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Click here or scroll down to respond to this candidateCandidate's Name
Thornton, CO Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLEI have over 30 years of experience in customer service. In my years of working, I have worked with various individuals and have successfully established a great rapport with employees and customers. The greatest skill I can demonstrate is to communicate with each customer on a level of building trust so I can identify areas which I can strengthen the relationship of the business. My skills in the financial area range from Credit Analysis, to opening accounts, marketing, and building the financial relationship with existing and new clients by focusing on products and services which would benefit their lives. I do have a NMSL Number.Work ExperiencePersonal Banker IIBOK Financial Boulder COMay 2022 to presentResponsible for delivering exceptional client experience to build, expand, and retain long-term client relationships. While providing consultative conversations to existing and prospective clients you will assess their financial needs and offer bank products and services to help clients accomplish their financial goals.Resolve a variety of moderate to complex client problems while ensuring the highest level of client experience and satisfaction. You will own and lead efforts to solve client problems and service breaks and escalates issues to leadership when appropriate.Provide a variety of teller transactions for clients (i.e., cashes checks, processes checking and savings account withdrawals and balances within standards, etc.) while seeking opportunities to deepen client relationships and identify opportunities to help clients meet their financial goals.Ensure individual and team ownership of the BOKF brand experience through the delivery of a best-in-class client experience. You will own individual execution of key plays to drive client experience and loyalty while exercising sound judgment and empowerment in exception scenarios while balancing the long-term effects to BOKF and the client.Participate in professional development through training, engaging in self-improvement initiatives and skill-building activities to enhance product knowledge, systems knowledge, sales, and client relations skills. This will also be accomplished by actively participating in coaching and feedback sessions by setting goals and achieving results.Personal Banker IIUMB Financial Denver COSeptember 2021 March, 2022 Creating and expanding relationships in your community through outbound calling efforts to customers. Processing customer account maintenance and standard branch transactions such as: address changes, check cashing, deposits and opening deposit and loan accounts, Process HELOC applications and closing. Process normal teller transactions following proper procedures of cash handling. Responsible for cash drawer and proper dual control in branch. Collaborating with internal partners, such as small business officers, mortgage officers, private wealth manager and others.Member Contact Center RepresentativePremier Members Credit Union - Broomfield, CONovember 2020 August 2021 Take 50 to 60 member calls daily Process transfers on member accounts. Handle Fraud Disputes on Credit and Debit Cards. Provide assistance with online Banking issues Process loan payments Block, reissue new credit and debit cards Educate members on products and services. Sell and close on discussions of new products or services Recognized for outstanding sales on credit card balance programExit Booth Agent - National Car RentalEnterprise Holdings - Highlands Ranch, COMay 2015 - November 2020 Management said, "I am an SQI monster" in last review (Service Quality Index) Was instrumental in getting a new Colorado Toll Pass designed Suggested and got installed a safety message for customers at exit booths Recognized for going above and beyond to assist team during employee shortage Recognized for supplying customer feedback to drive SQI scores Last review had 1 Outstanding and 8 Exceeds out of 29 categories Recognized for my positive attitude and how I encourage that with others in facility Management acknowledged me as a go getter and some who always delivers Recognized as dependable and someone Management can count on Management noted I have been a "Rock Star" since day one Commended for my attention to detail and how it drives SQI scores Helped drive SQI scores of 90 and 92 in last yearTax PreparerJackson Hewitt Tax Services - Denver, CONovember 2012 - April 2017 seasonal) Interact with customers and review their yearly tax information Prepare their federal and state tax returns and file electronically Print a cashier check for their refund if they chose an assisted refund Assist them with meeting the requirements of the ACA healthcare lawI had to leave Bellco in October 2020 due to a Medical Disability called Ramsey Hunt Syndrome which caused facial paralysis and vestibular nerve damage resulting in VertigoLoan Representative - Call CenterBellco Credit Union - Greenwood Village, COSeptember 2009 - October 2010 Process member applications for autos, trucks, motorcycles, recreational vehicles, home equity loans, and mortgages Applications outside my authority would make recommendations to underwriters . Received several member appreciation calls to my supervisorRecognized for high efficiency in "WOWING" our members Received several member appreciation calls to my supervisorFinancial Care RepresentativeT-Mobile - Thornton, COAugust 2008 - August 2009- Call Center Collected over $1.2M from past due customers on their accounts Issued credits and reviewed charges on bills by suggesting different calling plans Recognized for consistently exceeding monthly collection goals; achieved top 10% rating Commended for suggestion selling of new phone products recently released Recognized for consistently exceeding quality scores on QA monitoring Commended for consistently succeeding call average handle time goalsLoan And Member Services RepresentativeCommunity Financial Credit Union - Broomfield, COSeptember 2007 - August 2008 Provided excellent customer service by using active listening skills, probing questions, and resolved member issues professionally and in a timely manner Cross sold loan products and processed loan applications, analyzed credit reports, approved loans, disbursed funds, and processed all closing documentation Actively sold gap insurance on auto loans and credit life & disability insurance over 33% of the time on each loan. Opened new accounts and closed accounts (actively using retention skills first prior to closing an account) Processed, approved, issued credit cards and debit cards Opened new accounts and actively promoted credit union products including IRA's, Credit Cards, Home Equity Loans, and Mortgage Loans. Awarded bonus for largest number of new members recruited in new membership drive Recognized by Retail Operations Supervisor for being highest producing employee of increasing product depth with membersFinancial Sales Representative/Loan OfficerElevations Credit Union - Boulder, COFebruary 2007 - September 2007 Provided excellent customer service by using active listening skills, probing questions, and resolved member issues professionally and in a timely manner Cross sold loan products and processed loan applications, analyzed credit reports, approved loans, disbursed funds, and processed all closing documentation Actively sold gap insurance on auto loans and credit life & disability insurance over 33% of the time on each loan. Opened new accounts and closed accounts (actively using retention skills first prior to closing an account) Processed, approved, issued credit cards and debit cards Opened new accounts and actively promoted credit union products including IRA's, Credit Cards, Home Equity Loans, and Mortgage Loans. Awarded bonus for largest number of new members recruited in new membership drive Recognized by Retail Operations Supervisor for being highest producing employee of increasing product depth with membersPersonal Banker & Trainer/CoachUS Bank - Denver, COJuly 2004 - February 2007 Trained new Personal Bankers in procedures, policies, regulations and customer service skills; revised and created various training modules Opened and closed accounts as well as provided assistance to customers with their accounts; processed loans for credit cards, auto, personal and home equity Received commendations from two managers regarding personnel trainingCredit Analyst - Call CenterHSBC Card Services - New Castle, DENovember 1996 - July 2004 Analyzed and decision credit applications for approval for private label credit card Company in credit call center. Based decisions on FICO risk matrix with some judgmental decisions when appropriate. Verified specific credit card application information by using fraud detection skills to authenticate Internet submitted applications. Handled other customer calls on existing accounts for credit limit increases as well as non-monetary account maintenance. Promoted to Assistant Team Manager in 2003Training SpecialistGoodwill Industries of Delaware Inc - Wilmington, DESeptember 1990 - December 2000Store ManagerPier 1 Imports - Fort Worth, TXAugust 1985 - September 1990EducationWheaton College - Wheaton, ILFinancial Skills Loan Officer Experience Banking Tax Experience Credit Analysis Underwriting Loan Origination |
