JOSHUA D. HENDERSON
Charlotte
Summary
Talented and experienced Senior Banker with a proven track record of 5 years in the industry. Cultivates and strengthens productive customer relationships, resulting in consistent recognition as a top performer. Provides tailored financial solutions to both individual customers and business accounts, effectively meeting diverse needs. Resolves routine and complex financial issues, demonstrating excellent communication, multitasking, and conflict resolution abilities. Enhances employee satisfaction and drives business success through dedicated training initiatives. A diplomatic and friendly team player, equipped with the necessary experience and knowledge to handle any operational demand.
Overview
4
4
years of professional experience
Work History
Senior Banker
Bank of America
07.2024 - Current
- Trained and mentored junior banking staff to maximize performance, efficiency, and compliance.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Compiled and analyzed data to determine approaches to improve sales and performance. Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
- Implemented policies to improve efficiency and team performance. Established internal audit procedures to validate and improve accuracy of financial reporting.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
ESO Case Manager
Bank of America
01.2023 - 07.2024
- Investigates daily incoming research and adjustment inquiries: resolve differences: answer service request received from various channels
- Determine accounting entries and make appropriate dispositions
- Provide support to coach, train and develop other researchers within the department
- Acts as a lead and workflow coordinator while providing direction and guidance to less experienced department researchers
- Ensures that all cases are resolved in compliance with industry regulations and bank procedures
- Effective problem solver
- Subject matter expert on estate process and system of record
Senior Customer Success Specialist (Small Business)
Wells Fargo
03.2022 - 01.2023
- Support and coached less experienced representatives either on the spot, via telephone or chat
- Provide feedback and present ideas for improving or implementing processes and tools within customer success groups
- Perform complex financial product services and select customer segments through a variety of channels while also handling escalated complex inquiries and issues
- Provided subject matter expertise and training on policies and procedures, new or enhanced services and procedural changes
- Communicated with team members in different departments to resolve complex customer issues
Universal Banker
PNC
01.2021 - 03.2022
- Responsible for verifying inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings
- Subject mater expert of branch financial products, loans, and lines of credit
- Collaborated effectively with members across multiple organizational levels, to increase branch standards and customer satisfaction
- Developed sales strategy to identify customers complex financial needs to better provide recommendations on products
- Assisted in coaching teammates to increase knowledge of bank products and tools that would help provide exceptional service to customers while meeting metrics
- Handled duties of Assistant Branch Manager and assisted Branch Manager in bring annual compliance score from the 50 percentiles to 90 percentiles within 6 months
Education
Bachelor of Arts - Business Communications
Winston Salem State University
Winston-Salem, NC06-2019
Skills
- Customer Relationship Management
- Small Business Operations
- Team Building/Leadership
- Assessing fraud potential
- Process Improvement
- Mergers and acquisitions
- Complaint Resolution
- Financial goal discovery
- Client Experience Improvement
- Operations
- Employee Development
- Risk management policies
Accomplishments
- BPG 2023 Mentoring Program Participant
- Power of 10 2024 program Participant
- Awarded 5 Bronze Awards at Bank of America for Accomplishments with SFFO
Timeline
Senior Banker
Bank of America
07.2024 - Current
ESO Case Manager
Bank of America
01.2023 - 07.2024
Senior Customer Success Specialist (Small Business)
Wells Fargo
03.2022 - 01.2023
Universal Banker
PNC
01.2021 - 03.2022
Bachelor of Arts - Business Communications
Winston Salem State University
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