Krystal Polak has over 11 years of experience in customer service and banking. She has a Bachelor's degree in Business Management and an Associate's degree in Business Administration. Currently she works as an Operations Specialist II at First Niagara Bank, where her responsibilities include writing procedures, researching accounts, training employees, and assisting customers. Prior to that she held various roles in banking, mortgage loans, and customer service at companies such as Citi Bank, Citizens Bank, Bank of America, and Allcare Dental.

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PROFILE
I am a productive hard worker who helps the company succeed and grow in any way possible.
Banker with 5 years of experience working with banking systems and clients to support. I have 3 and half years
experience with mortgage loans in bankruptcy, foreclosure, and auto loans. I also have 11 years in customer
service which involved face to face and over the phone interactions with customers. I have achieved 3 years in
management and 4 years as a trainer within a fast pace restaurant and in the banking industry. Multiply years in
the collection field. I proudly have my associate degree in business administration and I my bachelor degree in
Business Management.
EDUCATION
Bachelor in Business Management 6/2014 – 12/2015
Dyouville College Buffalo, NY
 Currently attending full time at night
Associate in Business Administration Graduated 5/2012
Niagara County Community College Sanborn, NY
EXPERIENCE
Operations Specialist II (Commerical and Consumer Lending) 3/2015-present
First Niagara Bank Amherst, Ny
• Writing procedures for the department
• Researcbing accounts
• Researcing any issues that arise and figuring out the best solution for the customer
• Becoming a S.M.E (Subject matter expert) in my loan servicing department
• Working closely with third party companies such as Vintek, Ct Lien Solutions and state DMV’s.
• Working with CT Lien Solutions to release UCC’s attached to loans that are paid off.
• Finishing the closing end of auto loans and non-real estate commercial loans
• Processing all documents for our Paid In Full report.
• Providing pay off quotes for customers, dealerships and other banks
• Processing payoff transactions for loans that are closing.
• Assisting customers with their state to state moves. Receiving documents, processing them, and
contacting the DMV.
• Using our Vintek system to run reports
• Auditing reports.
• Reports that are run: DMV warnings, DMV Errors, Unrecognized Titles, Liens Released, VIN check
erros and Status Code.
• Contacting dealerships and DMVs to locate titles. Also contacting them to see if our lien had to be
place.
• Correcting any issues wrong with titles that were issue
• Calling customers whose last payment was returned as an NSF
• Working with customers to set up payments to pay NSF’s

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• Any customers that have their final payment returned as a non-suffient fund, contact them and make
arrangments to have their final payment sent back.
• Training employees within the company and new employees’ on reports and the systems.
• Releasing liens and titles within Vintek or manually sending them to the customer or dealership
Operations Support Specialist III (Data quality) 8/2014-3/2015
Citi Bank Buffalo, Ny
• Support and monitor the timely and accurate execution of sales and client requests to the group.
• Assist Senior Onboarding analysts onboard clients through the population of account opening, market
opening and tax documentation, ensure all documents are collected, verified and stored, and provide status
back to the client.
• Perform client documentation searches across internal and external sites and compile client profiles.
• Interact with client regarding the latest status andcurrent onboarding actions.
• Partner with Accounts Control team to ensure KYC/AML/MiFID and other regulatory reviews on all
clients is performed
• Partner with Credit Risk Officers to ensure that all client review materials are in place and completed.
• Provide guidance in the role of subject matter expert in the areas of account opening, tax and local market
documentation to both Citi staff and external clients
• Participate in initiatives to improve the client and account management process
Universal Personal Banker (Sales and loans) 2/2014-8/2014
Citizens Bank Lockport, NY
• Providing incomparable customer service to all clients and non-clients of the bank.
• Primary face to face contact for customers with any issues or concerns about their accounts
• Opening checking, savings, money markets, business and any other type of accounts a customer needed.
• Main sales person for the branch I am employed at for Citizens Bank.
• Face to face sales and over the phone sales.
• Selling credit cards, mortgages, student loans, and other accounts for the bank.
• Achieve sales and referral goals by developing a positive customer experience.
• Physically going to business to open accounts and assisting them with any issues or concerns they had.
• Ordering Supplies for the branch
• Collectiing negative account balances and bringing them current
Legal Intake Coordinator (Mortgage Loans in foreclosures) 9/2013-2/2014
Elizabeth Wellborn Law Firm (Company location closed) Getzville, NY
• Work with attorneys within the office to make sure their documents are correct and ready for processing
• Work with attorneys in our office to process documents for foreclosures on homes
• Combine all and any documents before submitting them to court
• Efiled any and all documents that need to be sent electronically through the internet
• Physically mailed out all documents to the correct service list
• Scan and Save all foreclosure documents to the system we use
• Completed steps in the LPS system for the clients we work with
Process Support / Bankruptcy Specialist (Mortgage loans) 02 /2011-6/2013
Bank of America (Company location closed) Getzville, NY
Process Support:
 Performed modifications on clients mortgages
 Primary contact for clients receiving modifications on mortgages
 Collected all necessary documents needed for modifications

3.  Provided customer service to clients going through modifications
 Trained new associates on the procedures and the process of mortgage modifications
 Worked modifications from submitted request date till submitted to underwriter
 Worked with underwriters to complete the modification
 Used multiple systems such as LPS, LMA, Home Saver, Home Base, and AS400 to complete modifications
 Working with customers that are delinquent to bring their account curremt, including but not limited
to:Payment Plans, Modifications and settlements
Bankruptcy Specialist:
 Serviced cases on Chapter 7 bankruptcies
 Obtained legal documents for Chapter 7 bankruptcy
 Worked Chapter 7 bankruptcy from file date to closing date
 Sent Chapter 7 bankruptcy to closing department
 Worked Chapter 7 bankruptcy issues
 Worked ACCER Closing and BK Closing issues
 Hit daily goals of 40 loans a night for completion
 Used AS400 to update data for bankruptcy loans
 Transferred data from legal documents in ACCER to AS400
Customer Service Representative 4/2010-12/2010
Allcare Dental (Company closed) Clarence, NY
 Primary contact for patients; scheduled appointments and provided dental information
 Provided customer service for patients over the phone
 Provided any information about billing questions
 Training new associates in the company
Financial Advisor (Collections) 6/2008-10/2009
Northstar and National Action Financial Services Amherst, NY
 Main point of contact for debtors paying off bills
 Contacted debtors in regards to their debts and collected payments or set up payment plans
 Advised debtors how to pay off their debts
 Hit $7,000 goal monthly
TECHNICAL SKILLS
 Software Applications: MS Word, MS Excel, MS PowerPoint, MS Outlook, Adobe Acrobat, ADP
 Operating Systems: Windows 2000, Windows XP, Windows 7
 Banking Systems: AS400, LPS, ACCER, SRM, BAPS, Iportal, LMA, WPT, Stewart, Urban, Home Saver,
Home Base, LAFA, LexisNexis, Florida Eportal Site, EASI, Touchpoint, HOST, SMC, Secure, MISER,
ACBS, VINTEK, Ivault,ct Lien Solutions
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