Brandon Stein
Owensboro,Kentucky
Summary
Dynamic Wealth Management Banker at US Bank with expertise in online banking services and compliance. Proven track record in enhancing customer satisfaction through effective relationship management and wire transfer operations. Recognized for excellence with a nomination for the Legends of Possible award, showcasing commitment to delivering exceptional service.
Overview
13
13
years of professional experience
Work History
Wealth Management Banker
US Bank
06.2022 - Current
- Facilitate customer navigation and completion of online banking tasks.
- Assist Wealth and Business Banking clients with wire transfers and money movement.
- Support customers in all banking needs, ensuring prompt service delivery.
- Guide clients through the withdrawal and redemption of Certificates of Deposit.
- Remain current on legal and internal policies to ensure compliance.
- Nominated for the Legends of Possible award, 2024.
Senior Customer Service Representative
TrueSource
03.2022 - 06.2022
- Dispatched technicians for repairs at Home Depot stores nationwide, ensuring timely service delivery.
- Created purchase orders for necessary repairs, enhancing operational efficiency.
- Trained new team members on service protocols and best practices to improve performance.
- Followed up on and closed repair orders and calls, maintaining high-quality standards.
Supervisor
Results CX
01.2020 - 01.2021
- Supervised a team of 5 to 15 customer service agents, enhancing overall performance quality.
- Conducted weekly coaching sessions focused on agent behavior and performance metrics.
- Participated in daily conference calls with clients and sister sites to address needs and expectations.
- Executed administrative functions for each team member to ensure operational efficiency.
- Assisted agents in ongoing training, knowledge retention, and error correction as necessary.
Team Manager
Alorica
01.2018 - 01.2020
- Executed administrative functions for team members efficiently.
- Supervised teams of 5 to 20 customer service agents, ensuring high performance standards.
- Facilitated weekly coaching sessions for agents on performance quality and behavior.
- Participated in daily conference calls with clients and sister sites to address needs.
- Attended weekly calibration meetings with clients to align services with expectations.
- Approved and edited payroll for all customer service agents accurately.
- Assisted agents in resolving escalated calls to enhance customer satisfaction.
Customer Service Agent/Support Coach
Alorica
01.2017 - 01.2018
- Provided inbound assistance to customers for major telecommunications provider.
- Facilitated account changes, technical support, and billing inquiries.
- Coached new hires on customer service techniques and escalation protocols.
- Managed escalated and supervisory calls to resolve complex issues efficiently.
On Air Talent
Town Square Media - WBKR
01.2013 - 01.2018
- Aired live broadcasts promoting local businesses across various time slots, including afternoon drive and weekends.
- Produced studio segments for high school football, NASCAR, and University of Kentucky sports.
- Drove listener engagement through blogging and digital content creation.
- Supported planning and execution of promotional events to enhance community outreach.
Education
Master of Business Administration - Human Resource Management
Capella University
05.2013
Bachelor of Science - Communications Arts
Kentucky Wesleyan College
Owensboro, KY05.2009
Skills
- Online banking services
- Wealth management strategies
- Compliance and regulation
- Customer support solutions
- Wire transfer operations
- Relationship management
Honors And Awards
- Order of Omega, Kentucky Wesleyan Chapter, 2009
- Order of Oak and Ivy, Kentucky Wesleyan College, 2009
- Alpha Chi Honors Society, Kentucky Wesleyan Chapter, 2008
Leadership And Organizations
Sigma Nu Fraternity, Commander, 2008, Retired $11,000 debt and developed a strategic plan which allowed chapter to move beyond the danger of closing
Timeline
Wealth Management Banker
US Bank
06.2022 - Current
Senior Customer Service Representative
TrueSource
03.2022 - 06.2022
Supervisor
Results CX
01.2020 - 01.2021
Team Manager
Alorica
01.2018 - 01.2020
Customer Service Agent/Support Coach
Alorica
01.2017 - 01.2018
On Air Talent
Town Square Media - WBKR
01.2013 - 01.2018
Master of Business Administration - Human Resource Management
Capella University
Bachelor of Science - Communications Arts
Kentucky Wesleyan College