FRANCHESKA A. HILL
Brookhaven,GA
Summary
A proficient and multifaceted professional with 10+ years of comprehensive experience in maintaining superior customer relationships while providing outstanding service that consistently meets/and surpasses expectations and requirements. Adept at generating interest by applying consultative skills to understand client needs, overcome barriers, and convert cold canvassing into sales. Proven ability to deliver bottom-line results by implementing processes to streamline operations, maximize profit, and enhance client service.
Overview
11
11
years of professional experience
Work History
Business Service Representative
First Citizens Bank
10.2021 - 05.2024
- Partnering with business and commercial bankers on joint calls to clients and prospects, as a subject matter expert in business deposits and treasury solutions
- Significantly improve revenues through best-in-class business development, networking, and establishment of referral sources that generated new business opportunities
- Demonstrated a strong record of accomplishment for working collaboratively on cross-functional and cross-culture teams
- Determined customers’ needs and introduced them to appropriate branch team members or bank partners who could provide solutions for their financial needs
- Conducted thorough research on behalf of customers facing unique situations or requiring specialized assistance beyond standard troubleshooting guidelines; presented findings in an easily digestible format tailored specifically for each inquiry type encountered during this process.
Loan Officer - Team Lead
Georgias Own Credit Union
03.2021 - 10.2021
- Communicated regularly with management regarding portfolio performance and new loan transaction quality
- Analyzed financial information obtained from clients to determine strategies for meeting clients' financial objectives
- Regularly met all bottom-line quotas by qualifying members through interviews to obtain information concerning their lending needs, earnings, and financial condition
- Assessed and mitigated risks by carefully analyzing the current financial position of members to determine the degree of risk involved in extending credit or lending money
- Analyzed applicants' financial status, credit, and property evaluation to determine the feasibility of granting the loan
- Evaluated the members’ needs and explained the various available lending programs, as well as which lending option would suit their specific needs
- Make data-informed decisions to approve, disapprove, or get a supervisory consultant to grant a decision on the loan
- Met or exceeded cross-selling goals for Credit Life and Disability Insurance, Visa accounts, and additional auto coverage options
- Stayed current and ensured full compliance with all Credit Union policies, and state and federal lending regulations
Financial Relationship Consultant - Team Lead
Regions Bank
10.2020 - 03.2021
- Collaborated with team members to develop new products and services tailored to the needs of high-net-worth individuals.
- Spearheaded initiatives aimed at improving staff training and development, resulting in higher employee engagement and performance levels.
- Negotiated favorable terms for clients in transactions involving loans, lines of credit, or other financing solutions.
- Managed a diverse portfolio of clients, maintaining strong relationships through regular communication.
Branch Banker IV
BB & T
09.2018 - 10.2020
- Demonstrated proficiency concerning policies, procedures, and products; ensuring full adherence to all internal controls, operational procedures outlined in the Branch Operations Manual (BOM), and risk management policies
- Supported the team sales process by making client calls, checking for client offers, identifying client needs or opportunities to fulfill the need, or referring the client to the appropriate branch team members or specialists
- Performed transactions such as accepting deposits and loan payments, verifying cash and endorsements, cashing checks within limits and obtaining further authorization when necessary, issuing money orders, cashier’s checks, and redeeming savings bonds
- Presented products and services to customers using in-depth knowledge to answer questions.
Personal Banker
Fidelity Bank
07.2016 - 09.2018
- Responsible for offering and selling financial products and services to both consumer and small business customers
- Initiated and maintained customer contact through a variety of methods, including but not limited to customer interaction on the line and platform, telemarketing, and attending various seminars and community events
- Handpicked as the Bank’s primary contact with the public
- Exhibited good product knowledge and cordially served customers to encourage service satisfaction
- Maximize the profitability of the customer's relationship by partnering with sales specialists in consumer and business lending, investments, and other product areas to ensure an outstanding customer experience
- Developed, retained, and expanded customer relationships by maintaining a regular follow-up process and building rapport with current and potential customers in the community
- Managed an assigned portfolio of customers and proactively met with them to help discover their financial needs through a consultative approach
- Proficient at identifying additional services for clients by recognizing and promoting the use of other Bank Services such as mortgage, brokerage, and commercial areas of the bank based on customer need and interests
- Analyzed loan applications for approval/denial with lending authority and input loan applications for the Branch Manager to review before submission
Relationship Manager
Fifth Third Bank
01.2013 - 07.2016
- Managed large and complex customer and prospect relationships to maximize net contribution by emphasizing obtaining new, high-income relationships
- Maintained quality service for all customers, expanded existing relationships, monitored relationship profitability, and drove revenue growth
- Maintained a profitable sales environment, and actively facilitated sales and office staff meetings, the execution of sales contests, monthly Blitzes, and other motivational activities
- Provided financial advice to clients with a focus on client experience and risk management through building collaborative internal and external relationships
- Retained a cohesive and motivated staff by aiding, coaching, and mentoring Customer Service Representatives and Personal Bankers in the referral/sales process
- Consistently met or exceeded sales goals for loans, deposits, and fee income, as set by management utilizing sales skills appropriate for the Financial Center market segment within the first month of hiring
- Maintained a well-developed working knowledge of the complete line of products and services offered, taking responsibility for keeping up to date and requesting assistance for further development needs
- Promoted excellent customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times, providing professional resolution of problems/issues
Financial Relationship Consultant - Team Lead
Regions Bank
01.2021 - 12.2021
- Partnered with the Branch Manager to guide and direct all branch activities with a track record of meeting bottom-line goals
- Provided consistent observations, coaching, and feedback sessions to support branch associates’ development
- Consistently realized individual and branch targets and goals by proactively identifying customer needs through a consultative approach and providing expert-level guidance and perspective about Regional solutions
- Ensured a consistent optimal customer experience, including handling customer’s transactional needs
- Originated new business transactions by attaining the required levels of outbound phone calls and customer conversations based on the branch’s need to acquire new customers and expand existing customer relationships
- Educated the surrounding community about best practices to achieve and maintain financial wellness and assisted branch leadership with new business development
- Took purview for the resolution of all escalated customer and associated issues, primarily in the Branch Manager's absence
- Identified beneficial trends such as emerging technology and digital solutions – including mobile, online, and ATM offerings, and educated customers on all designed to make banking easier
- Achieved full compliance with standard, safe, and sound banking practices including adherence to all applicable laws and regulations
Branch Banker IV
BB & T
09.2019 - 04.2021
- Demonstrated proficiency concerning policies, procedures, and products; ensuring full adherence to all internal controls, operational procedures outlined in the Branch Operations Manual (BOM), and risk management policies
- Supported the team sales process by making client calls, checking for client offers, identifying client needs or opportunities to fulfill the need, or referring the client to the appropriate branch team members or specialists
- Performed transactions such as accepting deposits and loan payments, verifying cash and endorsements, cashing checks within limits and obtaining further authorization when necessary, issuing money orders, cashier’s checks, and redeeming savings bonds
- Presented products and services to customers using in-depth knowledge to answer questions.
Education
Bachelor of Science - Early Childhood Development
Morris Brown College
05.2004
Skills
- Operations Leadership
- Customer Service
- Sales/Marketing Operations
- Client Relations
- Financial Planning/Management
- Strategic Planning
- Change Management
- Business Intelligence
- Cross-functional Collaboration
- Critical Decision Making
- Team Building/Leadership
- Performance Optimization
- Policy Interpretation/Implementation
- Administrative Support
- Relationship Building
- Creative Problem Resolution
- Timeline Management
- Written/Verbal Communication
References
Available upon request.
Timeline
Business Service Representative
First Citizens Bank
10.2021 - 05.2024
Loan Officer - Team Lead
Georgias Own Credit Union
03.2021 - 10.2021
Financial Relationship Consultant - Team Lead
Regions Bank
01.2021 - 12.2021
Financial Relationship Consultant - Team Lead
Regions Bank
10.2020 - 03.2021
Branch Banker IV
BB & T
09.2019 - 04.2021
Branch Banker IV
BB & T
09.2018 - 10.2020
Personal Banker
Fidelity Bank
07.2016 - 09.2018
Relationship Manager
Fifth Third Bank
01.2013 - 07.2016
Bachelor of Science - Early Childhood Development
Morris Brown College
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