Customer Service Representative
Resume:
STACIA SMITH
**.******@*****.***
CAREER SUMMARY:
Financial Customer Service Representative with 3+ years of experience and a BA degree.
Responsible for managing a portfolio of high-value business clients and delivering personalized financial solutions, including product restructuring and refinancing.
Utilizes systems like CASTER and TOPS for account management, including opening, closing, and resolving complex inquiries through collaboration with back-office teams.
Experienced managing customer interactions via multiple channels (phone, email, chat, video) while maintaining a high standard of service and customer satisfaction.
Proficient in Salesforce CRM, Content Management OnDemand (CMOD), and Microsoft Excel to support digital banking workflows, account analysis, and reporting.
PROFESSIONAL EXPERIENCE:
U.S. Bank (Remote) February 2022 – April 2025
Wealth Business Banker
Promoted to Wealth Business Banker in July 2023, providing personable and efficient customer experience for clients seeking financial assistance.
Served as the primary point of contact for a portfolio of high-value business clients.
Proactively reached out to understand business growth, cash flow needs, and future financial goals.
Took inbound calls, offering tailored retention strategies such as product restructuring, refinancing options, and higher-yield alternatives to maintain client assets and loyalty.
Submit renewals for customer accounts for both HSA (Health Savings Accounts) and IRA (Individual Retirement Accounts).
Archived statements, loan documents, account summaries, and notices using Content Management OnDemand (CMOD).
Managed account statuses, including openings, closings, and freezes, using TOPS (Transaction Oriented Processing System).
Utilized command syntax coding to navigate and operate legacy systems such as CASTER and TOPS, ensuring efficient retrieval, updates, and servicing of customer accounts and loan records.
Partnered with back-office teams using CASTER to research and resolve complex loan servicing and account inquiries, ensuring timely and accurate client support.
Escalated risk-related concerns to compliance and underwriting teams as needed.
Met performance metrics related to customer satisfaction, banker satisfaction, retention, and sales goals.
Used Microsoft Excel to review and analyze certificate of deposit (CD) projects in relation to changing interest rates.
Collaborated cross-functionally with various departments via Microsoft Teams, ensuring alignment and timely communication on key initiatives.
Digital Banker
Promoted to Digital Banker in January 2023.
Maintained accurate documentation in Salesforce CRM systems and supported ongoing improvements in digital banking workflows.
Used PSAT to submit and track service cases, ensuring prompt resolution of client account inquiries and operational requests.
Assisted customers with transactions, account inquiries, and troubleshooting via phone, email, chat, and video platforms.
Provided technical guidance on online and mobile banking tools.
Identified customer needs and referred them to appropriate banking products or services, including checking accounts, credit cards, and loans.
Resolved technical and service issues efficiently.
Escalated complex issues to specialized departments when necessary.
Assisted customers with enrollment and navigation of mobile apps, online banking, bill pay, mobile deposit, and other digital banking features.
Customer Service Representative
Handled inbound calls, emails, and chat inquiries from customers regarding their accounts, transactions, and banking products.
Addressed questions related to checking and savings accounts.
Reviewed updates to bank policies, rates, and procedures regularly to ensure accurate information was provided to customers.
ADDITION EXPERIENCE:
Academic Coach/Teacher, High Tech Middle School April 2021-August 2021
Maintained the educational environment through structure and routine in a less traditional atmosphere.
Lead students into different school transitions and assist teachers with lessons.
In-home Nanny, San Diego, CA June 2021-October 2021
Cared for 1 yr old and 4 month old brothers
M.S./H.S. English Teacher, Community Christian School September 2016-July 2018
Instructed/Lead Language Arts, Literacy, H.S. English Literature.
Executed lesson plans that can be applicable to each student.
EDUCATION
University of South Florida
BA Degree
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