Banking Customer Service Resume Sample
Amya Robel
40569 Bobby River,
Boston,
MA
+1 (555) 890 5637
Work Experience
Banking Center Customer Service Manager
05/2015
-
PRESENT
Boston, MA
- Assist CSA’s in working with unusual or difficult problems
- Monitors and assists CSA’s with balancing computation, approval, overrides and any complex problems that might arise. Resolve CSA discrepancies and accounting differences between CSA’s, Proof Department and Data Processing according to Bank Policy
- Assures that auditing controls are observed. Audits CSA’s cash drawers as directed in Bank Policy
- Responsible for the development and training of the CSA’s through effective coaching techniques; ensuring customer satisfaction and the achievement of Banking Center goals and objectives
- Conducts monthly sales and coaching meetings and weekly chart sessions with Banking Center staff.
- Comply with Bank’s policies and procedures
- “LIVE” the Bank’s Mission Statement and “PRACTICE” the Bank’s Corporate Strategy
Inbound Banking Customer Service
11/2008
-
01/2015
Houston, TX
- Oversees a team of Customer Service Representatives who handle customer service inquiries and problems
- Evaluates the quality of representatives’ calls and provides feedback on strengths and areas for improvement
- Contribute to the growth of the banking center’s deposit portfolio
- Ensure that branch premises are properly maintained and aligned to the Bank’s marketing guidelines
- Provide Operational support to staff including guiding them on the Bank’s policies and procedures on operational matters
- Manage all operational aspects of the banking center
- Own the successful delivery of operational scorecard results for the banking center
- Adhere to and participate in completing the Daily Security Checklist including items such as oversight of operational aspects of the banking center; control opening and closing of the banking center, conduct audits, and banking center balancing
- Monitor and assist with the resolution of deposit and loan exceptions in a timely fashion to ensure compliance and improve the customer experience
Banking Customer Service Official
05/2003
-
10/2008
Phoenix, AZ
- Attend and/or complete applicable and required training classes. Manage and ensure completion of applicable and required training classes for all team members within the banking center
- Ensure compliance for regulations and reporting, including but not limited to: BSA, OFAC, CIP, CRA, EDD, etc
- Ensure total compliance of physical and information security policy including business and consumer verification procedures
- Assist Banking Center Manager with maintaining high expectations for branch appearance standards
- Provide high quality customer service on a wide variety of general banking matters to nurture and grow both new and established long term relationships
- Be highly responsive to process non-monetary requests for customers i.e. approve checks for cashing, accept and process stop payment requests, order debit cards, complete address changes and process check orders
- Resolve customer inquiries, problems and complaints with scope of authority while proactively using service to sales techniques to provide solutions to customers for current financial needs
- Use feedback from Customer Service surveys to build customer loyalty and create customer advocates
- Provide assistance with maintaining customer records and accounts
Education
Keiser University - Daytona Beach Campus
1997 - 2002
Bachelor's Degree in Business
Professional Skills
- Superior interpersonal skills with ability to navigate through difficult situations with customers and bank employees; strong powers of persuasion
- Deliver a differentiated customer experience by providing superb customer experience through the following behaviors
- Career opportunities to develop your own potential, learn new skills, grow into new roles
- Exhibits leadership and management skills that inspires high performance from staff
- Train, coach, and guide staff with operational and sales skills
- Strong listening and problem solving abilities, persistent enthusiasm when interacting with customers
- Partner with Banking Center Manager to foster a robust employee experience within the banking center
How to write Banking Customer Service Resume
Banking Customer Service role is responsible for security, auditing, training, retail, leadership, compliance, marketing, benefits, education, general.
To write great resume for banking customer service job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Banking Customer Service Resume
The section contact information is important in your banking customer service resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Banking Customer Service Resume
The section work experience is an essential part of your banking customer service resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous banking customer service responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular banking customer service position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Banking Customer Service resume experience can include:
- Monitor and resolve deposit and loan exceptions in a timely fashion to ensure compliance and improve customer experience
- Engage banking center team and business partners to assist customers with a variety of personal and business banking needs
- Participate in and coach to teleconsulting activities including call blocks and call nights to achieve all weekly partner referral and appointment goals
- Utilize the kiosk to provide education and help new and existing customers enroll in electronic banking products and services as needed
- Partner with Banking Center Manager to manage all operational aspects of the banking center
- Drive banking center productivity and growth through the following responsibilities
Education on a Banking Customer Service Resume
Make sure to make education a priority on your banking customer service resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your banking customer service experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Banking Customer Service Resume
When listing skills on your banking customer service resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical banking customer service skills:
- Exceptional customer service or sales experience required, preferably within a financial setting
- Eighteen 18 months of customer service related experience
- Multiple discounts on goods and services with our “Perks at Work” program
- Coaching and leadership qualities
- Fully engage in the sales management process including, but not limited to leading daily huddles, weekly sales meetings, touch bases and coaching sessions
- Field a variety of incoming customer e-mails through our secured Online Banking Website
List of Typical Skills For a Banking Customer Service Resume
1
Skills For Banking Center Customer Service Manager Resume
- Assist Banking Center Manager in fostering a robust employee experience within the banking center
- Utilize kiosk to provide education and help customers enroll in electronic banking products and services during account opening
- Actively participate in teleconsulting activities including call blocks and call nights to achieve all weekly partner referral and appointment goals
- Review and resolve personnel issues by partnering with the Banking Center Manager to ensure resolution within established procedures and guidelines
- Engage the team in the Sales Management Process including direct leadership of huddles, weekly sales and platform meetings, touch bases and coaching sessions
2
Skills For Customer Service Manager & Banking Specialist Resume
- Actively participate in teleconsulting activities including call blocks and call nights
- Understand and ensure compliance for regulations and reporting, including but not limited to: BSA, OFAC, CIP, EDD, etc
- Operational knowledge of branch banking regulations
- Ensure banking center team and partners deliver upon Gold Standard Customer Service expectations
- Complete all onboarding calls and activities in a timely fashion
- Provide high quality customer service on a wide variety of banking matters to nurture and grow both new and established long term relationships
3
Skills For Inbound Banking Customer Service Resume
- Be the first person to provide assistance on the teller line during peak times or when needed to help reduce wait times and fill service gaps
- Ensure successful results on the operational scorecard for the banking center
- Participate and take ownership of the results of all marketing campaigns and promotions
- Utilize guided conversation in the client profiling tool to deepen client relationships and deliver the whole bank
- Complete all new account onboarding calls and activities in a timely fashion
4
Skills For Senior Customer Service Specialist Online Banking Resume
- Assist with sales and service leadership at the Banking Center
- Assist associates in the attainment of individual and team sales and service goals assigned to the Banking Center
- Comply with information and physical security policies including consumer and business verification procedures
- CULTURE, Team environment that is fun and supportive
- PRIDE in what we do
- Knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
- Customer Service Associate II - Consumer
- Exceptional benefits such as medical, dental, and generous Paid Time Off policy
- Access to 401(k) with corporate match and Employee Stock Purchase Program
5
Skills For Customer Service Center Business Banking Specialist Resume
- Access to exclusive colleague offers on Citizens Bank products and services
- Medical/Dental/Vision Coverage (eligible on your first day of employment!)
- Lucrative paid time off program
- Assist the Banking Center Manager in implementing sales tactics and strategies for the banking center to drive sales productivity and market share growth for deposits and loans through the following responsibilities
- Assist the Banking Center Manager to fully engage the team in the Sales Management Process including, but not limited to, daily huddles, weekly sales and pipeline meetings, touch bases and coaching sessions
- Fully capitalize on referrals from Service Associates and leads from business partners by effectively utilizing the guided conversation to deepen client relationships and deliver the whole bank through cross selling and partner referrals to increase share of wallet
- Efficiently open deposit accounts, generate and close consumer loan applications for new and existing clients
6
Skills For Banking Customer Service Associate Specialist Resume
- Meet and/or exceed all established team scorecard goals and metrics for the banking center and contribute to the growth of the banking centers deposit and loan portfolios through the sales process.
- Evaluate overall performance of team members on a constant basis in an honest and impartial manner. Work with Banking Center Manager to provide feedback on team member’s annual performance reviews
- Partner with the Banking Center Manager to develop, implement and lead sales tactics and strategies for the banking center to drive individual and team sales productivity while growing market share for deposits and loans through the following responsibilities
- Establish weekly and monthly goals for Service Associates and Customer Service Representatives to support the overall team goals
- Meet and/or exceed all established team scorecard goals and metrics for the banking center and contribute to the growth of the banking centers deposit and loan portfolios through referral and sales processes
- Provided balanced feedback through ongoing informal and formal documented coaching sessions monthly as a part of the Sales Management Process
7
Skills For Customer Service Manager, Branch Banking Resume
- Actively produce individual referrals to model and lead the team in the attainment of referral goals
- Fill in service and sales gaps as needed, i.e. open accounts and take loan applications
- Effectively utilize and coach to the guided conversation to deepen client relationships and deliver the whole bank through cross selling and partner referrals to increase share of wallet
- Actively participate in the recruitment and hiring of Retail Associates
- Complete Annual Performance Evaluations for Service Associates and Customer Service Representatives
8
Skills For Banking Customer Service Official Resume
- Use feedback from Customer Service surveys to coach team members to build customer loyalty and create customer advocates
- Oversee and participate in completing the Daily Security Checklist including items such as oversight of operational aspects of the banking center; control opening and closing of the banking center, conduct audits, and banking center balancing
- Set and maintain high expectations for branch appearance standards
- Review and resolve personnel issues by partnering with the Banking Center Manager and/or Human Resources to ensure resolution within established procedures and guidelines
- Partner effectively throughout the bank with all lines of business to grow the banking center and fulfill clients financial needs
- Provide high quality customer service on a wide variety of general banking matters
9
Skills For Regional Banking Customer Service Manager Resume
- Approve checks for cashing; accept and process stop payment orders
- Evaluate overall performance of team members on a constant basis in an honest and impartial manner
- Identifies and responds to customer’s needs based on designated procedures of account/client
- Assess customer’s financial position to identify additional relationship opportunities
- Assist customers in reconciliation of accounts, answer questions and resolve complaints
10
Skills For Banking Customer Service Associate Team Lead Resume
- Develop and implement sales tactics to drive consumer deposit and loan growth
- Achieve all partner referral and appointment goals monthly
- Fully capitalize on referrals from service associates and leads from business partners
- Convert service and problem resolution opportunities to sales opportunities to deepen client relationships and increase share of wallet
- Exceed all established individual and team sales goals
- Participate in outbound calling activities to increase market share. Outbound calling activities include but are not limited to First Direct presentations, HSA presentations, Business Banking Calls and additional partner calls
- Utilize customer relationship management tool (CRM) and other sales tools to record, track and maintain sales records for the incentive plan
- Adhere to and participate in completing the branch daily security checklist including items such as assisting with operational aspects of the banking center; control opening and closing of the banking center, conduct audits, and banking center balancing
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