Deysi Ortiz
Sherman
Summary
Passionate about delivering excellent service and continuously improving processes to enhance the overall customer experience. Dedicated Customer Care Support Specialist II with over 3 years of experience in effectively resolving customer issues and enhancing satisfaction.
Overview
4
4
years of professional experience
Work History
Bilingual Customer Care Representative
First United Bank and Trust
Sherman
09.2022 - Current
- Receives incoming calls from customers and employees with a broad range of Customer Service inquiries and works to find a solution.
- Assists with card services and customer facing technologies such as online banking, mobile banking, and telephone banking.
- Maintains a basic knowledge of all First United Bank products, services, procedures, policies and appropriate regulatory issues relating to daily job functions.
- Serves as the single point of contact for customers in order to retain existing customers and develop new customer relationships.
- Consistently meets customer service expectations by offering excellent service over the phone in order to build rapport with customers and generate customer loyalty.
- Identifies and match customer product needs with First United Bank products and services by interviewing customers and discussing their financial needs including making referrals to other staff members and departments to ensure customer needs are met.
- Assisted customers with banking inquiries in English and Spanish.
- Resolved issues efficiently through phone and email communication.
- Guided customers through online banking platform functionalities.
- Trained new staff on bilingual communication techniques and practices.
Digital Support Specialist II
First United Bank and Trust
Sherman
03.2021 - Current
- Demonstrates and promotes high ethical standards and behaviors in accordance with the values of First United: knowing, living, and doing what's right.
- Builds internal and external relationships through exceptional problem resolution, ownership, and follow-through. Promotes teamwork, cooperation, and collaboration.
- Help assist with reviewing all new Online Deposit Account Opening applications.
- Ensure that all new accounts that opened are notified within a timely manner.
- Ensure that all pending applications are contacted to help assist with taking their application to the next step.
- Be cautions of all if any, red flags for fraud when reviewing ODAO Applications.
- Master the Primary Purpose and Essential Duties of the Senior Relationship Banker role.
- On high call volume days and when needed, help assist with inbound calls within Customer Care Department.
- Help assist with Online Chat as necessary.
- Ensures compliance with operating policies and procedures, including security, compliance, and audit requirements.
- Other duties as assigned.
- Serve as a subject matter expert on digital channel products and processes; including but not limited to Online Banking, Online Account Opening, Remote Deposit Capture, Positive Pay, and Bill Pay. Act as a liaison between Customer Care and other business units and departments.
- Monitor and assist with partner support cases for digital products; including but not limited to Online Banking, Online Account Opening, Remote Deposit Capture, Positive Pay, and Bill Pay.
- Utilize test environment to perform regression testing for any releases that are implemented to resolve problems. Review Online Banking procedures for accuracy. Coordinate and complete special projects assigned by Supervisor.
Education
SHERMAN HIGHSCHOOL -
SHERMAN HIGHSCHOOL
SHERMAN, TEXAS06.2014
Skills
- Communication
- Problem-Solving
- Listening
- Adaptability
- Teamwork
Languages
Spanish, Native
Timeline
Bilingual Customer Care Representative
First United Bank and Trust
09.2022 - Current
Digital Support Specialist II
First United Bank and Trust
03.2021 - Current
SHERMAN HIGHSCHOOL -
SHERMAN HIGHSCHOOL
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