Personable and dedicated professional with extensive experience in the Retail Banking Industry seeking to add value to a growing and successful Institution by leveraging my 13+ years of subject matter expertise in financial services, internal controls, and risk management. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Known by peers and supervisors as a leader, contributor, coach and mentor. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and development.
- Risk management and operational excellence
- Fraud Prevention
- Compelling leadership skills
- Strong attention to detail
- Customer Satisfaction
- Rapport and relationship building
- Product solutions
- Consultative and relationship selling
- Effective Communication
- Inbound/Outbound Calling
- Tech Savvy
- Efficient decision making skills
- Problem solving
- Phone etiquette
- Time management
- Cash Management
Riverton, WY, 11/2020 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.
- Assessed customer account information to determine current issues and potential solutions.
- Delivered customer support to high call load each shift.
- Maintained high satisfaction score by consistently resolving first-call issues.
Mccalla, AL, 05/2020 - 11/2020
- Coached team on company policies, procedures, and best practices to enhance operational efficiency, and employee productivity
- Fraud mitigation
- Risk management and operational excellence
- Identified operational and performance issues and worked with manager to resolve concerns.
- Enforced company policies, answered coworkers' questions and trained new personnel.
- Analyzed operational performance to identify pain points and provided actionable solutions to management.
- Completed various reports and analyzed each report to decide where improvements could be made.
- Completed monthly and quarterly audits with efficiency and accuracy, resulting in operational excellence.
- Completed ongoing quality checks on products, closely following strict quality assurance guidelines.
- Maintained confidentiality of bank records and client information.
- Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Opened new customer accounts, including checking, savings and lines of credit.
- Trained employees on cash drawer operation.
- Adhered to financial services security and audit procedures.
Hilltown, PA, 03/2010 - 04/2020
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Expanded customer relationships by maintaining regular follow-up processes and rapport.
- Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Described promotional offers and used persuasive sales techniques to upsell services and convince clients to apply for additional banking services.
- Created strategic financial solutions to suit individualized client needs.
- Expanded client base through consistent product promotion and sales strategy.
- Maximized branch revenue by optimizing daily operations.
- Promoted diverse array of financial products by continuously acquiring new industry knowledge.
- Profiled customers effectively to identify needs and match bank products.
- Supported current and prospective customers with personalized banking services.
- Delivered high level of customer service and support by answering questions and returning phone calls quickly.
- Evaluated customers' credit and financial information to control risk related to loans and other products offered by bank.
- Increased teller efficiency by developing and implementing improved service methods
- Developed a highly productive team to support branch operations and cultivate customer satisfaction.
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School Attended
- Continental Academy
Job Titles Held:
- Customer Care Representative
- Universal Branch Specialist
- Personal Banker
Degrees
- High School Diploma
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