Elizabeth Curtis
Lawrenceville,GA
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Personable Member Advocate offering 6+ years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Financial Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
28
28
years of professional experience
Work History
Member Advocate
Publix Employees Federal Credit Union
2017.05 - Current
- Worked effectively with staff from all departments to coordinate resolutions.
- Entered details into computer systems and managed database of information.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Performed various administrative tasks by filing, copying and faxing documents.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Verified customer identification and documentation for compliant transactions.
- Maintained and managed customer files and databases.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Educated and engaged customers with new bank products and services.
- Resolved customer issues through thorough dispute investigation.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Cross-sold bank services and products to uplift customer investments.
- Generated account activity reports to identify upgrade and sales opportunities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Developed strong relationships with customers through high levels of customer service.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Submitted loan applications to underwriter for verification and recommendations.
- Maintained strict confidentiality of bank records and client information.
- Collaborated with other departments to promptly process loan applications.
- Monitored performance of existing loan portfolios to identify and address any issues.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Utilized risk management strategies to attain high loan approval rates.
- Recommended loan approvals and denials based on customer loan application reviews.
- Processed loan applications and monitored progress from start to finish.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Assisted customers with completing loan applications and other paperwork.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Negotiated loan terms and conditions with customers to secure best deal.
- Proactively identified solutions for customers experiencing credit issues.
- Explained very technical financial information to applicants in easy to understand language.
- 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.
- Monitored pipelines to track and log status of loans.
- Assessed loan portfolios for compliance with underwriting policies.
- Identified opportunities to cross-sell and upsell loan products to customers.
- Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
Teller
Georgia's Own Credit Union
2015.01 - 2017.05
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Monitored and reported suspicious activity in line with bank security policies.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Maintained accurate records of customer transactions in line with bank procedures.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Referred customers to other banking departments for specialized services.
- Established rapport with new clients to increase satisfaction and loyalty.
- Monitored and verified suspicious activity on customer accounts.
- Cross-sold credit cards, loans and other bank products.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Wrote and distributed customer correspondence.
Teller
SunTrust Bank
2000.03 - 2001.03
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Monitored and reported suspicious activity in line with bank security policies.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Maintained accurate records of customer transactions in line with bank procedures.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Established rapport with new clients to increase satisfaction and loyalty.
- Monitored and verified suspicious activity on customer accounts.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Wrote and distributed customer correspondence.
Teller
SouthTrust Bank
1998.01 - 2000.03
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Monitored and reported suspicious activity in line with bank security policies.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Maintained accurate records of customer transactions in line with bank procedures.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Established rapport with new clients to increase satisfaction and loyalty.
- Monitored and verified suspicious activity on customer accounts.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Wrote and distributed customer correspondence.
Head Teller
Wachovia Bank
1995.05 - 1998.01
- Verified amount of cash in cash drawer against day's receipts, quickly identifying errors.
- Replenished ATM funds in empty canisters prior to validation process.
- Answered inquiries regarding checking and savings accounts and other related products.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Identified potential needs through observation, questioning, and listening.
- Introduced customers to other bank team members to help meet financial needs.
- Provided customers with appropriate literature on banking products and services.
- Investigated and promptly resolved issues with patron accounts.
- Mentored newly hired team members on appropriate responses to patron questions.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Mentored and trained new tellers on bank procedures and customer service standards.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Counted, verified and handled bank deposits and armored car transactions.
- Assisted customers with banking needs and inquiries.
- Maintained friendly and professional customer interactions.
- Trained new hires on customer service policies and procedures.
- Referred customers to other banking departments for specialized services.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Monitored and verified suspicious activity on customer accounts.
- Handled various accounting transactions.
- Established rapport with new clients to increase satisfaction and loyalty.
- Cross-sold credit cards, loans and other bank products.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Wrote and distributed customer correspondence.
Education
High School Diploma -
Morrow High School
Morrow, GA06.1992
Skills
- Data Security Techniques
- Reading Comprehension
- Loss Prevention Goals Monitoring
- Membership Registrations
- Loan Application Processing
- Membership Inquiries and Renewals
- Information Updates
- Social Perceptiveness
- Teller Transactions
- Order and Refund Processing
- Sales and Upselling
- Complex Product Knowledge
- Complaint Documentation
- Calm and Professional Under Pressure
- Service Recommendations
- Microsoft Office
- Product and Service Information
- Clear Written Communication Skills
- Member Relations
- Customer Standards Compliance
- Phone Inquiries
- Answering Customer Questions
- Customer Service Process Improvement
- Database Maintenance
- Accurate Recordkeeping
- Mobile Banking
- Policy and Procedure Adherence
- Credit Card Applications
- Loan Disbursement
- Customer Relationship Management
- Process Transactions
- Sales Quota Achievement
- Bank Secrecy Act
- USA Patriot Act
- Product Recommendations
- Confidentiality Requirements
- Advising and Coaching
- Government Standards
- Client Interactions
- Correspondence Writing
- Customer Account Management
- Telephone Reception
- Customer Data Confidentiality
- Loan Counseling
- Customer Retention Strategies
- Debt Determination
- Complaint Logging and Resolution
Timeline
Member Advocate
Publix Employees Federal Credit Union
2017.05 - Current
Teller
Georgia's Own Credit Union
2015.01 - 2017.05
Teller
SunTrust Bank
2000.03 - 2001.03
Teller
SouthTrust Bank
1998.01 - 2000.03
Head Teller
Wachovia Bank
1995.05 - 1998.01
High School Diploma -
Morrow High School
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