Manager Customer
Resume:
Alexandra Follett
adhc5o@r.postjobfree.com 913-***-****
www.linkedin.com/in/alexandra-follett-772034ba 809 Olive Way Seattle WA 98101
SUMMARY OF QUALIFICATIONS
Working knowledge of customer relations in a high-paced banking environment.
NMLS Number 1854775.
Participate in daily audit and four internal audits of Bank Operations with passing scores.
Refers bank customers to specialists (home loan, small business, payroll, merchant services) based upon need.
Inform and educate bank customers on how to conduct simple transactions through self-service technologies resulting in high migration numbers.
Delivered personalized services to banking customers in multiple situations including; high potential customers, high volume centers, and diverse multi-cultural centers.
EXPERIENCE:
The Commerce Bank of Washington Seattle, WA
A subsidiary of multibank holding company Zions Bancorporation, The Commerce Bank of Washington operates a single location in downtown Seattle. The bank offers deposit services and loans to individuals and local businesses, with an emphasis on providing custom services to the latter.
Business Operations Specialist III August 2019- Present
Key responsibilities
Processing, monitoring, verifying, and posting of Domestic and International wire transfers.
Perform day-to-day duties such as processing, monitoring, verifying and posting of incoming and outgoing wires via Wire Xchange.
Prep outgoing wires using filenet and other sources.
Verify clients have updated wire agreements and notify customer service when an agreement is out of date.
Process outgoing wires from Q2 and secure message system.
Using access check fraud data base monitor suspicious checks drawn off of The Commerce Bank of Washington.
Put together the banks monthly fraud report in excel by the 10th of each month.
Preform teller duties when need: check cashing, deposit withdrawal and change request.
Assist with cashier’s check reconciliation.
Input account payable items into the system each month and print the AP checks.
Review positive pay exceptions each day and submit via service point.
Update or correct errors on positive pay items by 9 AM each day on the positive pay system.
Print stop pay, charge back, credit back and deposit corrector notices each day and mail out to clients by 3PM.
Process and review non- post and stop pay exceptions daily.
Collect the daily fed return via fed line and notify clients.
Process large dollar return items daily and notify clients of the returns.
Commerce Bank Kansas City, KS
Commerce Bancshares, Inc. is a Kansas City, Missouri, based U.S. bank holding company with branches of its Commerce Bank in Colorado, Kansas, Missouri, Illinois, and Oklahoma.
Senior Banker October 2018- August 2019
Key responsibilities
Engage with customers helping them with all their needs.
Opens small business and personal deposit accounts.
Opens saving products (examples: relationship savings, money market, CD and IRA.)
Assists customers with their borrowing needs by opening personal and student loans.
Responsible for cross selling credit products. (Example Credit Cards).
Takes home loan applications in branch. Examples: HELCO.
Refers customers to our Commerce bank partners. Example: Trust, Small Business, Mortgage, Merchant Services.
Responsible for the branch in absence of branch manager.
Responsible for 60% of the branches total revenue.
Bank of America Seattle, WA
Bank of America is the second largest bank holding company in the United States. It provides its products and services through operating 5,100 banking centers, 16,300 ATMs, call centers, and online and mobile banking platforms.
Relationship Banker January 2018-October 2018
Key responsibilities
Engage customers in the lobby to assist, educate and train customers on how to conduct simple transactions through self-service technologies.
Work with retail customers to build and deepen relationships by uncovering financial needs and recommending the best products, services and solutions to meet those needs.
Open deposit accounts and sell banking products (examples: credit cards, CDs, IRAs, loans).
Quote rates, terms and programs for loan customer requests.
Respond to customer inquiries and concerns, creating customized solutions.
Recognize and refer cross-sell opportunities.
Ensure customers/clients are connected to the appropriate teammate to help them achieve their financial goals; make sure all sales, service and specialized needs are met; and help drive overall revenue growth.
Ensure the customer’s needs are met by partnering with specialists and business partners to understand what they offer to customers and the most effective way to generate business referrals (examples: customer’s banking, small business, mortgage and investment needs).
During times of high customer traffic, process transactions accurately and efficiently to build customer confidence and trust, based on established policies and procedures.
Leverage available resources and technologies (such as tablets and bank by appointment) to optimize the customer experience with operational excellence and accuracy.
Proactively manage risk in every business, product and service transaction.
Key accomplishments
Highest seller of credit cards for the month of May.
Passed Audit 96.8 while acting as assistant manager during audit.
Acted as assistant manager for three months.
Has a current score of 100% for customer satisfaction.
Customer Service Representative April 2016-January 2018
Key responsibilities
Responsible for processing transactions accurately and efficiently in a fast-paced environment.
Responsible to count and balance cash drawer of up to $40,000 with accuracy.
Meet or exceed personal sales goals by creating a connection and developing rapport with customers to provide outstanding, personalized service.
Listen carefully and connect with customers to understand their top financial priorities and to uncover products and solutions that will benefit them.
Meet or exceed center sales goals by building and maintaining partnerships with teammates and specialists to maximize effectiveness and serve customers.
Assist customers with inquiries and/or problem resolution professionally.
Key Accomplishments
4th overall (top 5%) of Seattle for personal sales goal of referrals to work with bankers on new products and services with Bank of America.
Dexter-Horton team received a 98% score on our customer experience surveys.
Dexter-Horton team received a 100% on top clientele experience surveys.
Educated and trained customers on ATM to exceed migration goals of new system.
EDUCATION:
Blue Valley High School Stillwell, KS
2007-2010
Graduated with a 3.5 GPA.
President of the Environmental club.
Active member of the National Art Honors Society.
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