Douglas Bateman

• Assisted members with setting up or closing accounts, completing loan applications, and signing up for new services.
• Developed and maintained strong member relationships, providing exceptional service and advice.
• Providing excellent member service
• Make courtesy phone calls to inform members on all of our products and services.
• Perform monthly audits
• Advise members on improving financial health with savings, managing debt, building credit, lending options, digital banking, and marketing campaigns and promotions.

Served as a senior level resource for department personnel, branch personnel, customers, and customer care assisting with questions and issue resolution of claims and investigations.

• Handled escalated calls on complex inquiries related to debit card disputes and general management from a variety of internal and external parties including customers, branches, merchants, agencies, attorneys, law enforcement, internal departments, and other institutions.
• Research customer dispute claims by reviewing card transactions, account records and information provided by merchants; makes a determination or escalates for approval as appropriate.
• Review and manage requests to revoke debit card privileges to avoid further loss.
• Ensure team performance and goals are met in accordance with department standards via volume tracking and analytics.

• Achieved branch sales and revenue goals by proactively identifying, marketing, and recommending banking products and services beneficial to the customer.
• Recruit, train, retain and motivate staff to ensure profitability, sales, customer experience, compliance, and growth objectives for assigned branches within the region.
• Developed and lead innovative strategies to grow, retain and deepen consumer and business relationships.
• Proactively grow business deposits and loans through inside and outside business calling.
• Enhance customer experience and the reputation of the Bank by warmly and sincerely greeting, engaging, and developing relationships with retail partners and customers.
• Embrace and lead a technology driven customer experience.
• Lead, partner and execute a community engagement strategy with a Community Development Relationship Manager in order to be an engaged and intrinsic community partner.
• Inspire and lead team members to reach their full potential.
• Demonstrate flexibility to perform every other duty as assigned.

• Open and close the branch of the bank in the absence of the Bank Manager.
• Assist with hiring and interviewing of new team members and provide training and guidance to new hires.
• Ensure that any queries are resolved, whether from staff members or customers.
• Collaborate with Cashiers and other banking staff to help resolve technical and customer-related problems.
• De-escalate and calm angry or upset clients down, and provide suitable resolutions for clients within the bank.

• Achieve individual sales by proactively identifying, marketing, and recommending bank products and services beneficial to the customer.
• Enhanced customer experience and the reputation of the Bank by warmly and sincerely greeting, engaging, and developing relationships with customers, community members, and retail partners.
• Embraced a technology driven customer experience.
• Explain complex solutions in a simple to understand way,
• Demonstrate flexibility to perform other duties as assigned.