Dylan Caples Email & Phone Number

Westlake, Texas, Us

Westlake, Texas, Us

Mclean, Virginia, Us

• Answered inbound member calls regarding deposit, credit cards, and loan products, providing knowledgeable and courteous assistance. • Strived to provide a Best-in-Class member experience in all member interactions, exceeding expectations and fostering positive relationships. • Researched, resolved, and de-escalated member concerns, and referred issues beyond authority to the resolution team for further assistance. • Documented all member calls and diligently kept member records up to date, ensuring accurate and comprehensive information. • Maintained a working knowledge of deposit, credit cards, and loan products to serve as a knowledgeable liaison between members and various departments. • Regularly participated in team meetings to ensure meeting objectives and achieved cross-selling and productivity metrics. • Completed different phases of training on call topics to better educate members on products and services, enhancing member satisfaction and engagement. • Navigated multiple banking platforms via internet browsers and other software to efficiently address member inquiries and requests. • Performed other related duties as assigned, contributing to the smooth and effective operation of the department and overall customer service excellence.

• Cross-trained on all department duties to ensure a comprehensive understanding of various processes. • Answered 25-50 daily incoming phone calls, providing prompt and courteous assistance to customers. • Prepared lien releases for paid-out loans and fulfilled special requests from customers. • Processed daily non-sufficient funds report, efficiently addressing any issues that arose. • Reversed payments and assessed fees for Non-Sufficient Funds transactions following established protocols. • Handled automatic withdrawal setup, cancellation, and updates for customer accounts. • Faxed payoff information, Verification of Mortgage, and subordination request forms as required. • Prepared subordination packets for review and approval, adhering to necessary guidelines. • Processed fees and diligently updated the database with lender and customer information. • Prepared and metered daily outgoing mail, ensuring timely dispatch of important documents. • Prepared physical payment checks for bank deposit, maintaining accuracy and attention to detail. • Handled data entry for online payments and prepared documents for imaging, ensuring data integrity. • Followed up on issues promptly and adjusted accounts accordingly to ensure accurate records.

• Manage customer accounts by accurately documenting and maintaining account information. • Troubleshoot and resolve technical issues related to our products or services by understanding and addressing customer complaints, identifying the root cause of the problem, and providing clear explanations of the best solutions for problem resolution. Expedite necessary corrections or adjustments and follow up to ensure complete resolution. • Process customer adjustments to financial accounts to ensure accuracy and timely resolution of billing or payment-related issues. • Gather customer information and analyze their technical requirements to provide recommendations on suitable products or services to the management team. • Create detailed product or service reports by gathering and analyzing customer information, focusing on technical aspects and insights.

• Resolved customer complaints and maintained a clean and tidy checkout area. • Handled approximately 50-100 credit and cash transactions per day for customers. • Assisted customers in completing purchases, locating items, and enrolling in reward programs to promote loyalty, satisfaction, and increase sales numbers. • Consistently met upsell goals by employing strategic promotional approaches to highlight target merchandise. • Maintained up-to-date knowledge of store promotions and effectively communicated sales information to customers.