Performed and coordinated all aspects of teller operations. Supervised, coached and trained teller staff. Investigated teller losses and formulated a plan of action to ensure corrective workflow. Researched and resolved customer questions, concerns and complaints via telephone, written correspondence or in person; in a professional and friendly manner. Exercised caution and performed due diligence when disclosing account information.

Exercised caution and performed due diligence by gathering documents and data for annual credit reviews. Performed credit reviews on accounts that showed indication of high risk or suspicious activity while determining fraud and/or credit risk exposure. Evaluated existing customer's accounts and made recommendations for repayment process based on customer's earnings, savings, payment history and purchase history. Assessed creditworthiness by comparing applicant's debt ratio to industry standards, their credit history and supporting documents to formulate a credit decision. Applied sound judgment in the process of credit approval or denial and assigned adequate limits based on applicant's ability, stability and willingness to pay. Referred to "call to develop" techniques to verify account or credit discrepancies.

Facilitated education modules for new and existing employees while mentoring individuals to help achieve personal goals. Assisted with preparation, listening and scoring of monthly call evaluations while delivering positive and critical feedback in a professional manner. Provided manager on call assistance for managers out of the office along with the capability of handling escalated managerial customer calls.

Assisted in lowering company’s average call time and after wait time by handling incoming calls and inquiries in an efficient and effective manner while researching and resolving inquiries acting as the bank's liaison between various departments. Generated revenue by cross selling bank products and services as well as making sound judgment in fee negotiation, to ensure a beneficial conclusion was made for both, the bank and customer.