Summary
Overview
Work History
Education
Skills
Timeline
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Heather Frierson

Columbia,US

Summary

With 21 years of experience and knowledge. Highly passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

8
8
years of professional experience

Work History

Customer Specialist

United Community Bank
08.2021 - Current
  • Deliver professional and welcoming telephone etiquette and skills; ability to maintain a friendly, cheerful and courteous demeanor throughout the work day by using email, chat or other forms of electronic communication preferred
  • Addresses account requests including but not limited to processing of check orders, stop payments, Debit Card POS disputes, account maintenance, check and statement copies or ACH,
  • Stop payments, etc
  • Proficient in Microsoft Office programs with ability to operate standard office equipment
  • Possess excellent interpersonal and communication skills
  • Has a passion for delivering superior customer service
  • Strong verbal and written communication skills
  • Strong computer and technology skills
  • Enjoys working in a fast paced, changing environment
  • Self-starter
  • Team building and collaboration skills; ability to work well in a team environment
  • Ability to multi-task, Provides excellent customer service including, recommendation, promotion and selling of appropriate bank products and services
  • Gathers information needed to efficiently process transactions and requests
  • Maintains a well-developed, working knowledge of bank products and services
  • Make sales calls to internal customers and business prospects that result in obtaining new deposit and loan relationships, participates in community and civic activities, and recommends ways of enhancing market share and bank’s presence in the community
  • Opens new accounts, profiles customer and recommends appropriate range of products and services
  • Generates consumer loans, takes applications, pulls credit information, completes loan approval form and prepares debt to income ratio report
  • Balances cash drawer and ATM daily and reports discrepancies to Head Teller
  • Cashes checks and processes withdrawal requests after verification of account ownership, appropriate signatures and/or customer balances
  • Verified accuracy of customer account information and updated when necessary.
  • Responded to customer inquiries via phone, email and web-based platforms.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Tracked customer service cases and updated service software with customer information.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Financial Service Banker

Reliant Bank
06.2018 - 08.2021
  • Achieve branch targets and goals by identifying customer needs and providing appropriate guidance and perspective
  • Achieve required levels of outbound phone calls using generated customer and prospect lead lists and prior customer conversations
  • Educate and advise customers on Consumer and Business products and services, including all loan and deposit types
  • Provide consistent optimal customer experience, including handling customer's transactional needs
  • Ownership and resolution of customer issues
  • Refers customers to internal team of experts when complex financial goals and needs are recognized
  • Ensures safe and sound banking practices including adherence to all applicable laws and regulations
  • Self-motivated, with a strong sense of personal responsibility

Personal Banker

Regions Bank
07.2015 - 06.2018
  • Worked closely with management to strategize sales techniques to increase branch production and customer service.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Cross-sold bank products and services to meet customer needs and provide options.
  • Promoted financial products by maintaining excellent service offering knowledge.
  • Followed up with customers to gather feedback and provide additional assistance.
  • Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
  • Networked to increase client base and encourage existing clients to expand financial portfolios.
  • Expanded client base by promoting new financial products.

Education

Associate of Science - Business

Columbia State Community College
Columbia TN

High School Diploma - undefined

Columbia Central High School

Skills

  • Microsoft Office
  • Conflict Resolution Techniques
  • Strong Partnering Skills
  • Problem Solver
  • Leadership
  • Determined
  • Creative
  • Logical
  • Quality and Results Oriented

Timeline

Customer Specialist

United Community Bank
08.2021 - Current

Financial Service Banker

Reliant Bank
06.2018 - 08.2021

Personal Banker

Regions Bank
07.2015 - 06.2018

Associate of Science - Business

Columbia State Community College

High School Diploma - undefined

Columbia Central High School

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Heather Frierson