Customer Service Representative
Resume:
Joanne Busack
Address: Cadott, WI
Phone:262-***-**** Email: *********@*****.***
Dynamic, results-driven customer service & excellence with a proven track record of customer retention while consistently uncovering options to develop new business relationships. A master in recognizing teamwork & the importance in collaborating with different departments to ensure consistency in communication. Understanding of time management and concentrated activity to meet and exceed individual and branch goals while remaining focused to meet the strict deadlines. Overcoming challenges within the branch and team as well as holding a high standard for continuously achieving goals as well as a high standard to policy compliance in an ever-changing business world. PROFFESSIONAL SKILLS:
Customer Service Relations Leader Conflict Resolution Professional Employee Mentor, Coach & Trainer New account trainer & auditor
TECHNICAL SKILLS:
Salesforce CX360, Microsoft SharePoint, Synergy, Microsoft Word, Microsoft Excel, Outlook Associated Bank 01/1999-02/2001
Teller
Acquired new and deepened existing customer relationships by initiating thorough, quality conversations in order to identify customer needs and matching those needs with the appropriate Bank product or service.
Recommended appropriate deposit products and services.
Nurtured and retained customer relationships by extending a courteous welcome and delivering accurate and timely customer service according to the established guidelines, including cashing checks, accepting deposits, and withdrawals, handling loan and credit card payments and dispensing monetary instruments and bonds.
Answered customer questions and resolved related account issues to ensure customer satisfaction, including phone and in-person.
Opened new deposit related accounts, credit cards and savings products and processed changes to existing accounts.
Ensured that new accounts were properly processed, and cross-selling opportunities were identified and pursued.
Supported the day-to-day operations activities of the branch as assigned, including: cash vault balancing, reporting, tracking and servicing the ATM machines and night drop.
Balanced cash daily to maintain accurate transactions processed.
Protected the Bank's financial interests by complying with internal and external policies, procedures, regulations, and supported the integrity of the branch.
Achieved individual and branch team goals.
Provided exceptional customer service through efficient and accurate processing customer transactions.
Joanne R. Busack
Associated Bank 02/2001-05/2003
Teller Supervisor
Performed teller functions as needed.
Supervised teller staff and directed the day-to-day operations activities of the teller area including: periodic teller balancing of windows, ordering cash, cash vault balancing, scheduling teller staff, ordering supplies, and completing daily and monthly reports, ensuring an excellent customer experience at every point of contact.
Participated in the interview and selection process, coached, trained, developed, evaluated and provided feedback to Tellers.
Provided technical guidance and training to staff on operating procedures, monitoring regulatory and compliance changes, and ensured compliance with outside regulations and corporate Standard Operating Procedures.
Remained knowledgeable and conducted procedures relating to office security, including but not limited to: Security procedures, Monthly Audit Checklist requirements, security equipment testing, office security training, and surprise cash audits.
Acted as a key security agent within the office.
Maintained procedural proficiency in all products and services offered at the office.
On a regular basis, was called on to sell new accounts by gathering information about customer needs and recommended solutions to resolve customer needs.
Supported the attainment of branch goals by coaching and motivating Tellers in identifying opportunities that deepened customer relationships.
Participated in skill builder, branch huddles and other training sessions as directed. Trained staff new account opening procedures & required documentation needed. Audited new account & account change documents to ensure supporting documentation received. This included personal & business accounts, custodial, trusts, IRA’s, decedent accounts and any other specialty account.
Associated Bank 05/2003-08/2007
Teller/Personal Banker I/II
Performed teller functions as needed.
Identified needs and referred customers to business partners within and across lines of business.
Opened deposit and loan accounts, verified and processed changes to existing accounts, answered customer questions and resolved related account problems.
Ensured that new accounts were properly processed, cross-selling opportunities were identified and pursued.
Prepared documents and paper work, assisted customers with signing documents necessary to complete transactions, received initial deposits and/or transferred funds from existing accounts or prepared sight draft to obtain funds.
Made referrals to the appropriate Retail business line for all lending opportunities.
Provided exceptional customer service through efficient and accurate processing of customer transactions.
Protected the Bank's financial interests by complying with internal and external policies, procedures, regulations, and supported the integrity of the branch.
Achieved individual and branch team goals.
Assisted the Branch Manager as needed and acted as a mentor and trainer for other Personal Bankers within an office or region.
Performed service-related activities such as on-boarding calls and appropriate follow-up with customers.
Performed some sales coaching activities and helped prepare reports and sales aids. Joanne R. Busack
Participated in community and business functions/group to ensure a positive image for the bank within market place.
Performed routine functions in preparation of the start or end of day’s activities including ATM balancing and/or servicing.
Develop relationships by prospecting new households and businesses while growing existing relationships.
Processed personal, car, boat, motorcycles and loans, as well as home equity lines of credit and loans.
Obtained all necessary documentation for loan processing up to and including pulling credit, getting pay stubs and final statements to pay off credit cards, etc. Associated Bank 08/2007-12/2011
Assistant Branch Manager
Performed Teller functions as needed.
Performed Teller Supervisor functions as needed
Performed Personal Banker functions as needed.
Provided exceptional customer service.
Provided direction and assisted in the supervision of the office in the manager’s absence.
Conducted or assisted with coaching and observations of staff to improve/maintain accuracy, provide superior customer service, increase referrals, and enhance the professional development of colleagues.
Processed personal, car, boat, motorcycles, and loans, as well as home equity lines of credit and loans.
Obtained all necessary documentation for loan processing up to and including pulling credit, getting pay stubs and final statements to pay off credit cards, etc.
Remained knowledgeable and conducted procedures relating to office security.
Supervised Personal Banker staff directly and indirectly.
Helped direct the day to day operations activities of the office.
In consultation with the manager, was asked to participate in interviewing, hiring, training, evaluating, and disciplining staff.
Work closely with internal departments to offer a variety of products and services to customers and prospects.
Plan, direct and control bank operations, ensuring that established policies and procedures are followed and delegating responsibilities to staff as needed to meet office objectives.
Manage sales efforts by using and reinforcing Achieving Excellence routines daily by setting individual goals and coaching sales staff.
Manage client relationship development and maintenance and identify referral opportunities through trust, Business Banking, Private Banking and Retail Departments.
Achieved individual and branch team goals.
Associated Bank 07/2012-11/2014
Branch Manager
Performed Teller functions as needed.
Performed Teller Supervisor functions as needed
Performed Personal Banker functions as needed.
Performed Assistant Branch Manager functions as needed.
Direct bank sales activities, establish sales goals and activities to attain new customer relationships and retain and grow existing relationships. Joanne R. Busack
In consultation with the District Manager, develop and implement written short- and long-term plans for achieving branch sales, fee income and service goals.
Establish goals that are specific and measurable that include selling and cross selling by product and transactional volumes, all with a consistent emphasis on total customer banking relationships, and truly delivering a great customer experience.
Develop, maintain and cultivate community and new business contacts with important market sources to enhance bank visibility and maximize business development opportunities.
Manage costs and staffing levels within approved guidelines.
Make decisions to enhance bank performance and profitability including building fee income for the bank.
Responsible for the understanding, knowledge and management of all required training and compliance issues (i.e. CIP, BSA).
Ensure the bank meets all aspects of the audit checklist.
Help to resolve balancing problems and authorize over/short adjustments.
Report equipment and building status; recommend and arrange for building improvements. Maintains a neat and professional atmosphere consistently.
Actively participate in "promoting the bank” in aisles.
Coach staff in the aisles to promote the supermarket banking philosophy and to help staff adhere to aisle “selling”.
Ensure proper staffing for all hours of operation.
Recruit, hire and train staff that embrace supermarket banking.
Processed personal, car, boat, motorcycles, and loans, as well as home equity lines of credit and loans.
Obtained all necessary documentation for loan processing up to and including pulling credit, getting pay stubs and final statements to pay off credit cards, etc. BMO Harris Bank, Eau Claire, WI 11/2014-12/2015
Universal Banker
Managed client relationship development and maintenance and identify referral opportunities through trust, Business Banking, Private Banking and Retail Departments.
Made referrals to the appropriate Retail business line for all lending opportunities.
Performed service-related activities such as on-boarding calls and appropriate follow-up with customers.
Marine Credit Union, Eau Claire, WI 01/2016-07/2019 Member Service Supervisor
Managing and maintaining the Customer Service for the Branch.
Responsible for bringing in new memberships, while retaining the current memberships.
Managing customer complaints, concerns, and resolving the issues at hand.
Looking to uncover and new referrals from new and current memberships.
Ensuring proper procedures and policies are followed per compliance
Trained staff new account opening procedures & required documentation needed. Joanne R. Busack
Audited new account & account change documents to ensure supporting documentation received. This included personal & business accounts, custodial, trusts, IRA’s, decedent accounts and any other specialty account.
Responsible for all Branch Operations including but not limited to; hiring and promoting staff, performing disciplinary actions, providing monthly and yearly reviews, etc.
Providing detailed reporting of negative account activity, delinquent loans, branch cross sales and referrals, and action plans for increasing these areas.
Achieved the highest recognition for overall performance and skills for Marine Credit Union, The President’s Circle, three times.
o Entire branch also earned this title once as well. Marine Credit Union 07/2019-12/2021
Regional Service Manager
• Responsible for managing 6 branch locations including Eau Claire, Chippewa Falls, Stanley, La Crosse, Onalaska and inside of Ranger High School in La Crosse.
• Responsible for coaching, mentoring and providing the tools needed for the teams to be successful in their current role. Scheduled daily, weekly and monthly one on ones to measure individual and team success. Trained staff new account opening procedures & required documentation needed.
• Audited new account & account change documents to ensure supporting documentation received. This included personal & business accounts, custodial, trusts, IRA’s, decedent accounts and any other specialty account.
• Encouraged community involvement by volunteering time and donations to help our local business continue to be successful during the pandemic.
• Schedule talent share opportunities for my teams so that they may learn what other departments do and how we can best support them in slower or down times in the branch.
• Performed quarterly branch and cash drawer audits to ensure that branches were adhering to company policies & procedures.
• Participated in weekly fraud meetings to keep updated on how members were attempting to fraud the company through different channels.
o Always communicated this to my teams to ensure that they were aware of how to best protect the company and our members from fraudulent losses.
• Attended weekly meetings on best practices on how we can increase our checking growth as well as keeping and maintaining our current member base. Marine Credit Union 12/2021-03/2022
Service Advisor
• Role recently developed and under development based on my past and current achievements and roles.
• Currently enrolled in CUNA (Credit Union National Association) to be a certified Financial Counselor by June of 2022.
Education
Gateway
Technical College,
Elkhorn, WI
08/2004-05/2006
Joanne R. Busack
Master’s Certificate in Supervisory Management
C.O.A.L (College of
Accelerated Learning)
12/2011-05/2012
C.O.A.L Graduation Award
A program offered through Associated Bank to teach, mentor, coach and train a group of highly qualified candidates to become the next branch managers.
Contact this candidate