• Actively participating in branch transition from a service-oriented branch to a digital branch by increasing presence in lobby management and guiding clients to use digital channels (online banking, mobile banking, telephone banking, and ATM)• Efficiently handling objections and addressing concerns about new changes by exploiting APPA model (Acknowledge, Probe, Prove, and Advance)• Developing new business by taking care of four quadrants of personal banking (cash management… Show more • Actively participating in branch transition from a service-oriented branch to a digital branch by increasing presence in lobby management and guiding clients to use digital channels (online banking, mobile banking, telephone banking, and ATM)• Efficiently handling objections and addressing concerns about new changes by exploiting APPA model (Acknowledge, Probe, Prove, and Advance)• Developing new business by taking care of four quadrants of personal banking (cash management, investment planning, credit planning and wealth protection) for each client, exploring unmet banking needs and always asking for business after a positive experience• Continuously demonstrating professionalism and creating better experience during outbound calls and client meetings by fully preparing agenda beforehand, setting expectations and gaining consent, and taking ownership of client business from start to finish• Utilizing various financial planning tools (e.g. Financial HeathCheck, Retirement Planner, and Cash Flow Worksheet, etc.) to ensuring a clear understanding of clients’ banking needs and financial goals before making a recommendation• Acting as a mentor for new hires helping them familiarize with new branch settings and coaching them in making outbound calls, responding to client inquiries about branch upgrades, preparing client meetings, and structuring credit deals, etc. Show less

• Responded to client inquiries and solved their problems in a fast and efficient manner by asking open-ended, probing, and closed-ended questions to ensure first call resolution and high level of client satisfaction• Solidified existing client relations and reduced churns by providing more affordable services and products to loyal clients and in the meanwhile, balancing business needs and client satisfaction• Explored new business opportunities by upselling and cross-selling based on… Show more • Responded to client inquiries and solved their problems in a fast and efficient manner by asking open-ended, probing, and closed-ended questions to ensure first call resolution and high level of client satisfaction• Solidified existing client relations and reduced churns by providing more affordable services and products to loyal clients and in the meanwhile, balancing business needs and client satisfaction• Explored new business opportunities by upselling and cross-selling based on client needs after addressing their inquiries and problems properly, which led to a more robust client relationship• Addressed client objections and cancellation requests efficiently by educating clients about service value that might be neglected by or unknown to them and strengthened Rogers’s brand value by comparing its value to competitors’ Show less