Jessica K. Email & Phone Number

Lehighton, Pa

Responsible for assisting consumer and business customers with financial transactions (deposits, withdrawals, transfers, payments, foreign currency order & exchange, etc.). Provide excellent and efficient customer service while suggesting options to positively enhance a customer's financial experience. Introduce products and services such as mobile app features, deposit and credit products, ATM functions, and investment options. Ensure consistent accuracy when balancing cash drawer, main vault, and performing audits on other tellers.

Palmerton, Pa

Responsible for all aspects of accounting including invoicing, collections, payment applications, banking, budgeting, payroll, etc. Create all business correspondence including marketing materials, social media posts, and customer letters. Pick up/deliver auto parts to customers accurately and without damaging. Typical value of cargo transported daily between $5k - $15k. Assist in end of day switching of parts to prepare for the next day's delivery runs including strategizing and safely securing variety of cargo from small & delicate (radios, mirrors, headlamps) to big & bulky (motors, transmissions, axle assemblies, truck beds).

Bethlehem, Pa

Trained team members in various levels of curricula including new-hire, refresher, process, products, systems, customer experience, & leadership. Supported business partners & peers through one on one & group coaching to assist in the learning of new skills & assist with product management. Recommend modifications to instructional designers to keep course content current & enhance programs, resources, & tools. 2017 Site Culture Champion, Chair of Professional Development committee, Virtual Classroom Facilitator Support Team, Mentor to Team Manager with interest in training position, Ally in PRIDE Team Member Network

Bethlehem, Pennsylvania

Responsible for leading a team of approximately 20 phone bankers to provide excellent customer service while actively offering financial solutions that will benefit our customers. Training and development in areas of operations, compliance, quality assurance, customer loyalty, and quality sales. Quality assurance monitoring, compliance audits, and development of support staff reporting to me. Chair of recognition committee responsible for monthly recognition events for top performing employees as well as site-wide events to boost overall morale and performance.

Bethlehem, Pa

Responsible for the performance of a team of collectors working a portfolio of delinquent consumer auto finance loans 31+ days past due. Distributing assignments from our portfolio, training and development of collectors, quality assurance monitoring, and handling escalated customer issues. Responsibilities also included monthly and annual performance reviews, hiring, termination, and HR issues.

High value commercial collections (third party) for Dell Financial Services. Responsible for resolving complex issues including misapplied payments and customer disputes. Collected on highest value portfolio and maintained ongoing relationship with customers to fully resolve delinquency issues. Reported on progress directly to leadership in continued effort to maintain and increase overall portfolio size assigned to our team. Managed high value/relationship team by strategically assigning portfolios to collections agents, following up on payment arrangements, dispute resolution, quality monitoring of calls, escalated issues, and utilizing productivity/efficiency measurements to coach for enhanced performance.