Bianca Granados-Caudillo
Pierce,CO
Summary
I, Bianca have managed to become one proud and accomplished banking professional; With a proven track record of 6 1/2 years at First National Bank of Omaha. I am very proficient in enhancing customer satisfaction and loyalty through exceptional service and efficient problem-solving. Being that I am also Bilingual with strong multitasking abilities, this allows me to consistently exceeded performance metrics. Also, I am skilled in handling cash and managing sensitive data, fostering trust and increasing account retention rates.
Overview
6
6
years of professional experience
Work History
Teller
First National Bank of Omaha
03.2022 - Current
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying and resolving discrepancies and taking corrective actions as needed.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit on ICE, Foundation, Touchpoint, and Black Knight.
- Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
Credit Card Customer Service Representative
First National Bank of Omaha
06.2018 - 03.2022
- Assisted customers in navigating online banking platforms and mobile applications, enhancing their overall digital experience with the financial institution.
- Collaborated closely with other departments like Collections or Fraud Prevention teams for seamless communication and better case management.
- Educated customers on credit card benefits, driving increased utilization of rewards programs and value-added services through First Impression.
- Worked with customers to answer questions, resolve disputes and research discrepancies.
- Consistently met or exceeded performance metrics for call quality, resolution time, and customer satisfaction ratings.
- Managed sensitive customer data with utmost discretion, ensuring compliance with privacy regulations and maintaining trust between clients and the organization.
- Maintained up-to-date knowledge of credit card products, services, and policies to provide accurate information to customers.
- Improved customer loyalty with exceptional service, leading to an increase in account retention rates.
- Efficiently navigated multiple systems (Base 24, Trips, First Work, etc) simultaneously while assisting customers, ensuring accurate information was provided without delay.
Education
Associate of Arts - Business Administration And Management
Aims Community College
Greeley, CO08-2020
High School Diploma -
Valley High School
Gilcrest, CO06-2014
Skills
- Exceptional problem solving
- Bilingual
- Professionalism and courtesy
- Excellent time management skills while proficiently handling cash
- Great multitasking abilities
- Strong attention to detail and knowledge of banking procedures
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Teller
First National Bank of Omaha
03.2022 - Current
Credit Card Customer Service Representative
First National Bank of Omaha
06.2018 - 03.2022
Associate of Arts - Business Administration And Management
Aims Community College
High School Diploma -
Valley High School
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