Customer Service Manager

Charmaine Massias, MBA

Customer Care Supervisor II at J.P. Morgan

ab9iim@r.postjobfree.com

Summary

Banking Professional with experience in Branch Compliance, Auditing, Sales and Mortgage Banking

Experience

Customer Care Supervisor II at J.P. Morgan

September 2011 - Present (1 year 11 months)

Manages & Supervises a team of Research Analysts.

Manages & leads highly sensitive projects.

Coach & Motivate Research Analysts

Leads team to maintain a 99% Quality Ratio

Compliance Team Member at Signature Securities Group

March 2011 - July 2011 (5 months)

Revised Compliance Manuals with relevant industry updates.

Updated the 2011 Firm Element CE Plan.

Organized Registered Representatives Regulatory Folders in preparation for the FINRA Exam.

Initiated document archive process to remove dated correspondence from location.

Assisted Chief Compliance Officer in organizing regulatory documentation.

Contributed to the completion of the Registered Investor Advisor Branch Exam.

1 recommendation available upon request

AVP- Commercial Real Estate Officer at East West Bank

March 2010 - June 2010 (4 months)

Responsible for the origination of Commercial and Construction Real Estate Loans, as well as the acquisition

and retention of DDA Checking Accounts. The CRE Officer also handled many customer service issues and

customer requests for disbursements from their loans.

Prepared weekly Loan Maturity Reports and Pipeline Reports for Senior Management.

Current portfolio size $85MM.

1 recommendation available upon request

Business Relationship Officer/Assistant Manager/Operations Manager at East West Bank

November 2002 - March 2010 (7 years 5 months)

Managed sales of bank products, new business, operations, customer service and teller activates at a tier one

banking center and worked with regulatory compliance, internal policies and procedures.

Supervised hiring, training, staffing and coaching of 4 customer service representatives and 3 personal

bankers.

Lead team of 3 bankers and oversaw monthly sales figures to determine if goals were met.

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Reviewed and verified customer documents; performed OFAC/KYC/CIP for new and non-customers.

Selected Accomplishments:

Helped branch rank among top-4 branches in district during internal checking account contests each year.

Played an instrumental role with branch scoring satisfactory internal audits and compliance audits.

Business Banking Specialist at FLEET BOSTON FINANCIAL

April 2001 - November 2002 (1 year 8 months)

Responsible for the management of the Highly Valued Business Customers portfolios, as well as the handling

of their banking and financial needs and solutions. The Business Specialist provided superior service and

strived for complete customer satisfaction through continuous improvement of customer experience.

Marketed credit products and services to small business customers.

Branch Manager at BONY

August 1999 - November 2000 (1 year 4 months)

Marketed consumer and small business banking services.

Managed and mentored a small staff of full time employees.

Conducted weekly sales meetings with branch team members to maintain superior customer relationships.

Relationship Manager at JPM Chase

January 1995 - August 1999 (4 years 8 months)

Acquired and maintained banking relationships within a targeted customer segment.

Managed an active customer portfolio of $20 million, through building customer relationships.

Branch Manager at JPMorgan Chase

January 1992 - January 1995 (3 years 1 month)

Provided leadership to a unique customer market with a strong focus on sales, sales and people management.

Conducted weekly sales meetings with branch team; provided feedback and coached employees to ensure

superior customer experience.

Developed, trained, and empowered branch team to deliver Chase's superior service.

Performed branch audits, ensured operation and cash controls were maintained as required.

Complied with all regulatory requirements, provided operational guidance and assistance to the branch team.

Completed performance evaluations on sales staff and tellers.

Addressed adverse employee situations as needed.

Selected Accomplishments:

1994 Branch Sales growth for Non-Bank Investments and Business Loans.

1994 Customer satisfaction goals.

Management Trainee at Chase's

September 1990 - October 1992 (2 years 2 months)

Chase's 2 yr Management Training Program gave us a through understanding of the bank and its operations

and it prepared us for our future aspirations.

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Organizations

SHRM

Skills & Expertise

Team Leadership

Strong Customer Service skills

Relationship Management

Customer Service

Banking

Commercial Banking

Credit

Loans

Portfolio Management

Finance

Management

Leadership

Training

Financial Risk

Time Management

Coaching

Marketing

Risk Management

AML

Mortgage Lending

Human Resources

CRM

Operational Risk

Operational Risk Management

Branch Banking

Retail Banking

New Business Development

Sales

Internal Audit

Customer Satisfaction

Auditing

Mergers & Acquisitions

Loan Origination

Credit Cards

Customer Retention

Investments

Financial Services

KYC

Credit Analysis

Small Business Lending

Credit Risk

Cash Management

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Mortgage Banking

Financial Analysis

Consumer Lending

Commercial Lending

Education

Keller Graduate School of Management

M.B.A, Human Resources, 2008 - 2011

Marymount Manhattan College

Bachelor of Science, Business Management/Minor Finance & Investments, 1996 - 2001

Laguardia Community College

Associate of Science Degree, Business Administration, 1990 - 1995

American Institute of Banking

1985 - 1989

St Jago High School

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Charmaine Massias, MBA

Customer Care Supervisor II at J.P. Morgan

ab9iim@r.postjobfree.com

2 people have recommended Charmaine

"Charmaine possesses a positve drive and motivation to achieve tangible results and she proved to be a

tremendous asset to our firm. While working in our Compliance group she demonstrated the ability to absorb

new information quickly and produce a high quality work product . She presents a friendly personality which

is a plus for any organization."

Brian McGlynn, Compliance Officer/CROP, Signature Securities Group/Signature Bank, worked directly

with Charmaine at Signature Securities Group

"This is to serve as my formal recommendation for Charmaine Massias. As Senior Vice President, Real

Estate Lending Manager of East West Bank, I work closely with Charmaine within our lending group. I have

known Charmaine since 2005 when she was my assistant manager at a retail branch of the bank and we

subsequently reconnected in 2010 when she became one of our lenders for my real estate lending group with

East West Bank. Charmaine is smart, thoughtful, and very successful person who had the respect of my other

colleagues and senior management of the Bank. Charmaine possesses great integrity and responsibility. I

know that I can trust her with any issue, whether professional or personal. I think extremely highly of

Charmaine."

Wayne Wong, SVP, Real Estate Lending Mgr, East West Bank, managed Charmaine at East West Bank

Contact Charmaine on LinkedIn

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