Brittany Marko
Woodville
Summary
With a proven track record at Huntington National Bank, I excel in transforming customer service standards through strategic leadership and problem-solving. Expert in training and mentoring, I've significantly enhanced team performance and client satisfaction. My adeptness in research and due diligence ensures operational excellence and compliance, marking me as a distinguished candidate in client service management.
Overview
12
12
years of professional experience
Work History
Client Service Manager
Premier Bank
05.2024 - Current
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
- Assisted in training new tellers to ensure a consistent level of excellent service across the team.
- Conducted audits, demonstrating attention to detail while verifying transactional records for accuracy.
- Provided exceptional customer service, resulting in increased loyalty among existing clients and referrals of new business opportunities from satisfied customers.
- Introduced customers to other bank team members to help meet financial needs.
- Prevented losses by identifying suspicious activities and escalating concerns according to bank policies and procedures.
- Served as an essential resource for colleagues seeking guidance on policy interpretations or procedural clarifications.
- Improved overall branch performance by sharing best practices and collaborating with coworkers to address areas of opportunity for growth.
Relationship Banker 1
Huntington National Bank
09.2022 - 05.2024
- Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
- Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.
Branch Service Manager
Huntington National Bank
03.2018 - 08.2022
- 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.
- Managed branch vault and cash supply to keep appropriate level of currency on hand.
- Trained staff in bank products, operations procedures and successful sales strategies.
- Built trusting relationships with members by offering sound financial advice and personalized service.
- Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
- Facilitated problem-solving sessions among team members, empowering them to address challenges independently as they arose.
Main Branch Service Manager
Huntington National Bank
04.2016 - 02.2018
- Managed the oversight of service and operations of the Main Branch as well as 4 other traditional branches within the branch community
- Ensured compliance with company policies, driving adherence to standards and procedures.
- Trained staff on service protocols to maintain high-quality customer interactions.
- Identified areas for improvement, implementing strategic changes to boost service quality.
- Collaborated with senior management to align branch goals with company objectives.
- Developed training material and presented at monthly BSM Meetings centered around customer service, operational processes, and coaching strategies for a cohesive approach.
Branch Service Manager
Huntington National Bank
04.2016 - 02.2018
Universal Banker
Huntington National Bank
01.2015 - 03.2016
- Served in a dual role to fulfill responsibilities as a Teller and Personal Banker
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Conducted financial assessments to determine eligibility for loans, credit cards, and other financial products.
- Developed strong relationships with customers by providing personalized service, leading to increased referrals.
- Supported customers with online banking navigation, ensuring a seamless digital experience for users across platforms.
Teller Supervisor
Huntington Bank
01.2014 - 12.2014
- Managed teller schedules, ensuring adequate staffing levels during peak business hours.
- Oversaw staff training initiatives, ensuring all tellers were knowledgeable about products, services, and operational procedures.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Conducted regular performance evaluations for teller staff, identifying areas for improvement.
Teller
Huntington National Bank
01.2013 - 12.2013
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- 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.
Education
High School Diploma -
Woodmore
Elmore, OH06-2008
Skills
- Training and mentoring
- Research and due diligence
- Client issue resolution
- Problem-solving
- Verbal and written communication
- Adherence to high customer service standards
- Positive and constructive feedback
- Team building and leadership
Accomplishments
- Member of Huntington Mentee program since 2015 both as a Mentee & Mentor
Timeline
Client Service Manager
Premier Bank
05.2024 - Current
Relationship Banker 1
Huntington National Bank
09.2022 - 05.2024
Branch Service Manager
Huntington National Bank
03.2018 - 08.2022
Main Branch Service Manager
Huntington National Bank
04.2016 - 02.2018
Branch Service Manager
Huntington National Bank
04.2016 - 02.2018
Universal Banker
Huntington National Bank
01.2015 - 03.2016
Teller Supervisor
Huntington Bank
01.2014 - 12.2014
Teller
Huntington National Bank
01.2013 - 12.2013
High School Diploma -
Woodmore
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