Dustin Richardson
Summary
Accomplished Branch Banker with 6 and half years of experience interacting with customers to increase sales and offer services. Seasoned expert at promoting products and offerings, creating new accounts and assisting customers with various requests. Motivated and results-oriented with background increasing new customer accounts and maximizing services among existing customers.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Branch Banker
Lead
11.2023 - Current
- Opened new personal and business accounts for existing and new clients.
- Completed online banking enrollment for customers
- Issued debit and credit cards for clients
- Process wires, ACHs and internal transfers
- Troubleshoot online banking issues for customers
- Verify personal and business documentation and archive paperwork
- Process online bank account applications
- Provide excellent customer service through phone calls, live chats, email and website inquires
CRM Administrator
First Federal Bank of Kansas City
11.2022 - 10.2023
- Implemented automated workflows to streamline follow-up procedures for retail division helping grow deposit growth by 20%
- Ensured data quality and privacy compliance
- Developed marketing materials to support business and increased account retention by 10%
- Collaborated with data team to optimize data mapping between systems
- Conducted comprehensive HubSpot training for employees
- Analyzed data from current and past projects to assess and determine growth
- Utilize collected data to generate comprehensive reports and dashboards for both retail and administrative staff.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Diagnosed and resolved hardware and software issues.
- Developed and documented network policies, procedures and standards.
- Planned and implemented upgrades to system hardware and software.
- Evaluated software products to determine compatibility with existing systems.
- Collaborated with training department to completely set up 3 different departments in HubSpot
- Reduced bloated Contacts database by 10%, 70,000 contacts to 63,000
- Reduced bloated Companies database by 89%, 33,000 companies to 3,400
- Routinely monitored automated workflows to make sure peak efficiency was reached
Mortgage Loan Advisor 1
First Federal Bank of Kansas City
03.2021 - 11.2022
- Originated 150 mortgage loans
- Assisted clients in obtaining necessary documentation for mortgage applications
- Cross-sold various bank products when appropriate opportunities arose increasing profit by 15%
- Developed and maintained relationships with customers, lenders and other third parties.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Assisted customers with completing loan applications and obtaining paperwork needed to complete ITIN loans.
- Monitored pipelines to track and log status of loans.
- Explained very technical financial information to applicants in easy to understand language.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
Customer Service Representative 2 and Designee
First Federal Bank of Kansas City
07.2020 - 03.2021
- Originated Home Equity Lines of Credit, Auto Loans, and Upstart Personal Loans
- Managed cash in vault and drawer.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Utilized customer service software to manage interactions and track customer satisfaction.
Customer Service Representative 1
First Federal Bank of Kansas City
10.2017 - 07.2020
- Handled cash posting responsibilities with precision and accuracy
- Demonstrated exceptional workload prioritization skills to efficiently manage daily tasks
- Utilized financial literacy to provide clients with informed advice and solutions
- Engaged in business outreach activities to foster strong client relationships
- Supported business development initiatives by identifying opportunities for growth and cross-selling bank products and services.
Education
Associate of Arts -
Metropolitan Community College - Kansas City
Kansas City, MOHigh School Diploma -
Lee's Summit Sr. High School
Lee's Summit, MO05.2012
Skills
- HubSpot CRM Administration
- Workflow Automation
- Data Management
- Marketing Materials Creation
- Training and Development
- Customer Service
- Cross-Selling
- Cash Posting
- Workload Prioritization
- Financial Literacy
- Technical Troubleshooting
- User Support
Certification
- Notary Public, State of Missouri (Expires January 2024)
- HubSpot Sales Software, HubSpot Academy (Obtained 10/01/23)
- HubSpot Marketing Software, HubSpot Academy (Obtained 06/01/23)
- HubSpot CMS for Marketers, HubSpot Academy (Obtained 06/01/23)
- HubSpot Service Hub Software, HubSpot Academy (Obtained 01/01/23)
- HubSpot Digital Marketing, HubSpot Academy (Obtained 12/01/22)
- HubSpot Growth Driven Design, HubSpot Academy (Obtained 12/01/22)
- HubSpot Email Marketing, HubSpot Academy (Obtained 12/01/22)
References
Available Upon Request
Languages
English
Timeline
Branch Banker
Lead
11.2023 - Current
CRM Administrator
First Federal Bank of Kansas City
11.2022 - 10.2023
Mortgage Loan Advisor 1
First Federal Bank of Kansas City
03.2021 - 11.2022
Customer Service Representative 2 and Designee
First Federal Bank of Kansas City
07.2020 - 03.2021
Customer Service Representative 1
First Federal Bank of Kansas City
10.2017 - 07.2020
Associate of Arts -
Metropolitan Community College - Kansas City
High School Diploma -
Lee's Summit Sr. High School
- Notary Public, State of Missouri (Expires January 2024)
- HubSpot Sales Software, HubSpot Academy (Obtained 10/01/23)
- HubSpot Marketing Software, HubSpot Academy (Obtained 06/01/23)
- HubSpot CMS for Marketers, HubSpot Academy (Obtained 06/01/23)
- HubSpot Service Hub Software, HubSpot Academy (Obtained 01/01/23)
- HubSpot Digital Marketing, HubSpot Academy (Obtained 12/01/22)
- HubSpot Growth Driven Design, HubSpot Academy (Obtained 12/01/22)
- HubSpot Email Marketing, HubSpot Academy (Obtained 12/01/22)
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