Frances Lynne King
Miamisburg,OH
Summary
Detail-oriented Lead Teller experienced in banking environments and customer service. Built trust with customers through effective communication and problem-solving, while promoting bank products to enhance revenue and loyalty. Committed to operational excellence and team support, consistently achieving business goals.
Overview
19
19
years of professional experience
Work History
Lead Customer Service Representative
WesBanco Bank Inc.
Franklin, OH
12.2007 - 11.2026
- Cross-sold bank products, achieving consistent target exceedance and enhancing customer satisfaction.
- Cultivated customer relationships, recommending tailored bank services to effectively address banking needs.
- Resolved customer concerns escalated from teller staff, reinforcing loyalty and maintaining business retention.
- Researched, troubleshot and resolved customer and internal inquiries to maintain satisfaction levels.
- Balanced vault, ATM and teller drawers to meet strict accuracy standards.
- Maintained strong organization skills to properly meet compliance standards and effectively multitasked to complete quarterly reports and daily operational tasks.
- Used problem solving skills to identify and correct mistakes leading to discrepancies in records, taking action to prevent recurrence.
- Trained new tellers in account updating, money handling and security procedures.
- Lead a team to ensure that WesBanco Pledge First standards were met and engaged in team building exercises to build rapport and positivity.
- Supervised branch customer service workflow and daily retail banking operations
- Resolved customer inquiries for deposits, withdrawals, and account access
- Guided team members on banking policies, service standards, and procedures
- Balanced cash drawers and verified branch cash control records
- Supported customers with online banking, debit cards, and account issues
- Enforced compliance with bank regulations, security rules, and privacy standards
- Trained new employees on company customer service policies and service level standards.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
- Maintained up-to-date knowledge of company products and services.
- Monitored team performance and provided feedback for improvement.
- Provided guidance and support to customer service representatives.
- Conducted regular staff training sessions on customer service techniques.
- Coordinated with other departments to ensure a smooth workflow across all channels of communication.
Education
High School Diploma -
Franklin High School
Franklin, OHSkills
- Teller operations
- Cash handling
- Vault balancing
- Debit card management
- Account servicing
- Branch operations
- Online banking setup
- Fraud detection
- Compliance monitoring
- Banking compliance
- Customer relationship management
- Research skills
- Customer service
- Customer relations
- Training
- New teller training
- Task prioritization
- Team leadership
- Problem solving
- Effective communication
- Conflict resolution
- Organization
- Word and Excel
- Teller operations
- Account servicing
Timeline
Lead Customer Service Representative
WesBanco Bank Inc.
12.2007 - 11.2026
High School Diploma -
Franklin High School