Aleseia Hill
New Bern,United States
Summary
Knowledgeable and dedicated customer service professional with extensive experience in banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Member Service Representative III
First Flight Federal Credit Union
03.2016 - Current
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Increased revenue by actively listening to customers and proposing optimal Consumer Loan offerings.
- Successfully closed average of 35 loans per month.
- Advised clients on mortgage, education and personal loans.
- Awarded Employee of "the" Quarter service award after closing $976,000 in new business.
- Maintained strict confidentiality of bank records and client information.
- Complied with regulatory requirements of Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
- Submitted loan applications to underwriter for verification and recommendations.
- Developed and maintained relationships with local real estate agents.
- Established plans and payoffs for customers' loans, prioritizing debt control and overall costs.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Proactively identified solutions for customers experiencing credit issues.
- Reviewed and edited loan agreements to promote efficiency and accuracy.
- Originated, reviewed, processed, closed and administered customer loan proposals.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Received car loan, home loan and other payments and posted to accounts.
- Balanced staff and vault at end of day and secured monies in accordance with established procedures.
- Investigated staff out-of-balance conditions and instituted corrective procedures.
- Maintained up-to-date and comprehensive knowledge on robbery procedures to employ strategies to deter robbers and further improve branch security.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
Assistant Manger
Handy Mart
08.2013 - 03.2016
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- 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.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Helped customers complete purchases, locate items and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Completed inventory counts and ordered merchandise.
Gifts Officer
UNCG
02.2008 - 12.2009
- Identified potential major gift prospects through research, networking, and relationship-building efforts.
- Collaborated with the development team to create targeted major gifts campaigns and initiatives.
- Secured planned gifts by educating supporters on various giving options and their benefits.
- Worked closely with program staff to understand funding needs, creating compelling proposals for major gift support.
Education
Bachelor of Arts - Communication Studies
University of North Carolina At Greensboro
High School Diploma -
Pamlico County High School
06.2007
Skills
- Building Customer Trust and Loyalty
- CRM Software
- Understanding Customer Needs
- Courteous with Strong Service Mindset
- Multitasking and Prioritization
- Data Entry and Maintenance
- De-escalation Techniques
- Calm and Professional Under Pressure
- Patient and Empathetic
- Microsoft Office Suite
- Time Management
- Team-Oriented and Cooperative
- Dispute resolution
Certification
NMLS
NOTARY
Affiliations
- Brand Ambassador, First Flight Federal Credit Union
- Unity Coordinator, First Flight Federal Credit Union
Timeline
Member Service Representative III
First Flight Federal Credit Union
03.2016 - Current
Assistant Manger
Handy Mart
08.2013 - 03.2016
Gifts Officer
UNCG
02.2008 - 12.2009
High School Diploma -
Pamlico County High School
Bachelor of Arts - Communication Studies
University of North Carolina At Greensboro
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