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Title Customer Service Banking Associate
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Candidate's Name  4732 Andrea LaneCleveland, Ohio Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLEBanking Associate  Relationship Manager / Customer Service / Sales / Collections/Hospital Patient RepresentativeHighly motivated, customer service-oriented banking associate seeking to apply talents toward a new challenge. Possess exceptional communication, organization, and customer service strengths that have contributed to my effectiveness in accomplishing department objectives.Computer knowledge includes Microsoft Word, Excel, PowerPoint, Access, LexisNexis, Epic, Banking Customer Database Software and multiple Internet research sites.Recognized with promotions into progressively responsible banking associate roles.Recipient of exceptional evaluations recognizing accuracy, efficiency, organization, attentiveness to detail and willingness to work above and beyond the call of duty.Research strengths have contributed to cost savings due to my ability to research information via free Internet search engines versus paid usage sites.Recognized on a monthly and yearly basis with awards for outstanding customer service and sales including receiving Key Banks Signature Circle Award in 2007.Southwest Hospital, Middleburgh Heights, Ohio4/2023 to 4/2024Access Representative II.ED Patient RegistrationRegister patients in the Emergency Room.Monitor the Bed Desk for the Hospital.Assist the Medical Staff with Level of Care changes.Pre-Register patients for Hospice and Nursing Homes.Assist patients with errors on their profiles.Register new babies upon delivery in the Emergency Room.Trama report in the morning for correct billing.Insurance research for third party websites.UH Hospital, Cleveland, Ohio 2021-2/2023Family Medicine and Gender ClinicScheduled appointments. Cancelled appointments. Took prescription requests to give to the Doctors and Nurses. Assisted with all phone calls and requests. Was in charge of scanning and making sure the documents from appointments were sent to the proper files.Professional ExperienceOHIO SAVINGS BANK, Brooklyn, Ohio, 2016 to 2019Customer Service SpecialistTook fraud reportsHandled escalated customer calls and complaints for Online Banking, fraudulent activityProblem solving for elite customers requestsTemporary debit card limit requestsATM Pin ResetsCoached new customer service repsHUNTINGTON NATIONAL BANK, Macedonia, Ohio, 2014 to 2016PERSONAL BANKER, Retail BankingCurrently in a sales and service roll located in a local grocery store bank branch. Working in the instore retail branch required to be knowledgeable of all aspects of banking including personal and business. Knowing products from deposits to lending. Responsible of achieving a monthly revenue share goal.Assisted every day customers with their monetary transactions.Cross sell to customers with almost every interaction to build report and business while achieving monthly revenue share goal.Effectively educated customers on the features and benefits of Huntingtons products and services.Knowledgeable of bank compliance and security to protect the bank assists and customer/employees safety.HUNTINGTON NATIONAL BANK, Parma, Ohio, 2012 to 2014SENIOR COLLECTOR, Auto Loan CollectionsContacted customers regarding past due auto loan accounts. Securing acceptable arrangements with customers to resolve there delinquency.Effectively negotiated arrangements for repayment of past due loans.Used many external public and nonpublic systems to locate customers we have lost contact with in addition to finding out current value of collateral securing the loansKnowledgeable and stayed in compliance with the FDCPA.Used past banking experience to navigate the banks mainframe systemWorked off a smart auto dialer taking inbound while making outbound calls.Utilized multi-tasking skills to be efficient and productive to achieve daily goals and tasks.KEY BANK, Brooklyn, Ohio, 2010 to 2012SALES THROUGH SERVICE AGENT I, Business BankingWas in a financial services contact center environment, that received inbound service calls from small business clients. While interacting with clients during such calls, I answered inquiries, resolved issues, responded to client needs, uncovered and explored opportunities to sell additional products and services, and referred clients to appropriate areas to complete the sales process.Assisted and resolved all incoming account inquiries, requests and servicing opportunities from small business clients.Consistently delivered distinctive client service that was knowledgeable, empathetic, prompt, and courteous.Built rapport and strengthened client relationships while servicing client needs.Maintained a comprehensive working knowledge of all business banking deposit and credit products and services.Effectively educated clients on the features and benefits of Keys products and services.Recognized implicitly-stated and explicitly-stated client needs and opportunities to offer additional or enhanced products and services.Knowledgeably respond to and overcome client objections by educating clients on features and benefits of products or services.Displayed consultative selling skills to build rapport, strengthen and expand client relationships and effectively act upon client retention opportunities.Effectively research to solve problems, make timely effective decisions along with the ability to achieve results, manage multiple tasks and manage change.Identified complex problems and reviewed related information to develop and evaluate options to implement solutions.Adapted to flexible and frequent changes within the core knowledge base of Business Banking services and products.Effectively managed proactive confirmation contact to all clients to ensure servicing issues and concerns have been resolved to their satisfaction.Responded to client requests, obtain information necessary to track and communicate with operational departments upon completion of requests to ensure first call resolution and follow up with clients to ensure client satisfaction.Maintained a highly proficient and current comprehensive knowledge of all Business Banking products, services, systems and procedures.Met and exceeded sales, accuracy, and efficiency goals while contributing to the overall sales through service success of the team, Virtual Distribution Channel, and Key Bank.Adhered to the established policies and procedures related to servicing, sales, regulatory compliance, quality, and sales client contact strategy.Worked collaboratively in a team environment to achieve team, department, and line of business commitments.KEY BANK, Brooklyn, Ohio, 2009 to 2010VIRTUAL RELATIONSHIP MANAGER, Business BankingFocused on expanding a book of business within a given district, comprised of small business clients with annual sales from $500,000 - $1,000,000. Identified cross-selling opportunities through proactive outbound calling in effort to meet client needs, and become their trusted advisor. Managed a book of business comprised of clients with an asset base of roughly $8MM, with a deposit base of over $16MM, and annual profit contribution exceeding $700M annually.Communicated with Book of Business clients primarily through telephone contact and e-mail correspondence.Expanded existing client relationships by proactively reviewing clients current, and changing financial needs while promoting products services.Kept clients informed of products, services, special promotions, and provided appropriate financial solutions via consultative review and proactive contact.Promoted and cross-sold products and services to profitable clients and partners with Business Banking, Key Payroll Online, Key Merchant Services, etc.Worked closely with credit analysts to review personal and financial date to deepen client relationships.Maintained distinctive levels of client services that met or exceeded client expectations.Aggressively grew a high potential book of business to achieve individual and department goals.KEY BANK, Brooklyn, Ohio, 2008 to 2009VIRTUAL RELATIONSHIP MANAGER, Key DirectServed as a primary point of contact for high value Key Direct clients. Developed a comprehensive understanding of client needs based on the review and analysis of personal and financial data gathered through client contact and their profile. Effectively manage client relationships by selling and promoting a broad array of appropriate financial products and services. Researched competitor strengths and weakness with product offerings / pricing. Maintained and expanded individual Books of Business by aggressively growing profitable relationships and delivering excellent customer service.Acted as the clients trusted advisor and ensured that every client is proactively contacted at least once a quarter.Ensured all components of the Key sales process was used during client interactions.Maintained an active calling plan for 1,200 Book of Business clients with 12 calls minimum daily.Analyzed personal and financial data to deepen current, profitable client relationships.Kept clients informed of products, services, special promotions, and provides appropriate financial solutions via consultative review and proactive contact.Developed and maintained an in-depth knowledge of products and services as well as knowledge of competitors and competitive products.Consistently met or exceeded individual and call center goals regardless of economic conditions.Mentored Key Direct call center employees, as requested.KEY BANK, Brooklyn, Ohio, 2006 to 2008CC CLNT SLS / SERV PROF III, Key Direct & Retirement Sales thru ServiceGave exceptional customer service for Key Banks Personal clients with there retirement IRA and HSA accounts. Then promoted to KeyDirect where I Provided World Class customer service to out of state High Net Worth Personal and Business clients. Discussed new products and services so current and new clients would achieve the most profitable return on their investments, while strengthening and creating new banking relationships.Received extensive training for Deposit, IRA plans, and Health Savings Accounts and many other Key products.Optimize revenue growth and retention of relationships through effectively assessing client financial needs.Read and keep current with the IRS Publication 590, 969, and 502 to become aware how the government monitors retirement and health savings accounts.Took tax season training to answer tax related questions, and understand 1099 and 5498 forms.Trained and used many Key Banks mainframe and windows based systems including but not limited to: HOGAN, OLDS, TCS, KAR, RRS, CBD, SMARTPHONE, VIEW DIRECT, KEYREX, AND CE DESKTOP.Took inbound and made outbound calls to service existing IRA & non-IRA CDs, Money Markets, Health Savings Accounts for Branch and Out of State Clients.Took applications over phone, conference calls with Key Telesales, and made Key Center appointments to open many new Key products.Renegotiated existing IRA and Regular CDs and at the same time had great sales conversations which lead to opening new products.Met and exceeded sales, accuracy and efficiency goals.Assisted with filling and sending out Required Minimum Distribution, Beneficiary, and 1099r forms.Follow up and research client issues including working along with Retirement Operations, Key Branches, and many Key Back Offices.Ordered duplicate tax forms, statement, and beneficiary forms.Checked status of outgoing Trustee Transfers with third party vendors.JP MORGAN CHASE BANK, Cleveland, Ohio, 2005 to 2006Prime Home Equity & Business Lines of Credit / Sub-prime Collection Specialist, Collections 1-59 days past due delinquencyCollected high delinquent balances for sub-prime mortgage loans ranging from 1-59 days, whose customers were in danger of pre-foreclosure action against their property. Then was promoted to collect delinquent balances for prime home equity and business lines of credit ranging from 1-59 days delinquent.Trained on Fair Lending and FDCPA to insure was speaking and or contacting customers in a legal / professional manner.Used the Mosaic Predictive Dialer System to become in contact with as many customers as possible to insure within companys production needs.Used systems such as LSAMS, CMS/ VLS to access customers accounts.Used Windows based systems such as Cat and Speed Pay Check Processing.Negotiated with customers with there past due balances working out solutions such as deferments, reages, acceptable payment arrangements.Earned many awards for exceptional performance.NATIONAL CITY BANK, Brecksville, Ohio, 1998 to 2005Mortgage Research Analyst, Consumer Loan ServicesEarned progressively responsible roles including File Room Clerk, accepted additional responsibility of Mail Sorter, Label Printing and Supplies Purchasing, Document Release Clerk and ultimately appointed Mortgage Research Analyst.Efficiency as Label Printer allowed for a reduction from 8 hours to 3 hours daily.Revamped label printing purchasing methods to improve supply on demand: responsible for purchasing approximately $20K annually.Served as key resource person to resolve printing machine repair and ongoing maintenance concerns: collaborated with vendors to ensure quick resolution of problems.Cultivated exceptional organization skills and attentiveness to detail as File Room Clerk: continually enhanced a complex filing system to support high volume of customer documentation to flow in and out of file room as needed by various banking departments.Supported conversion of filing systems following NCBs acquisition of National Home Equity: recognized by management for working extensive overtime to meet demands of conversion process in addition to regular work flow.Received promotion from Document Release Clerk to a Mortgage Research Analyst: exceptional Internet research strengths allowed for a reduction in expenses due to minimized usage of paid research sites Research includes locating legal description, parcel IDs, recording dates, book and page numbers, etc.: knowledgeable of varying requirements for multiple states.Awarded coveted Excel Award (by Management) and two Impact Committee Awards (nominated by peers) recognizing creativity, accountability and team player strengths.EducationCUYAHOGA COMMUNITY COLLEGE, Parma, Ohio, 1999 to 2000Completed studies towards Associates degree including Math, Algebra and English curriculum.CUYAHOGA VALLEY CAREER CENTER, Administrative Assistant, Brecksville, Ohio, 1998NOTARY PUBLIC, STATE OF OHIO(References available upon request)Candidate's Name  4917 Montauk Ave.Parma, Ohio 44134EMAIL AVAILABLEPHONE NUMBER AVAILABLENovember 09, 2016To Whom It May Concern,Please accept this letter as expressed interest in joining your organization as a Personal Banker / Collections / Customer Service or Banking Associate/Supervisor. The enclosed resume will provide you with a brief outline of my skills and accomplishments; in summary, they include:Computer knowledge includes Microsoft Word, Excel, PowerPoint, Access, LexisNexis, Banking Customer Database Software and multiple Internet research sites.Work well in a fast-paced environment where monthly goals must be met with no decrease in quality to meet companys standards.Was an active member In Key Banks 2006 Employee Advisory Board as Secretary.Awarded coveted National City Bank Excel Award (nominated by Management) and multiple Person to Person Awards (nominated by peers).Awarded Key Banks 2007 Signature Circle Award (nominated by Management based on achieving extremely high sales goals).Recipient of exceptional evaluations and rewards recognizing customer service orientation, accuracy, efficiency, organization, attentiveness to detail and willingness to work above and beyond the call of duty to exceed employer needs including Key Banks Signature Circle Award in 2007.Motivation demonstrated in working additional seasonal / part-time customer service positions at the Cleveland Athletic Club, Express and Macys.Given the combination of these factors, I am confident I would quickly be valued as a contributing member of your team. Thank you for your consideration. Should you have any additional questions prior to a personal interview; I can be reached at PHONE NUMBER AVAILABLEMost sincerely,Candidate's Name 

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