Courtney Krejci
Overview
15
15
years of professional experience
Work History
Personal Banker
Wells Fargo
12.2023 - Current
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and rapport.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Managed deposits, withdrawals, cashier check and wire transfers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Promoted financial products by maintaining excellent service offering knowledge.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Identified emerging fraud/scams trends and educated customer on potential red flags.
Customer Experience & Risk Evaluation Analyst
Discover Financial Services
07.2020 - 12.2023
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Provide coach and support to account mangers on customer service and business strategy, as well as guidance to those who displayed missed opportunities.
- Performed efficiently in identifying trends and ensuring alignment with products and procedures, while working in a subjective environment.
- Auditing calls for collection. Pre-delinquent, charge-off accounts, bankruptcy, liaison vendor and deceased account services to provide feedback on how to enhance customers experience .
- Providing constructive feedback on an average of 1000 calls a month.
- Monitored QA procedures for adherence by employees, notifying personnel of non- compliance issues.
- Reviewed risk management database reports for compliance and fraud prevention.
- Reported findings on risk exposures to senior executives and board of directors.
- Managed and executed risk management projects to determine decencies and appropriate corrective actions.
- Assessed emerging risks through ongoing research and monitoring of industry trends, proactively addressing potential threats before they materialized into significant issues.
- Enhanced risk management processes by implementing advanced statistical analysis and data modeling techniques.
Sr Collection Specialist
Discover Financial Services
02.2016 - 07.2022
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Documented customer payment interactions and account statuses for future reference.
- Negotiated and prepared debt repayment schedules based on customers financial situations.
- Conducted accounts negotiation with credits and program offers, such as re-aging, UTD, and annual percentage rate (APR) offers.
- Provided support to customers by answering questions through phone calls and virtual chat to address their needs and concerns with their accounts.
- Met demands of busy collections group by performing high volume of daily calls. Overcame objections by applying advanced training and persuasion techniques.
- Collected $3.000 in on average aged credit card debt a day.
Head Bartender
West Coast Sports
09.2009 - 12.2016
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Developed a strong rapport with patrons, resulting in repeat business and increased loyalty.
- Trained new bartenders on drink recipes, mixing techniques, and customer service skills to enhance overall performance.
- Monitored cash handling procedures to ensure accuracy in transactions while minimizing instances of theft or loss.
- Resolved customer complaints promptly and professionally, preserving the establishment's reputation for excellent service.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Educated staff on responsible alcohol serving practices; created a safe and enjoyable atmosphere for guests while reducing liability risks.
- Promoted special events through social media platforms, generating buzz around themed nights or guest appearances.
Education
GED -
Maricopa Community Colleges - Rio Salado Community College
Tempe, AZ10.2016
Skills
- Relationship Building
- Branch Operations
- Customer Experience
- Analytical/Critical Thinking
- Project Management
- Data Processing
- Risk Analysis
- Compliance Analysis
- Credit Risk Analysis
- SQL, Tableau and Databases
- Financial Management
- Attention to Detail
- Excellent Communication/Written Skills
- Credit Reporting
- Logical
License Esthetician
The Studio Academy of Beauty, Tolleson, AZ | November 2022 - May 2023
Timeline
Personal Banker
Wells Fargo
12.2023 - Current
Customer Experience & Risk Evaluation Analyst
Discover Financial Services
07.2020 - 12.2023
Sr Collection Specialist
Discover Financial Services
02.2016 - 07.2022
Head Bartender
West Coast Sports
09.2009 - 12.2016
GED -
Maricopa Community Colleges - Rio Salado Community College
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