CRYSTI OWENS
Montgomery
Summary
Results-oriented banking professional experienced in handling customer needs. Skilled at maximizing client satisfaction and bank profits by utilizing persuasive communication skills, in-depth product knowledge and hands-on customer service abilities. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Associate Personal Banker
Wells Fargo
12.2023 - Current
- Utilize strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assist customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintain compliance with bank policies and regulations while executing various financial transactions for customers.
- Generate new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Collaborate with branch team members to achieve monthly sales targets and improve overall performance.
- Process deposits, withdrawals and ACH transfers accurately.
- Supporte managers in implementing operational improvements that increased efficiency across the branch network.
- Balance cash drawers and vault accounts on daily basis with zero discrepancies.
- Streamline daily operations, ensuring accurate transaction processing and efficient customer service delivery.
- Conduct regular audits of cash handling procedures, minimizing risk exposure for the branch.
Branch Relationship Banker
PNC Bank
07.2018 - 12.2023
- I profile customers to uncover needs and suggest products and services that better fits
- I open and close consumer dda accounts, business accounts, basic savings, money market, time deposits accounts and safe deposit boxes
- I outside market to different businesses and prospects to promote different offers that we are campaigning at the time
- I originate and assist with closing loans, credit cards, mortgages and home equity loans and lines
- Follow-up with customer after sale to identify and resolve service, account or technical issues to maintain customer satisfaction
- Introduce customers to new offerings and updated accounts
- Educate customers on product features and technical details to highlight benefits
- Kept team on track by assigning and supervising their activities and giving constructive feedback
- I assist my branch manager with escalations, calendar scheduling teller work schedules, and staying up to date with new software
- I train new team members on platform fundamentals and teller fundamentals
- I prepare incoming and outgoing vault cash shipments and weekly check branch cash level to make sure that we aren't over our branch's delegated authority
- I help other branches with any issues that may occur.
- Promoted financial products with targeted direct mailings, in-branch selling, and outbound calls.
- Adhered to strict confidentiality protocols to maintain safety of customer and bank information.
- Attended local gatherings and networking events as bank representative to establish community relations and generate potential customer leads
Retail Banker II
Woodforest National Bank
08.2017 - 07.2019
- Processed all sales transactions accurately and promptly to prevent long customer wait times
- Balanced daily cash deposits and vault inventory with zero error rate
- Examined checks for identification and endorsement
- Recommended additional products, services and benefits for customers
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees
- Established new customer accounts, including checking, savings, lines of credit and loans
- Conducted special service and account transactions for customers, including ordering checks and placing stop payment orders
- Met or exceeded sales goals by promoting bank products and services in every interaction
- Maintained confidentiality of bank records and client information
- Processed cash withdrawals
- Conducted outside calls, telemarketing and in-branch sales to increase revenue
- Completed documentation for new accounts in alignment with bank policies and procedures
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
Customer Service Representative
ASK Telemarketing
01.2017 - 05.2017
- Collected payment from customers based on outlined payment plans and business standard operating procedures to prevent collections issues and overly aging accounts
- Maintained accounting requirements by discussing fees, preparing contracts and invoicing clients for completed shipping and ordering work
- Performed clerical and administrative duties like taking messages and transferring calls
- Broke down objections using friendly, persuasive strategies
- Gave information about available products and services including membership details and purchase advantages
- Collaborated with management to resolve concerns and problem calls
- Responded to questions with knowledgeable responses
- Utilized scripted sales strategies to converse with customers reached by manual dialing and automatic systems
- Resolved customer complaints by escalating calls to the proper department
- Proficient at computer dialing and computer software
- Handled inbound telephone calls from interested customers
- Maintained and recorded customer information in database.
Escalations Manager
Alorica
10.2015 - 09.2016
- Contacted customers and explained debt management to encourage timely debt payments
- Maintained accurate records and reported on collection activity and accounts receivable status
- Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts
- Created repayment plans based on account holders' financial status and repayment abilities
- Updated account status records and collection efforts
- Assessed customer needs and upsold products and services to maximize sales
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Trained new employees on the polices and procedures in order to maximize team performance
- Reviewed account and service histories to identify trends and issues
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Answered customer questions and addressed concerns.
Education
High School Diploma -
George Washington Carver High School
Montgomery, AL06.2012
Skills
- Product management and pricing
- Promotional planning
- Inside and outside sales
- Planning and coordination
- Post-sales support
- Customer needs assessment
- Lead generation
- On-site product demonstrations
- Product and service knowledge
- Sales closing
- Project planning
- Problem resolution
- MS Office
- People skills
- Customer service
- Friendly, positive attitude
- Recordkeeping Requirements
- Records Management
- Critical Thinking
- Regulatory Compliance
- Customer Service
- Prospecting and Networking
- Verbal and Written Communication
- Financial Reporting
- Creative Thinking
- Persuasive Communication Style
- Loss Prevention
- Customer Service-Oriented
- Employee Motivation
- Financial Processes Understanding
- Decision Making
- Team Collaboration
- Team Leadership
- Calm Under Pressure
- Branch operations
- Relationship building
Accomplishments
- Customer-oriented, strategic-thinking sales professional with over 5 years of experience in building relationships, cultivating partnerships, retaining top accounts and growing profit channels
- Multi-tasking and self-motivated leader with expertise in expanding network connections, persuasively introducing products, implementing pricing models, inventory control and projections, vendor relations, territory development and revealing customer needs to deliver solutions.
Certification
Certified Notary Public
NMLS certified
Timeline
Associate Personal Banker
Wells Fargo
12.2023 - Current
Branch Relationship Banker
PNC Bank
07.2018 - 12.2023
Retail Banker II
Woodforest National Bank
08.2017 - 07.2019
Customer Service Representative
ASK Telemarketing
01.2017 - 05.2017
Escalations Manager
Alorica
10.2015 - 09.2016
High School Diploma -
George Washington Carver High School
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