Client-Focused Telephone Banker

RAINA HALL

Jacksonville, FL *****

***********@*****.*** 904-***-****

PROFESSIONAL SUMMARY

Client-focused Telephone Banker with experience supporting consumer banking and retirement accounts in high-volume call center environments. Skilled in financial needs assessment, transaction servicing, issue resolution, and risk and regulatory compliance. Proven ability to build trust, educate clients on banking solutions, and deliver consistent, high-quality client experiences across phone and digital channels.

PROFESSIONAL EXPERIENCE

Customer Support Representative – TEKsystems (Jacksonville, FL) Present

• Serve members through inbound phone, chat, and secure messaging in a 100+ calls-per-day environment

• Support checking and savings accounts, transaction reviews, digital banking access, and general account servicing

• Identify member needs and provide appropriate banking guidance while maintaining confidentiality and compliance

• Research and resolve complex account issues using banking systems and CRM tools

• Adhere to risk management controls, fraud prevention standards, and regulatory requirements

• Accurately document interactions to meet audit, quality assurance, and compliance standards Retirement Specialist – TalentBridge (Jacksonville, FL) October 10, 2024 – March 5, 2025

• Assisted clients with retirement account withdrawals, rollovers, and account maintenance

• Explained plan rules, timelines, and distribution options to support informed financial decisions

• Researched discrepancies and resolved issues while ensuring compliance with retirement regulations

• Handled escalated calls professionally, improving first-call resolution and customer satisfaction Scheduling Coordinator – Precision Imaging Centers (Jacksonville, FL) December 8, 2023 – October 4, 2024

• Managed high-volume inbound calls while maintaining accuracy, empathy, and professionalism

• Collected, verified, and documented sensitive patient, insurance, and billing information

• Entered and updated data accurately in electronic scheduling and medical record systems

• Maintained HIPAA compliance and confidentiality standards at all times

• Delivered consistent customer experiences in a fast-paced healthcare service environment Customer Support Associate – Adecco (Jacksonville, FL) April 24, 2023 – December 14, 2023

• Provided inbound customer support across phone and digital channels for assigned client programs

• Resolved account inquiries, billing questions, and service issues while meeting quality and productivity metrics

• Documented interactions accurately within CRM systems to ensure continuity and compliance

• Followed established scripts, procedures, and data privacy requirements Credit Card Collector – NCB Management Services, Inc. (Jacksonville, FL) March 7, 2022 – January 31, 2023

• Conducted regulated financial conversations regarding balances, payments, and account status

• Resolved 50+ daily inquiries while adhering to FDCPA regulations and company policies

• Maintained a 95% customer satisfaction rating while supporting risk mitigation efforts

• Reduced repeat calls by 25% through proactive education and issue prevention EDUCATION

High School Diploma – Cornerstone Christian Academy High CERTIFICATIONS

BLS • CPR • Driver’s License

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