Responsible for taking inbound calls from existing customers. Calls include restrictions on customer’s accounts and could be victims of identity theft, account takeover, or scams. Responsible for educating our customers about fraud and scams, provide them with a better way to resolve issues, and give great experiences in moments that matter to their financial well being.*Consistently exceed productivity and quality metrics.*Recipient of multiple SPOT awards for top performance and high customer satisfaction.*Mentor for Return From Leave Program.*Assist teammates with fraud questions and guidance on EMT help line.*CP Honors recipient Q4 2023

Promoted to a work group that assists clients with questions about Ira products and website navigation.Responsible for taking inbound calls from existing and prospective customers, providing solutions, anddelivering an incredible customer experience. Use consultative service techniques to create lasting customerrelationships. Utilize multiple computer programs and account specific information to provide tailored end toend solutions.● Consistently exceed productivity and quality metrics. Recognized as a top performer for 2021 KPIs.● Recipient of multiple SPOT awards for top performance and high customer satisfaction.● Promoted to escalations line for more complex IRA calls.

Created a friendly engaging environment to connect with customers. Passionately helped customers andreduced customer financial anxiety by helping to identify personal financial needs. Ensured essentialaccount set up procedures are followed, explained important security procedures, upheld and shared criticalcustomer guarantees. Took an active role in educating customers on additional banking channels as well asother products and services.● Consistently exceeded all productivity and quality metrics.● Recipient of multiple spot awards for top performance and customer satisfaction.● Proud Moments winner for best call October 2019 and November 2020 and Medalia recognition forpromoter scores.● Selected by manager to conduct new hire side-by-sides to share knowledge and best practices● Selected to mentor new teammates by sharing knowledge and best practices.● Chosen to participate in a departmental focus group to provide feedback to leadership

Utilized solutions-based selling techniques to provide extraordinary client services. Assisted clients in theloan process by accurately and efficiently recommending loan products while also processing loanapplications.● Developed and implemented strategic procedures resulting in the significant increase in credit cardsales for the branch.● Selected to mentor branch team members regarding sales strategy.● Recognized for monthly top sales results for consumer loans.● Achieved top sales results for the year; nominated for Employee of the Year.● Promoted from previous position of Branch Banker I.

Greeted customers and provided an enjoyable shopping experience for all customers. Utilized the GREATmodel in customer engagement. Adhered to the execution of established safety, security, quality and storeoperations policies, procedures and practices.● Selected to mentor new team members on standard operating procedures.● Received award for teamwork.● Led multiple regional blood drive donation events.

Processed residential mortgage loan applications and offered or negotiated terms of the loan. Sold andcross-sold insurance products to new and existing clients. Maintained strong product and sales knowledge.Sold customers on value and benefits of suggested alternatives and closed sales.● Selected to mentor new team members.● Received employee of the quarter award for top performance.● Top lender in the region for personal loans and lines of credit.● Promoted from previous position of Customer Service Representative (June 2004-May 2006)