Customer Service Sales
Resume:
JUDY HALL
Standart woods Apartments
Apt. X***
Auburn N.Y. 13021
*******@*****.***
Objective As experienced client service professional, I would like to utilize my experience and knowledge to continue my career while growing with the company.
Experience
RBS Citizens bank
2013-15
Education refinance & verification of identity specialist
• Manually keyed in new paper applications into the database
• Requested supporting documents from clients by telephone and email
• Educated clients on rates and payment scheduling
• Reported all suspicious documentations to the fraud unit
• Reviewed all documents ensuring underwriting and fraud prevention signed off following company policy and government regulations.
• Performed verification of identity with clients using verid systems to prevent identity thief.
• Accept and process completed applications ensuring all final documentation is mailed in accordance to compliance.
Bank of America East Providence R.I.
2007-2012
Certificate of deposit/ Individual Retirement Account/Trust Accounts
• Banking center telephone support supervisor for Individual retirement trusts
Accounts and Certificate of deposits.
• US Trust account Telephone resource support.
• Processed distributions and contributions for Individual retirement accounts.
• Promoted and sold Cd and IRAs to customers on a national level.
• Assisted beneficiaries with legal documentation and information on Pay Upon
Death claims.
• Performed funds transfers from C/D and IRA accounts to Checking and Savings
accounts.
• Educated customers on the legal implications on all types of trust accounts so
they could choose the one that best suits their situation.
New hire supervisor
• supervised new hire classes throughout 2008-2011 coaching developing new
associates to meet company standards and regulations
• Guided new hires in navigating systems and resources on their computers
• Efficiently lead coaches in midday meetings on updates and materials
• Monitored and Calibrated new hire calls for Quality and efficiency
• completed coaching forms for floor managers with daily new hires statistics.
• Updated and revised the coaching book for new coaches to improve efficiency
• Attended Business meetings with managers to present them with their specialist
achievements and opportunities.
Customer service and support specialist
• Serviced clients with their balances and pending transactions.
• Online banking customer support for all browser types including mac.
• Fully serviced customers with their personal lines of credit and loans.
• Exceeded in online banking and Credit card presentation and sales.
• Processed check orders
• Entered claims for customer with posting and encoding errors.
• Processed new, lost and stolen debit card requests.
Accomplishments
Leaders in the making
• Consistently improved the statistics of the associates that were assigned to me by
Unit managers.
• Attain knowledge of how to access and adjust real time systems reporting tool to
keep compliance up to date.
• Learned Measurement and Reporting systems to coach and develop for Unit
Associates.
• Created a Unit contest to inspire and reward associates for exceed in their goals.
• Updated managers by completed SharePoint forms for each specialist to track
associates progress.
• Performed side by side and email coaching’s on a weekly basis to fellow unit
members.
• Subject Matter Expert for associates in my unit while managers were unavailable.
Fleet National Bank Lincoln R.I.
2000-2005
Customer Service Specialist
• updated paper resource manuals so that my Unit could assist their customers
with accurate information.
• Educated customers with information on contributions, distributions and
penalties for their Ira s’.
• Assisted customers with their balances and pending transactions.
• Promoted products and self-services options to customer so they could extend
their relationship with the Bank.
Awards and Achievements
Admirals elite- top 5% in productivity and compliance for the year 2001
Sailing to success- Top statistics in the unit 10 times in 2001
Sailing to success- Top statistics in the unit 8 times in 2002
Admirals elite- top 5% in productivity and compliance in 2002-03
SME- Subject Matter Expert 2008-2010
Unit Ambassador for East Providence call center 2007-2011
References upon request
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