DEBORAH EVE LEONARD
Caldwell,Idaho
Summary
Experienced customer service professional with strong leadership, problem-solving, time-management and organizational skills. Passionate about educating and delivering exceptional service with each customer interaction.
Overview
35
35
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Universal Banker
Bank Of Idaho
Nampa, Idaho
02.2022 - Current
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Displayed knowledge and proficiency in explaining, selling and administering products and referred customers to appropriate resources for enhanced services.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Opened checking, savings, and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Understood and applied selling techniques to open, develop and close sales and created product interest by actively cross-selling products and services to pursue customers.
- Opened, closed and updated accounts for customers.
- Provided advice on different bank products and financial options.
- Performed loan servicing functions to check compliance with applicable terms and conditions.
- Upheld stringent bank standards for loans, money handling and legal considerations.
- Represented bank at community events to establish strong ties and promote business.
Senior Member Service Representative
Navy Federal Credit Union
Lemoore, California
11.2009 - 03.2021
- Ensured cash and other negotiable instruments were handled properly
- Analyzed, researched and resolved problems and discrepancies related to member accounts/loans
- Assisted members with submitting consumer/mortgage/equity loans, overdraft protection and credit card applications
- Counseled current and prospective members about products and services
- Identified opportunities to cross service products and increase product penetration
- Onboarded prospective members
- Understood and complied with federal and other regulations relating to financial products and services
- Assisted branch with vault opening, closing and balancing procedures
- Served as branch ATM/vault custodian
- Monitored branch cash levels/cash orders
- Mentored/trained new team members
- Assisted management with employee scheduling
- Assisted management with audit readiness/business development/employee recreation
- NMLS ID #838158
Branch Manager
CitiFinancial
Visalia, California
02.1985 - 07.2008
- Delivered results related to individual and branch sales goals as well as customer expectations
- Presented customers with optional insurance products
- Educated customers on the terms and conditions of their loan to ensure a clear understanding
- Partnered with local businesses to seek out and develop new customers
- Utilized credit underwriting techniques and sales tools
- Managed the life cycle of the loan, including collections activities, complying with all laws and regulations
- Attracted and developed quality and diverse talent
- Coached team members by providing actionable feedback and empower career growth
- Drove branch performance by motivating team members while maintaining compliance with all policies and applicable laws
- Used strategic thinking to prioritize and resolve issues as they arose with speed and consistency
Education
Bachelor’s - Finance
Boise State University
09.1980 - 12.1984
Skills
Operations management
Certification
Customer Service - 35+ years
Timeline
Universal Banker
Bank Of Idaho
02.2022 - Current
Senior Member Service Representative
Navy Federal Credit Union
11.2009 - 03.2021
Branch Manager
CitiFinancial
02.1985 - 07.2008
Bachelor’s - Finance
Boise State University
09.1980 - 12.1984
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