Colleen Dancy Email and Phone Number

Sales: -Uses the consultative sales process and financial needs assessment to build a thorough customer profile and identify current and future financial needs. Maintains an in-depth knowledge of retail consumer and small business products/services and recommend appropriate solutions using our value proposition. Utilize approved marketing tools to proactively reach out to customers and set appointments for periodic financial reviews. Focus on cross-selling to existing customer base and engaging in outside sales activities (i.e. membership advantage onsite presentations, business sales calls, community financial literacy events, etc.). Establish close working relationships with assigned business partners (mortgage, small business, commercial and investment), referring customers when appropriate to provide timely, and holistic financial solutions. -Consistently meet/exceed customer experience and individual/team production goals and enhance year-over-year revenue growth. Provide guidance to CSRs with respect to the sales and referral process.-Finished in the top 100 personal bankers in sales goals for the entire bank in 2014. Customer Service: -Promote customer satisfaction with a friendly, helpful demeanor and professionalism. Act with confidence by answering customer questions and owning customer issues. -Maintain a position of trust and responsibility by keeping all business confidential. -Follow the bancorp code of business conduct and ethics and other related policies, maintaining ethical behavior at all times.Bank Operations: -Adhere to established policies and procedures while opening/servicing the full range of Retail products. Participates in the consumer loan and bankcard process, owning sourced loans from application through closing. Participate in the opening/closing process of the Financial Center. -Keeps up to date on Retail procedures in place to mitigate fraudulent activity and unnecessary risk or exposure.

Provide excellent customer service in daily transactions, customer inquiries and problem resolution in accordance with bank policies. Refer customers to the appropriate business partners for product and service needs uncovered during business transactions and/or conversations. Exercise considerable independent judgment as you perform daily office responsibilities alongside other staff members to maintain the efficient operation of the financial center. Consistently meet and exceed sales referral goals, promote good customer relations with a friendly demeanor and willingness to help at all times and honor customer confidentiality. Continuously increase your professional knowledge and skill set through seminars and in-house training, act with confidence to find answers to customer questions. Be timely with correspondence and problem resolutions and display a caring attitude .Perform financial center opening and closing duties, provide cash withdrawal, check signing, transaction approvals and manage night deposits. Oversee the teller line, balance ATMs and vaults and process credit card applications. Initiating conversations with customers to uncover their needs and referring them to the appropriate business partners to meet personal and financial center referral and sales goals. Personally maintain a balancing record. Handle customer issues with professionalism.•Training and developing new and current Customer Service Representatives. Monitor operations behind the customer service representative line. Acting as the contact person for financial center personnel in regards to customer service representative activity, answering questions and helping management to keep other customer service representatives up-to-date on all changes. Maintaining up-to-date knowledge of financial center policies, procedures, products and services.

Handle cash and processing customer transactions. Maintain a friendly and kind demeanor. Initiate conversations with customers to uncover their needs and refer them to the appropriate business partner. Consistently meet personal and financial center referral and sales goals.Maintain an accurate balancing record. Handle customer issues with professionalism. Maintain up-to-date knowledge of financial center policies, procedures, products and servicesPerform daily office responsibilities.