal Credit Union
07.2003 - 02.2012
BBA - Business Administration and Management
Wesleyan University