Alaina Hufnagel
Cleveland,OH
Summary
Dynamic and attentive member advocate (personal banker) specializes in branch banking, customer service and account management. Driven to help clients/members make responsible and financially beneficial decisions. Knowledgeable of branch operations and financial products to best support company and customers. Certified Notary in the state of Ohio. NMLS Number 2272119
Overview
10
10
years of professional experience
Work History
Personal Banker
Buckeye State Credit Union
Cleveland, Ohio
06.2024 - Current
- Delivered personalized financial solutions by assessing client needs and recommending appropriate banking products, including checking, savings, loans, and credit services.
- Built lasting client relationships through excellent service, consistent follow-ups, and proactive financial advice.
- Processed new accounts, loans, and credit card applications with precision while ensuring compliance with bank policies and federal regulations.
- Identified cross-selling opportunities to meet customer financial goals, consistently exceeding sales targets.
- Assisted clients with day-to-day banking inquiries, account maintenance, and dispute resolution, ensuring high satisfaction and loyalty.
- Educated customers on digital banking tools, promoting self-service options and increasing online adoption rates.
- Maintained strict confidentiality and accuracy when handling sensitive client financial data.
- Collaborated with branch teams to drive customer growth and meet branch performance metrics.
Member Advocate
Suncoast Credit Union
07.2023 - 05.2024
- Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
- Maintained up-to-date knowledge of industry trends and best practices, adapting processes as needed to deliver exceptional support services for all members.
- Maintained detailed records of all interactions, allowing for easy reference and improved follow-up on outstanding matters.
- Identified potential risks or conflicts within member accounts, taking proactive measures to prevent future complications.
- Worked closely with other departments as needed to resolve cross-functional matters impacting members'' experiences positively.
- Leveraged strong problem-solving skills to address complex member issues efficiently and effectively.
- Collaborated with team members to identify areas for improvement and implement new strategies for better member support.
- Educated members on available resources and services, increasing their engagement with the credit union.
- Opening new memberships.
- Assisting in apply for personal loans.
Branch Banker
PNC Bank
11.2021 - 07.2023
- Delivered exceptional service through effective communication skills, empathy towards clients'' needs, problem-solving abilities, and attention to detail in daily tasks.
- Optimized branch performance by analyzing key metrics and implementing targeted action plans.
- Improved customer satisfaction by providing personalized banking solutions and efficient service.
- Strengthened client relationships, offering tailored financial advice to meet individual needs.
- Managed branch operations for seamless transactions and excellent customer experiences.
- Mentored junior bankers, fostering professional growth and development through coaching sessions.
- Implemented sales strategies for the promotion of various banking products and services.
- Assisted customers with account opening procedures as well as ongoing maintenance requests such as address changes or periodic account reconciliations.
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
- Collected cash and checks for deposit or processed withdrawals by examining checks for endorsements, verifying amounts, inputting into computer systems and printing receipts.
- Counted currency, coins and checks in cash drawer, night depository and ATM.
Assistant Manager
Once Upon A Child Franchise
09.2015 - 09.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- 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.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Mentored team members to enhance professional development and accountability in workplace.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
Education
High School Diploma -
Boardman High School
Youngstown, OH06.2017
Skills
- Cross-cultural communication
- Team Collaboration
- Team Leadership
- Customer Service
- Problem-Solving
- Multitasking and Organization
- Money Handling
- Relationship Building
- Phone and Email Etiquette
- Financial Procedures Adherence
- Time Management
- Collaboration and Teamwork
- Adaptable and Flexible
- Critical Thinking
Skills
Timeline
Personal Banker
Buckeye State Credit Union
06.2024 - Current
Member Advocate
Suncoast Credit Union
07.2023 - 05.2024
Branch Banker
PNC Bank
11.2021 - 07.2023
Assistant Manager
Once Upon A Child Franchise
09.2015 - 09.2021
High School Diploma -
Boardman High School