Catrina Robinson
Baltimore
Summary
Customer-focused banking professional with 10+ years in retail and commercial banking, skilled at building trust-based client relationships. Expertise in resolving complex financial inquiries and enhancing customer satisfaction through tailored banking solutions. Recognized for strong attention to detail and consistent achievement of sales and service goals.
Overview
19
19
years of professional experience
Work History
Patient Service Representative
Quantum Health
Dublin
01.2023 - Current
- Provide high-volume customer service, resolve complex financial inquiries, conduct needs assessments, and collaborate with finance teams to resolve discrepancies while maintaining confidentiality and compliance.
- Assisted patients in understanding insurance benefits and coverage options.
- Adhered to HIPAA regulations when handling confidential patient information.
Lead Universal Banker / Commercial Relationship Coordinator
Heartland Bank
Pickerington
01.2019 - 01.2023
- Delivered personalized banking support, processed consumer loan applications, conducted branch audits, maintained portfolios, and met monthly product sales goals.
- Assisted customers with account inquiries and transaction processing.
- Educated clients on bank products and services to enhance financial literacy.
- Managed cash transactions while ensuring compliance with banking regulations.
- Collaborated with team members to streamline branch operations and improve service.
- Resolved customer issues promptly, maintaining a positive banking experience.
- Performed account maintenance and updates accurately in banking systems.
- Promoted digital banking tools to improve customer convenience and accessibility.
- Processed deposits, withdrawals, loan payments and other financial transactions.
- Opened new accounts for customers, including checking accounts, savings accounts and certificates of deposit.
- Explained banking products and services such as checking accounts, savings accounts, loans and credit cards to potential customers.
- Answered telephone inquiries regarding account balances, fees or general information.
- Maintained cash drawer by following exact procedures for transactions and strong security protocols.
Branch Relationship Banker
Huntington National Bank
Pickerington
01.2011 - 01.2019
- Developed customer financial profiles, recommended banking solutions, processed loan applications, and supported branch operations and audits.
- Cultivated strong customer relationships through attentive service and personalized banking solutions.
- Assisted clients with account inquiries, transactions, and product offerings efficiently.
- Educated customers about financial products to enhance their banking experience.
- Managed client documentation for loan applications and account openings accurately.
- Addressed customer concerns promptly to ensure satisfaction and retention efforts.
- Conducted financial assessments to recommend suitable banking services for clients' needs.
- Maintained compliance with banking regulations and internal policies consistently.
- Advised customers on bank products, services and financial planning options.
- Opened, changed and closed customer accounts.
- Developed strong relationships with customers by providing excellent customer service while building a loyal client base.
- Processed deposits, withdrawals, loan payments, transfers, cash advances, check cashing, money orders and other transactions accurately.
- Cross-sold bank products such as credit cards, debit cards, investments and insurance plans to existing customers.
Store Manager
Deb Shops
Baltimore
07.2007 - 10.2009
- Managed daily store operations and ensured adherence to company policies.
- Led team training initiatives to enhance customer service skills.
- Implemented loss prevention strategies to minimize shrinkage risks.
- Conducted performance evaluations and provided constructive feedback to staff.
- Recruited, trained and supervised new employees.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing.
- Created weekly work schedules for store personnel.
- Updated and maintained store signage and displays.
- Maintained accurate records of employee performance reviews.
Education
Diploma -
Claymont High School
Skills
- Personal & Retail Bannking
- Consumer Lending Applications
- Cash Handling
- Account Servicing
- Cross-Selling Banking Products
- Compliance Awareness
- Customer service
- Financial analysis
- Customer relationship management
- Banking operations
- Communication skills
- Attention to detail
- Financial needs determination
- Regulatory compliance
- Relationship building
Timeline
Patient Service Representative
Quantum Health
01.2023 - Current
Lead Universal Banker / Commercial Relationship Coordinator
Heartland Bank
01.2019 - 01.2023
Branch Relationship Banker
Huntington National Bank
01.2011 - 01.2019
Store Manager
Deb Shops
07.2007 - 10.2009
Diploma -
Claymont High School