Ian Goltz Rottner

Throughout my career, I oversaw multi-faceted operations, consistently surpassing customer engagement targets while maintaining a strong focus on quality assurance and process optimization. I proactively assessed what was working and what was not and devised innovative changes in strategies and work frames to expedite customer satisfaction and retention. I effectively fostered strong partnerships with internal stakeholders and clients.

To drive sustainable growth, I seamlessly incorporated technology to monitor performance trends and offer tailored solutions. Through a steadfast commitment to delivering outstanding customer service, I consistently surpassed client expectations, nurturing enduring relationships that played a pivotal role in long-term success. Along this journey, I honed valuable leadership skills developed through my dedicated focus on customer service.

My strategic mindset, keen market analysis, and customer-centric approach allowed me to capitalize on emerging trends and build a solid client base. Moreover, my expertise in monitoring key performance indicators and providing actionable recommendations has consistently resulted in better-informed business decisions.

Bank of America – Chicago, IL Treasury F&S (Fulfillment and Service) Advisor Nov 2023 - Present • Delivered exceptional customer service to a high-touch portfolio of large corporate and high-revenue clients, exceeding client expectations and achieving a consistent resolution rate above 85%.

• Managed client relationships autonomously, proactively identifying needs, recommending solutions, and upholding industry best practices.
• Cultivated long-term client partnerships through ongoing communication, annual reviews, and soliciting feedback to drive continuous improvement and mitigate potential fraud risks.
• Championed client satisfaction by: o Resolving complex inquiries across various areas like ACH transfers, wires, and software usage. o Utilizing Icon (CRM) system to efficiently manage client interactions and track progress. o Leveraging a team-oriented approach to collaborate with colleagues and ensure seamless client service. o Exceeding monthly performance metrics, consistently exceeding 60 daily emails and maintaining an 85%+ resolution rate.
• Proactively discussed client trends with internal partners to tailor solutions and identify opportunities for selfservice automation using digital tools.
• Influenced internal recommendations for suitable products and services based on in-depth client understanding. McMaster-Carr - Elmhurst, IL Check Entry Representative Oct 2022 - May 2023 • Maintained the integrity of customer accounts by entering account records, requests, checks, and ACH payments, diligently balancing, ensuring financial accuracy • Proactively flagged associated orders for additional processing, using various software applications to optimize workflow • Addressed and resolved discrepancies between customers' purchase orders and the company's records, fostering clarity and accuracy in transactions Opploans - Chicago, IL Loan Advocate Oct 2020 - Oct 2022 • Processed a daily workload of 30-plus applications, efficiently gathering all required information to determine applicants' eligibility for supporting loan approval • Managed a high call volume, averaging between 50-70 inbound and outbound calls daily, consistently delivering high-quality customer service • Provided direct support and coaching to customers through phone, email, and SMS, offering guidance and intervention to boost self-sufficiency and help them achieve their goals • Consistently exceeded quality control standards through exceptional client relations and customer satisfaction • Successfully increased the lead-to-application conversion ratio through end-to-end support from origination to closing, ensuring a superior customer experience • Diligently gathered essential documentation by carefully reviewing notes and providing end-to-end support, resulting in a notable increase in the lead-to-application conversion ratio Customer Service Oct 2019 - Oct 2020 • Pioneered the development of the customer service role, actively shaping and refining it to deliver superior client relations and exceed quality control standards • Conferred with the clients to identify their loan requirements, provided them information regarding different loan types, packages, and terms/conditions, and counseled them to help in selecting best-suited credit options

Graduated from Depaul University with a degree in Sociology and a minor in Philosophy.