• Served as a primary source of expertise for Branch Staff regarding processes, policy and escalations.Acted as a liaison between branch staff and back office support groups on operational issues through direct phone support.• Provided superior operational support to branches and call center associates.• Worked on individual projects, such as getting policy and procedures changed or updated.• Maintained current and thorough knowledge of all bank policies, procedures and services as they apply to Retail and digital Banking operations.• Reviewed and approve legal documents as it pertains to Retail Banking and account opening. • Assisted management with supervising staff when needed; answering questions and providing guidance and support on escalated calls• Assisted with Training new employees in multiple sites• Coached teammates on habits to service customers and how to navigate systems efficiently • Worked side by side with associates sharing best practices and next time opportunities

• Answered inbound calls to assist with customers banking need.• Assisted customers with any questions or concerns and escalated appropriately.• Met all customer call guidelines including service levels, handle time and productivity.• adhered to all confidentiality and compliance requirements.• Certified as a Subject Matter Expert and assisted with training New associates.

• Assisted patients who are elderly, disabled or mentally ill at the comfort of their home.• Assisted patients with daily activities such as personal hygiene, cleaning, dressing, laundry and mobility.• monitored patient mental and physical condition on a daily basis

• Assisted our partners in the branches and other departments with policy and procedures.• Handled escalation calls from our general customer service queue requiring manager assistance.• Ensured compliance to policies and procedures.• Took ownership of the High Value customer’s issues and taking all necessary steps to resolve the issue on the first call.• Maintained a superior level of productivity; assisting internal and external customers asking probing questions using critical thinking skills to best assist.• communicated daily task amongst bankers to assist in team performance