More than 20 years' successful experience in sales/customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, staff support, training and planning/implementing proactive procedures and systems to avoid problems. Possess solid computer skills. Excellent working knowledge using both IBM and Mac systems; Microsoft Excel, WordPerfect, Microsoft Word Strong internet & Browser skills. Quicken, MS Money, Apple/McIntosh knowledge. Ability to train, motivate, and supervise customer service employees. A team player, acknowledged as "Total Quality Customer Service Professional. Possess solid analytical skills. Tolerance for stressful situations Conflict resolution Adaptability Decision making, critical thinking, organizing and planning. Tolerant and flexible in different situations Possesses initiative and highly energetic Quality focused Excellent phone skills.
Excellent communication skills
Excellent time management skills
Excels in team leadership
Excellent work ethic
Strong interpersonal skills
Complex problem solving
Relationship Banker08/2017 to CurrentCitizens BankReading, PAResponsible for qualifying potential customers by opening checking accounts, savings accounts, IRAs, CDs, and processing loan applications.Identify the needs of customers by cross-selling and up-selling products.Authorize, approve, and research transactions; perform overrides, approve check holds, and make check cashing decisions.Process a variety of teller transactions including deposits, withdrawals, payments and transfers.Provide knowledge of products and services to consult with new customers to identify products and services that best fit their needs.
Service Advisor06/2016 to 08/2017Spring Ridge Financial GroupWyomissing, PA
Responsible for providing administrative and operational support to a Financial Advisor (FA).
Build and maintain a professional rapport with clients by answering account questions such as account balance information or other account related information.
Communicate and escalate, in a timely manner, any important account information to the Financial Advisor on behalf of the clients.
Research and help resolve complex problems in client accounts.
Ensure that all appropriate account documentation is obtained and maintained.
Inform clients about missing paperwork in accordance with branch and compliance policies.
Adhere to all compliance policies and procedures while maintaining a high level of confidentiality in accordance with the Broker Dealer (NPC), Code of Conduct.
Online Banking BillPay Support Lead/Customer Relations Project Analyst07/2000 to 06/2016Santander BankWyomissing, PA
Quickly and effectively solve customer challenges.
Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
Ensure proper compliance with Regulation E on BillPay, Privacy, Audit compliance, and other online electronic transactions.
Responsible for managing daily BillPay operational reports and specific exception reports and processes.
Accountable for resolving all identified issues- this includes conducting and related research, providing pertinent and timely updates to customers, managing the issue through to closure all the while providing excellent customer service.
Maintain Knowledge of bank products and policies- including comprehensive knowledge of Online Banking and BillPay as well as high level knowledge of deposit and loan products.
Understand and adhere to all related policies and procedures.
Handles escalated executive issues in the best interest of both customer and company.
Troubleshoot customer issues over the phone.
Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the needs for future contact and document interactions through contact tracking.
Maintain a balance between company policy and customer benefit in decision making.
Professionally handle incoming executive requests from customers and ensure that issues are resolved both promptly and thoroughly.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Teller/ Head Teller02/1996 to 02/1999Meridian Bank, Corestates BankReading, PA
Receive and process money for deposits.
Distribute money to customers.
Cash payroll and personal checks Deposit funds into customer's accounts.
Sale bank products Issue Traveler's checks.
Exchange foreign currency.
Successfully prove out teller drawer.
Assist coworkers with proving out their drawers.
Count and maintain funds in the bank's vault.
Assist customer's with their safe deposit boxes.
Prove and cash out ATM machine on daily basis.
1996Reading Senior High SchoolReading, PAWill provide references upon request