Emily Rush Email & Phone Number

Coach, mentor, monitor, supervise and audit up to 28 associates on company policy and positive results to customer questions and issues (Focus on Hazard Insurance, Tax, Escrow, and Loss Draft Inbound Calls)Update policies and procedures for the unit to ensure the unit is compliant with government regulationsCreate and deliver action and development action plans for customer service representativesInterview, hire, perform performance reviews, disciplinary reviews, and terminationConsistently enforce all corporate/operational/departmental policies and valuesMaintain a variety of service level objectives within span of control.Continually challenge staff to improve/increase skills and operational knowledgeMentor CSR’s to reach all key performance indicators measuring productivity and quality standards of the organization.Resolve personnel issues in an appropriate manner and supporting HR policies

Completed monthly audit on entire banking centerMaintained control and monitoring of fraud losses and overdraft realizationCoached, mentored, conducted performance reviews and merit increases, promotions, disciplinary issues and terminationFocused on customer service issues to bring outstanding customer service to customer baseCreated sales opportunities for business by speaking with clients about credit cards, 529 Plans, CDs, bonds that would help meet their financial goalsMaintained cash ordering for branch and monitored levels to assure proper cash balances based upon companies standardsInterviewed potential team members based upon organizational needs and hiring practicesCreated employee goals to motivate and challenge employee to help them attain professional goals Cross sold to Personal Banker based upon customer needs

Provided training for new employeesWorked in both branch and call center areas Focused on sales and excellent customer serviceDeveloped strong knowledge of banking processes