Customer Service Relationship Banker

Himani Singh

Contact Information:

***** *********’s Creek,

Carmel IN 46032

Phone 317-***-****

Email: ********************@*****.***

Education:

2008: Bachelor’s Degree in Business Administration with Honors

Punjab University, India

2020: Certification in Career Development by Old National Bank

Personal Profile:

A highly analytical and goal-oriented professional with extensive experience in the banking industry. Strategically engages customers by combining significant industry experience, and customer relationship and issue resolution skills. Successfully completed a Certification in Career Development. Demonstrated leadership skills while working in high performance environment.

Key Competencies:

Financial Records Management

Accounting Principles

Supervisory role

Dispute Resolution

Team Player

Workforce Development

Procedural Compliance

Customer Service

Payroll Processing

Summary of qualifications:

Multilingual: English, Hindi, and Punjabi (oral and written).

Over three years of managerial experience, leading team members and operations.

Highly skilled in bookkeeping, payroll administration, cash management, and financial institution activities.

Excellent customer service and interpersonal skills.

Maintains equanimity in fast paced or high- pressure environments.

Detail oriented, with a demonstrated ability to troubleshooting.

Multitasking skills, prioritizing numerous work initiatives of varying complexity.

Ability to work in cross- functional teams or deliver excellence independently.

Advanced computer skills and utilization, including proficiency in Microsoft Office (Excel, Word, Power Point and Access).

Professional Experience

2020- Current: Branch Banker Sr. (L) (MLO), PNC Bank

Acquires and deepens the branch customer base through a variety of proactive sales and service activities. Manages the customer experience by identifying opportunities to improve the customer's financial wellbeing. Collaborates with ecosystem partners to grow customer's share of wallet. Acts as a PNC ambassador; positions PNC solutions to drive new revenue and customer loyalty.

Leads by example in driving proactive sales conversations through internal and outbound interactions with a defined sales process including outbound calling, service to sales, teller interactions, appointment setting and effective lobby engagement, ultimately elevating client loyalty. Confidently delivers a full PNC conversation with every client interaction to identify appropriate PNC solutions. Leverages ecosystem partnerships as well as community Centers of Influence to acquire, expand and retain relationships.

Leads by example in driving customer loyalty and grows customer share of wallet through a differentiated customer experience. Performs lobby engagement activities to connect with customers and position financial products to meet their needs. Has expert knowledge of complex financial products, services and solutions. Educates customers on options for managing financial transactions by leveraging technology, tools and resources.

Leads by example in applying product and procedural knowledge to identify, mitigate and solve customer problems effectively to drive customer loyalty.

Proficiently manages risk through adherence to all policies and procedures, demonstrating sound judgment within established limits. Demonstrates a heightened scrutiny to identify and avoid loss. Participates in branch daily operations, ensuring they are completed in an efficient and accurate manner.

Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.

Managing Risk - Assessing and effectively managing all the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

2013- 2020: Relationship Banker, Old National Bank

Responsible for credit analyses, opening new accounts, loan applications and consumer lending.

Composed banking reports to summarize sales and identify targets, as well as outlined opportunities for profitable growth.

Customer service to analyze their current priorities, recommend solutions, and provid attainable financial plans.

Utilized in depth knowledge of cash management, credit, investment opportunities, and wealth protection to assist customers in meeting their goals.

Maintained effective customer service for all internal and external relationships, by utilizing in-depth knowledge of company products, programs, and policies.

Supported operational activities such as inventory management, escalating service requests, following up on applications, filing, as well as opening and closing activities.

Contributed to business results and the customer experience by participating in management team meetings.

2012 – 2013: Bank Teller PNC Bank

Independently managed all operational and functional activities of the ATM, including customer service and satisfaction.

Performed customer education service on emerging trends in digital banking such as mobile, ATM, and online banking.

Recommended improvements on work practices, branch operations and processes which enhanced the customer experience and achieved operational excellence

Ensured correct and timely preparation of reports consistent with relevant regulations.

Received multiple recognitions: “highest new customer referrals and upgrades” and “best customer survey”.

2008 – 2011: Operations Manager, Liberty Trade Links Indianapolis

Responsible for daily operations and effective managed of workflow to support business activities.

Assisted with hiring and onboarding, prepared employee schedules, and processed payroll.

Supervised staff and cash register operation, and completed employee performance assessment, including offering additional training and coaching when necessary.

Acted as a point of contact for the frontline staff in handling customer concerns and offered support with scheduled cash and non-cash transactions.

Facilitated service recovery, retained and expanded relationships to achieve portfolio goals, resolved service complaints and responded to inquiries.

References are available upon request.

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