Experienced Customer Relations & Fraud Specialist
Resume:
Elizabeth Hanson
Customer Support
Ramsey, MN ***03
*****************@*****.***
Professional Summary
Polite and professional successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision- making skills and sound judgment to positively impact company success.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Relationship Banker
Bank of America-Coon Rapids, MN
July 2024 to Present
• Provided comprehensive financial analysis and recommendations to clients based on their individual needs and goals
• Collaborated with internal teams such as wealth management, mortgage lending, and business banking to deliver integrated solutions for clients
• Conducted regular reviews of client accounts to ensure compliance with regulatory requirements and identify potential risks or issues
• Assisted clients with account opening, closing, and maintenance processes while ensuring adherence to bank policies and procedures
• Educated clients on various banking products including checking accounts, savings accounts, loans, credit cards, and investment options
• Resolved complex customer inquiries or complaints promptly and effectively while maintaining a high level of customer satisfaction
Fraud Liaison Call Center Representative
US Bank-Saint Paul, MN
December 2019 to April 2023
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Educated customers on company systems, form completion and access to services.
• Resolved concerns with products or services to help with retention and drive sales.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
• Engaged in learning and development opportunities to promote continued performance improvement. Call Center Representative
Old National Bank-Evansville, IN
August 2018 to November 2019
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Resolved concerns with products or services to help with retention and drive sales. Client Care Specialist II
Old National Bank-Evansville, IN
July 2018 to November 2019
Inbound, outbound inquiries into accounts, loans, balances, online banking, payoff quotes, all customer service inbound questions.
Pharmacy Technician
CVS Pharmacy-Coon Rapids, MN
December 2015 to February 2018
• Answered incoming phone calls and addressed questions from customers and healthcare providers.
• Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy.
• Counted and labeled prescriptions with correct item and quantity.
• Stocked, labeled and inventoried medication to keep accurate records.
• Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
Pharmacy Technician
CVS Pharmacy-Andover, MN
December 2015 to November 2016
Customer Service, prescription preparation, prescription monitoring, counting, insurance, data, cash handling
Cashier
Kings County Market-Andover, MN
November 2014 to June 2015
Worked as a team member performing cashier duties, product assistance and cleaning. Managed quality communication, customer support and product representation for each client. Assisted customers with store and product
complaints. Guaranteed positive customer experiences and resolved all customer complaints. Responsible for ringing
up customers in a timely manner and guaranteeing high level of customer service. Customer Call Representative
Kelly Services-Evansville, IN
August 2008 to December 2012
Guaranteed positive customer experiences and resolved all customer complaints. Inbound Customer Call Representative for Vectren Source
Production
customer support and product representation for each client Fifth Third Bank-Evansville, IN
March 2004 to June 2007
Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax. Assisted customers with store and product
complaints. Guaranteed positive customer experiences and resolved all customer complaints. Processed and issued
money orders for customers. Compiled weekly monetary reports and records for store managers. Maintained adequate
cash supply in cash drawers in multiple checkout stations. Managed cash stock and inventory balances accurately.
Personal Banker
5/3 Bank-Evansville, IN
March 2004 to July 2005
• 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. Assistant Manager
Carpet And Light Gallery-Mount Vernon, IN
October 2001 to February 2004
• 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.
Assistant Manager/Sales
Carpet and Light Gallery-Mount Vernon, IN
October 2001 to February 2004
Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges. Prevented store losses
using awareness, attention to detail and integrity. Developed highly empathetic client relationships and earned reputation for exceeding sales goals. Achieved high sales percentage with consultative, value- focused customer service approach.
Cross-trained and provided back-up for other customer service representatives when needed. Computed accurate sales
prices for purchase transactions. Worked as a team member performing cashier duties, product assistance and cleaning.
Prepared and sold broad range of customized merchandise to individuals and commercial accounts. Expressed appreciation and invited customers to return to the store. Interacted with customers and retail buyers to follow-up on shipping statuses
and expedited orders. Successfully interacted with customers and retail buyers to expedite orders. Assisted customers with
store and product complaints. Guaranteed positive customer experiences and resolvedall customer complaints.
Branch Service Representative
Beneficial Bank-Liberal, KS
June 1995 to June 2000
• Oversaw daily branch preparations to consistently open on-time and maintain readiness to serve customers' needs.
• Helped customers effectively navigate bank technology such as kiosks and mobile access to reduce common questions and unprofitable interactions.
• Processed customers' deposits, transfers and cash withdrawals.
• Cross-sold products such as consumer loans by listening to customers and understanding needs and taught staff to implement similar processes in every interaction.
• Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
• Trained staff in bank products, operations procedures and successful sales strategies. Branch Representative
Beneficial Kansas-Liberal, KS
June 1995 to June 2000
Collections, Loans/closings, account maintenance, daily/monthly/quarterly reports, loan workup, credit checks, customer
service
Education
Nursing (Associate of Applied Science)
Ivy Tech State College-Evansville, IN
2007
Nursing (Associate of Applied Science Associate)
Seward County Community College-Liberal, KS
May 1995 to May 1995
Business (Associate of Applied Science)
Seward County Community College-Liberal, KS
1995
Skills
• Writing skills
• Vendor relationship building
• Financial services
• Restaurant experience
• Delivery driver experience
• Pharmacy
• System Documentation
• Leadership
• Customer Care
• Direct patient care - Direct patient care weekly hours (10-20 hours)
• Accounts payable - Accounts payable experience (1-2 years)
• Medical office experience
• Phone communication
• QuickBooks
• Sales
• Office activity coordination
• Internal controls
• Front desk
• Banking
• Credit analysis - Credit analysis experience (6-10 years)
• Cash register
• Client services
• Microsoft Access
• Customer inquiry handling
• Supervising experience
• Written communication
• Financial auditing - Clients audited yearly (1-10 clients audited)
• Credit risk assessment
• Typing
• Social media management
• Multi-line phone systems
• Bank experience
• Payroll processing - Payroll processing experience (3-5 years)
• Operating systems
• Accounting
• Marketing
• Attention to detail
• Filing
• Communication skills
• Training & development
• Computer operation
• Customer relationship management
• Customer Support
• Customer Service
• Task prioritization
• Customer communication
• Facility Tours
• Archival standards
• Inventory
• Anti-money laundering
• Industry knowledge of financial regulations
• Banking risk management
• Clerical experience
• Internal financial compliance auditing
• Cash handling
• KYC
• Cross-functional communication
• Maintaining patient confidentiality
• Telemarketing
• Word
• Managing budgets in a finance role
• Client interaction via phone calls
• Financial fraud investigation
• Productivity software
• Mobile devices
• Banking regulatory compliance
• Quality assurance
• Purchasing
• Call center
• Medical scheduling
• Project management
• Anti-money laundering investigation
• Accounting and finance experience - Accounting and finance experience (6-10 years)
• Financial compliance
• Account management
• Accounting systems
• Research
• Compliance standards auditing
• Red flag analysis
• Staff scheduling
• Risk assessment
• Anti-Money Laundering (AML) compliance (compliance procedures implemented)
• Loan processing
• Customer service
• Financial fraud detection
• Bookkeeping - Bookkeeping experience (6-10 years)
• Lending
• Technical writing
• Billing
• Yardi
• Financial transaction processing
• Quality control
• Visio
• Problem-Solving Skills
• Financial sales
• Inbound Phone Call Management
• Windows
• Transaction monitoring
• Regulatory compliance
• Mediation
• Public relations
• ACH
• ADP
• Office management - Office management experience (1-2 years) Certifications and Licenses
Non-CDL Class C
Insurance Producer License
Driver's License
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