Amber Villegas

• Updated accounts, documents and reports with efficiency and accuracy.
• Achieved sales and productivity benchmarks on consistent basis.
• Educated clients on services and products available.
• Developed and deepened client relationships to increase loyalty and brand engagement.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer calls and emails to answer questions about products and services.
• Prepared and submitted reports to keep management informed of sales activities and progress.
• Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
• Trained and supervised junior customer service representatives on best practices to meet organization goals.
• Investigated and resolved customer inquiries and complaints quickly.
• Trained customer employees and managers on machine use and maintenance.
• Processed customers' deposits, transfers and cash withdrawals.
• Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
• Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.
• Coached staff to improve efficiency and revenue with more effective procedures and approaches.

• Helped customers effectively navigate bank technology such as kiosks and mobile access to reduce common questions and unprofitable interactions.
• Cross-sold products such as consumer loans by listening to customers and understanding needs and taught staff to implement similar processes in every interaction.
• Built trusting relationships with members by offering sound financial advice and personalized service.
• Processed customers' deposits, transfers and cash withdrawals.
• Coached staff to improve efficiency and revenue with more effective procedures and approaches.
• Oversaw daily branch preparations to consistently open on-time and maintain readiness to serve customers' needs.
• Managed branch vault and cash supply to keep appropriate level of currency on hand.
• Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
• Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.

• Coached staff to improve efficiency and revenue with more effective procedures and approaches.
• Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.
• Processed customers' deposits, transfers and cash withdrawals.
• Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
• Open consumer check and saving accounts
• Act as Branch Service Manager in her absence
• Train new staff
• Accurately process loan payments in Web direct and / or EIBC
• Accurately scan through Remote Branch Capture to minimize adjustments
• Place weekly cash orders and ensure we are within branch cash limits. AS the single ATM Custodian, I monitor the cash levels and supplies daily and replenish as needed.
• Meet and exceed referral goals and contribute to sales campaigns and promotions. Train employees and make sure the branch is compliant with regulations and mitigating risk
• Part of a Paired Branch Model with minimal staff which provided a platform to expand my level of responsibility and knowledge
• Currently completing pre-requisites to formally complete OASIS training. Along with being responsible for processing customer transactions while providing an excellent customer experience, I am also able to process many transactions in OASIS such as TCD renew, withdraw, or close. Also, able to process IRA contributions and all ATM maintenance, check orders, and more
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· Act as Branch Service Manager in her absence

• Serviced customer by completing account transaction.
• Processed more complex transactions such as night drop, mail, and merchant transactions
• Worked closely with Operations Manager to complete daily operations duties
• Built trusting relationships with members by offering sound financial advice and personalized service.
• Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.

• Provide excellent customer service while processing transactions.
• Assist customers with questions or issues
• Process more complex transactions such as cashiers check, cash advances, safe deposit access
• Meet sales and referral goals assigned
• Trained staff in bank products, operations procedures and successful sales strategies
• Built trusting relationships with members by offering sound financial advice and personalized service