Caitlyn Charles

• Contribute to achieving branch sales goals through a consultative sales approach with new and existing customers, following the sales process defined in the CFB Retail Sales Playbook. Through discovery conversations, identify and uncover the customer's financial needs and offer appropriate solutions as Arvest strives to provide a seamless, one-stop shopping experience. Refer qualified customers to specialized sales forces.

• Proactively make outbound calls to generate sales to strengthen further the customer relationship and/or begin customer relationships.

• Identify opportunities to sell consumer loans, accept consumer loan applications and facilitate loan closings. You must also work effectively with the centralized underwriting department.

• Deliver consistent, exceptional customer service by acknowledging every customer promptly, smiling and greeting each customer, introducing yourself, using eye contact, and thanking the customer. Acknowledge customer complaints and follow the established complaint process to ensure customer satisfaction.

• Opens and processes simple, moderately, or highly complex deposit accounts.

• Answer and assist customers’ questions and concerns, including, but not limited to, helping customers with deposit risk management and day-to-day banking business.

• Maintains in-depth knowledge of products and services, including digital services and delivery options. Support customer usage of products and services that will provide the services they need in the manner most convenient for them. Maintain in-depth knowledge of competitors’ products, practices, facilities, and prices to sell bank products effectively.

• Participate in branch promotions and marketing initiatives as directed.

• Use sound judgment in applying bank standards, policies, and procedures regarding customers.

• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to completing compliance training and adhering to internal procedures and controls; reporting any known violations of compliance policy, laws, or regulations; and reporting any suspicious customer and/or account activity.

• Achieves branch targets and goals by identifying customer needs and providing appropriate guidance and perspective about Regions’ solutions
• Conducts outbound phone calls using generated customer and prospect lead lists to expand existing customer relationships and acquire new ones
• Educates and advises customers on Regions’ Consumer and Business products and services, including all loan and deposit types
• Educates customers on emerging technology and digital solutions such as mobile, online, and ATM offerings, all designed to make banking easier
• Provides a consistent optimal customer experience, which may consist of sharing responsibility for greeting customers and processing transactions to ensure customers bank when, where, and how they choose
• Owns and resolves customer issues
• Refers customers to an internal team of experts when complex financial goals and needs are recognized
• Follows all bank processes and procedures and adheres to applicable laws and regulations, including completing duties delegated and assigned by the Branch Manager; as a member of the branch team, ensures sound banking practices, including managing, identifying and reporting operational risks
• Responsible for meeting with customers and prospects both in person and on the phone to determine their financial needs, and meeting those needs by proactively setting up appropriate products, services, and guidance to achieve their financial goals via demand deposit accounts, loans, time deposit accounts, and equity accounts

• Assisted customers in person and via telephone to reorder checks and provide bank statements and account balances
• Maintained financial accounts by processing customer adjustments
• Assisted members in managing online services and achieving daily banking needs
• Referred unresolved customer grievances to designated departments for further investigation
• Opened customer accounts by recording account information into job-related software
• Created friendly connections and developed rapport with customers by providing outstanding, personalized service
• Calculated daily transactions with adding machines and calculators
• Issued and redeemed money orders, cashier checks and traveler's checks
• Balanced currency, coin and checks in cash drawers at the end of shifts
• Resolved problems or discrepancies concerning customers' accounts
• Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts

• Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills
• Received and submitted payments, updated account information and provided receipts
• Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions
• Audited customer account information to identify issues and develop solutions
• Responded within established timeframes to address customer concerns and inquiries by phone or email
• Managed and updated physical and digital client account information to keep records accurate and current

• Developed and utilized spreadsheets, databases and other computer applications to complete assigned tasks
• Assisted in preparing weekly, monthly, quarterly and annual financial reports
• Performed administrative tasks and assisted with special projects to support finance department operations
• Analyzed general ledger accounts to identify relevant transactions
• Shadowed team members to enhance skills and contribute to finance objectives
• Evaluated financial performance by comparing and analyzing results with plans and forecasts

• Cashed customer checks, verified identification and checked account balances in accordance with bank policy
• Served large number of customers during high volume shifts and remained composed and professional in stressful situations
• Welcomed customers and offered pleasant service during entire transaction
• Reconciled cash and checks against computer records at end of shift
• Responded and assisted customers with account inquiries and updates
• Entered transactions into computer and issued customer receipts
• Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse
• Explained bank services, financial products and applicable fees to customers
• Ordered checks, placed stop payment orders and conducted additional special services for customers
• Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs

• Counted cash and bagged or filled cassette trays for ATMs or business customers, prepared cash for delivery routes and reported cash discrepancies
• Balanced daily cash deposits and vault inventory with zero error rate
• Prepared and securely shipped excess coin and currency to Federal Reserve Bank or correspondent banks, balanced completed work and compiled inventory reports
• Adhered to regulatory and company security and audit procedures
• Received customer and banking center deposits from armored carriers and balanced deposits to accompanying manifest
• Complied with vault procedures and controls and cross-trained other staff members in vault processes to verify consistent services