Alicia Moore

Respond to customer inquiries and concerns regarding their accounts.

Phone transfers

Troubleshoot with DC/CC issue

Some account maintenance.

Assist with OLB

• Documented customer interactions accurately in the CRM system, ensuring data integrity and accessibility.
• Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.
• Navigated multiple computer systems and applications to find information.
• Followed up with customers about resolved issues to maintain high standards of customer service.

• Assisted clients with account inquiries and transactions, ensuring a positive banking experience.
• Utilized CRM software to track customer interactions and follow up on potential leads.
• Increased cross-selling success by proactively identifying client needs and suggesting appropriate financial solutions.
• Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
• Facilitated customer transactions, including deposits, withdrawals and transfers.

• Coordinated daily service requests, ensuring timely dispatch of resources to customer locations.
• Managed communication between customers and technicians, facilitating efficient resolution of service issues.
• Prioritized and scheduled service calls based on urgency and technician availability, optimizing workflow.
• Utilized dispatch software to track job progress and update customers on expected arrival times.
• Ensured accurate record-keeping by maintaining detailed logs of all dispatched jobs, technician assignments, and completed tasks.
• Streamlined communication between field technicians and customers, ensuring timely resolution of issues.
• Reduced response times by effectively coordinating service routes for optimal efficiency.

• Supervised daily teller operations, ensuring compliance with credit union policies and procedures.
• Trained and mentored new tellers in customer service best practices and transaction processes.
• Streamlined cash handling procedures, improving efficiency and accuracy of daily reconciliations.
• Resolved customer inquiries and issues, enhancing overall satisfaction and loyalty to the credit union.
• Counted cash drawers and made bank deposits.
• Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
• Provided exceptional customer service during high-volume periods, demonstrating professionalism under pressure.
• Examined tellers' reports of daily transactions for accuracy.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Audit/fill ATM weekly
• Used Client to make Debit Cards and troubleshoot for Customers.

• Trained and mentored new staff on customer service protocols and transaction processing techniques.
• Implemented process improvements that streamlined cash handling procedures, reducing errors in transactions.
• Collaborated with management to develop training materials focused on best practices for teller performance.
• Maintained a balanced cash drawer with meticulous attention to detail, ensuring accuracy in all transactions.
• Delivered exceptional customer service during high-volume periods, effectively managing wait times and workloads.
• Participated in community outreach events on behalf of the bank, enhancing brand visibility and fostering goodwill within the local area.
• Contributed to the achievement of branch goals by actively participating in cross-selling initiatives and referral programs.
• Supported customers in navigating online banking platforms and mobile applications, promoting digital services adoption among clients.
• Performed end-of-day reconciliation tasks accurately, contributing to smooth daily closeout procedures within the branch.
• Recognized and prevented fraudulent activities and suspicious transactions.
• Replenished ATM funds in empty canisters prior to validation process.
• Answered inquiries regarding checking and savings accounts and other related products.