Dana Lynn Workman
Saint Augustine,FL
Summary
Dynamic Personal Banking Associate with a proven track record in customer service, loan processing, and financial advising. Skilled in problem-solving and cross-selling, dedicated to enhancing customer experience and satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Personal Banking Associate
Wells Fargo
Jacksonville Beach, Florida
10.2015 - Current
- Assisted customers with account inquiries and transaction processing.
- Educated clients on banking products and services available.
- Facilitated loan applications and guided customers through documentation.
- Collaborated with team members to streamline banking processes.
- Resolved customer issues promptly, ensuring a positive experience.
- Conducted financial wellness workshops for community engagement initiatives.
- Promoted digital banking tools to enhance customer convenience.
- Attended professional development seminars to stay up-to-date on industry trends.
- Educated customers on the benefits of using debit cards versus checks for payment purposes.
- Identified opportunities to cross-sell additional products or services to customers.
- Developed and maintained strong relationships with customers, ensuring a high level of customer satisfaction and loyalty.
- Processed new accounts, loan applications, credit card applications, and other requests from customers.
- Performed daily cash balancing activities for teller drawers as well as ATM machines.
- Explained various products and services available to customers such as online banking or mobile banking options.
- Participated in regular staff meetings to discuss strategies for increasing sales goals and meeting customer expectations.
- Monitored compliance with applicable laws, regulations, policies and procedures within the department.
- Helped resolve customer disputes relating to bank charges or discrepancies on statements.
- Responded promptly to customer inquiries by phone or email in an efficient manner.
- Handled incoming calls from customers inquiring about their accounts or requesting assistance with service issues.
- Attended conferences and training sessions related to banking regulations and practices.
- Assisted customers in opening savings accounts, checking accounts, money market accounts, certificates of deposit, IRAs and other investments.
- Researched and resolved discrepancies between customer accounts and bank records.
- Maintained up-to-date knowledge of all products offered by the bank including rates and terms.
- Reviewed data entry errors by verifying accuracy of information entered into computer systems.
- Provided customers with comprehensive financial advice and solutions to meet their personal banking needs.
- Identified suspicious activity on customer accounts and reported it to management according to bank policy.
- Researched customer inquiries regarding account balances, transactions or fees.
- Verified customer identity through government-issued identification documents.
- Cross sold additional products and services to existing customers based on individual needs assessment.
- Assisted customers by answering banking questions and recommending solutions.
- Advised customers on bank products, services and financial planning options.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Modified, opened and closed customer accounts.
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
- Completed daily cash balancing and operated ATMs.
- Researched and resolved open items and deposit issues.
- Tracked payments, account updates and customer interactions.
- Drove branch sales and portfolio growth by recommending various financial products to prospective customers.
- Researched account information regarding loans and deposits.
- Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
- Met with new clients and completed pre-qualification procedures.
- Customized products and services to meet specific banking requirements.
- Built positive relationships with realtors to produce client referrals.
- Put together and executed loan documents.
- Utilized banking software to update client accounts and process transactions efficiently.
- Resolved customer inquiries and complaints, ensuring satisfaction and compliance with banking regulations.
- Maintained and built strong client relationships through quality, personalized interactions.
- Executed wire transfers of funds in compliance with banking best practices.
- Used customer and bank records to investigate and correct errors upon customer request.
- Examined checks for endorsements to verify legality of documents.
- Used job-related software and computer to collect and record customer deposits, fees and issue receipts.
- Informed customers of procedures for depositing checks and applying for ATM cards.
Education
Associate of Arts - Business Management And Administration
Central Florida Community College
Ocala, FL08-1993
Business Management And Administration
Hillsborough Community College
Tampa, FLHigh School Diploma -
Citrus High School
Inverness, FL06-1983
Skills
- Account management
- Loan processing
- Financial advising
- Compliance monitoring
- Digital banking promotion
- Customer relationship management
- Problem solving
- Effective communication
- Conflict resolution
- Cross-selling proficiency
- Branch operations
- Portfolio management
- Cash handling accuracy
- Digital banking platforms
- Transaction processing
- Account closings
- Cross-selling and partner referrals
- Cash ordering
- Relationship management
- Security
- Money auditing
- New account setup
- Analyzing data
- New customer acquisition
- Prospect calling
- Follow-up skills
- Credit assessment
- Team collaboration
- Employee training assistance
- Know your customer
- Loan closing
- Customer Service-oriented
- Product promotion
- Account openings
- Mobile banking support
- Audit procedures
- Cross-selling expertise
- Promoting products
- Financial advice
Certification
- Notary Public
Timeline
Personal Banking Associate
Wells Fargo
10.2015 - Current
Associate of Arts - Business Management And Administration
Central Florida Community College
Business Management And Administration
Hillsborough Community College
High School Diploma -
Citrus High School