Banking Center Customer Experience
Resume:
EMMA MILLER
MARKHAM, IL *****
708-***-**** ***********@*****.***
SKILLS
● Excellent oral and written communication skills
● Standard Operating Procedures Maintenance National Mortgage Licensing System
● Time and Billing
● Knowledge of Microsoft Word/Office /PowerPoint/Excel
● 8 years of Leadership and Management experience
● Coaching
● Over 10 years of customer service experience
● Cash Handling
● Call Center Experience
● Average typing rate of 50 words per minute Ability to work in team environment Strong attention to detail
● Ability to solve problems, multi-task, and follow-ups
● Medical Billing and Coding Certificate Billing systems and software
● Highly skilled in business/community development and leadership Professional Experience
People’s Bank
Branch Manager/ Business Development Gary, Indiana August 2023 - Current
● Plans, directs, controls and evaluates the operations and sales efforts of the banking center to meet all growth goals. Supervises all banking center functions to ensure Excellent Customer Experience is made available to all customers and employees at the banking center.
● Responsible for the day to day operations of the banking center as well as oversight of compliance and customer experience.
● Reviews staff members for formal performance evaluation and recommends salary adjustments. Coaches and develops employees while managing employee issues relative to performance and behavior.
● Put business/community development skills into practice in order to meet branch growth goals as well as establish strong community relationships.
● Represents the Bank to the community through good customer relations. Calls on and corresponds with customers and local businesses to build solid relationships to generate deposits and loans in order to meet the Banking Center's assigned goals.
● Motivate and develop team to meet established goals for inside sales efforts and results.
● Drives business into the Banking Center while initiating and developing community relationships through a structured plan.
● Manages, directs and schedules all activities of the Banking Center to ensure that all services are made available to customers in an accurate and efficient manner.
● Responsible for the protection of all funds, physical assets, and property of the Banking Center. Ensures that all Bank policies and procedures are followed and is ultimately responsible for a clean Banking Center audit.
● Originates, coordinates, and assists with the closing of consumer loans.
● Provides and maintains a professional, business-like atmosphere within the Banking center.
● Assures testing of Banking Center security equipment is completed monthly. Investigates security issues when needed.
● Supports Bank strategic initiatives. Ensures proper use of existing and new operating system
● Performs other duties as assigned.
DEARBORN GROUP/BLUE CROSS BLUE SHIELD OF IL
Sr. Billing Auditor Specialist Lombard, Illinois July 2022 - July 2023
● Identified, researched and resolved billing variances to maintain system accuracy and currency. Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments.
● Generated and submitted invoices based upon established accounts receivable schedules and terms.
● Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
● Applied more than 100 payments per week.
● Produced, distributed and tracked more than 150
● Monthly invoices for Large Corporations.
● Worked with Human Resources and assisted Benefit Representatives to properly apply customer remittances.
● Created improved filing system to maintain secure client data. CORPORATE AMERICA FAMILY CREDIT UNION
Branch Manager Tinley Park, Illinois June 2021 - July 2022
● Maintained friendly and professional customer interactions.
● Assessed employee performance and developed improvement plans.
● Met deadlines by proactively managing individual and team tasks and streamlining processes. Engaged employees in business processes with positive motivational techniques.
● Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
● Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
● Gathered and reviewed customer feedback to improve operations.
● Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
● Boosted branch sales by developing and deepening customer loyalty through incentive programs.
● Complied with Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
● Protected company assets with strategic risk management approaches.
● Produced reports outlining financial data to assist management with making strategic plans and operational decisions.
● Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
● Recommended loan approvals and denials based on customer loan application reviews. Identified and capitalized on community business opportunities with effective networking. Developed prospects for new loans though weekly cold calling.
● Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance.
● Developed and delivered polished sales presentations in order to highlight product and service quality.
● Submitted loan applications to loan underwriter for verification and recommendation. Generated dramatic improvements across entire sales cycle.
● Increased monthly staff retention rate after implementing new training programs.
● Expanded territory by negotiating beneficial deals for principle product sales, distribution and service.
● Assessed expansion plans and presented costs to forecast trends and recommend changes. Reviewed and edited loan agreements to promote efficiency and accuracy.
● Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
● Evaluated applications against outline specifications to approve, reject or recommend adjustments files.
FIFTH THIRD BANK
Personal Banker II Chicago, Illinois September 2018 - June 2021
● Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
● Promoted financial products by maintaining excellent service offering knowledge.
● Worked closely with management to strategize sales techniques to increase branch production and customer service.
● Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
● Networked to increase client base and encourage existing clients to expand financial portfolios. Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
● Expanded client base by promoting new financial products.
● Achieved consistent recognition as top sales performer.
● Created innovative financial solutions to meet customer needs and provide competitive edge. Processed customer requests for statements, ordering additional checks and updating customer personal information in database.
● Maximized revenue through improved sales techniques and branch productivity.
● Conducted detailed financial reviews for business clients to sell appropriate products to fit clients needs.
● Performed vault duties to handle large deposits of up to $1 millions and distribute currency to coworkers.
● Helped clients plan for and fund retirements using mutual funds and other options to manage, customize and diversify portfolio.
● Developed top-performing teams, leading to increased branch efficiency and positive customer feedback.
● Identified and investigated variances to financial plans and forecasts.
● Continually boosted branch production and revenue by consistently meeting all monthly and quarterly sales goals.
● Informed customers of procedures for applying for services such as ATM cards, direct deposit of checks and certificates of deposit.
● Presented new and additional products and services to existing customers.
● Answered customer questions and explained available services such as deposit accounts, bonds and securities.
● Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
● Backed up teller team by handling needs of new and existing customers at main counter. Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
● Approached prospective clients through cold calling and emails to meet sales targets. Interviewed customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
● Interviewed customers to obtain information needed for opening accounts or renting safe-deposit boxes.
FIRST SAVINGS BANK OF HEGEWISCH
Assistant Branch Manager Oak Forest, Illinois January 2016 - September 2017
● Trained and developed new team members in alignment with branch service standards and objectives.
● Supervised team of 8 branch employees and made recommendations regarding performance evaluations.
● Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
● Demonstrated knowledge of branch financial products, loans and lines of credit.
● Built rapport with account holders by reaching out with product recommendations and account updates.
● Collaborated with tellers, universal bankers and personal bankers to exceed sales goals. Facilitated customer satisfaction by executing personal communication and frequent follow-ups. Coached and developed branch staff by offering constructive feedback and Compliance training opportunities.
● Coached and developed branch staff by offering constructive feedback and Career training opportunities.
● Coached and developed branch staff by offering constructive feedback and sales and compliance training opportunities.
● Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
● Developed and managed employee schedules, balancing individual requests and requirements with business needs.
● Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
● Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
US BANK
Assistant Manager Chicago, Illinois November 2014 - November 2015
● Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies. Helped with planning schedules and delegating assignments to meet coverage and service demands.
● Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
● Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
● Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
● Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
● Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
● Monitored security and handled incidents calmly.
● Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
● Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
● Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
● Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
● Established and optimized schedules to keep coverage and service in line with forecasted demands.
● Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
● Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
● Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
● Planned team-building exercises to increase employee performance and job satisfaction. Increased sales revenues by promoting complementary products and educating customers about store promotions.
● Achieved recognition for contribution to store success by optimizing sales.
● Increased sales by driving operational efficiencies and building excellent customer rapport. Created organization systems for inventory control, merchandising, financial reports and schedules, dramatically increasing operational efficiency.
● Reviewed sales and gross profit reports to determine options for increasing market growth. Reduced financial discrepancies by monitoring credit card sales and deposits. CHASE BANK
Personal Banker/Manager on Duty Gary, Indiana December 2009 - November 2014
● Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
● Trained employees in essential job functions.
● Initiated plans to improve customer relations, quality standards and service efficiency.
● Handled employee-related issues to improve performance, professional conduct and attendance reliability.
● Established team priorities, maintained schedules and monitored performance.
● Established performance goals for employees and provided feedback on methods for reaching those milestones.
● Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
● Support Branch Staff in absence Branch Manager
● Lead Daily huddles
● Review products and new accounts with bankers for compliance reasons
● Worked with Business Partners: Small Business, Commercial Business, Mortgage, Investments, and Bank at work
● Managed Business customer accounts assisting with business products
● Open new accounts
● Setup Bank at Work events
● Trained Staff on how to recognize referrals
● Performed Teller Transactions when needed
EDUCATION
● NO DEGREE Medical Billing And Coding Sanford Brown College Tinley Park, IL, June 2012
Honor Roll 2011 3.41 GPA
● HIGH SCHOOL DIPLOMA
Dwight D Eisenhower High School
Blue Island, IL, June 1993
SUMMARY
Experienced Manager with over 20 years of experience in Banking. Excellent reputation for resolving problems and improving customer satisfaction. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
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