Hyler Bowman
ALBUQUERQUE,NM
Summary
Self-motivated professional offering strong communication and quick thinking skills. Works productively on teams as well as independently in fast-paced environments. Consistently positive and friendly colleague committed to reaching all of our goals.
Overview
7
7
years of professional experience
Work History
Teller & Financial Services Consultant III/Deposit Operations Support
Sunward
Albuquerque, NM
11.2023 - Current
- Handled teller transactions with a positive attitude to enhance member experience.
- I am fully trained in loans, tracking them and uploading documents for members while also peer reviewing other representative's loans.
- At my branch I own 'calling out' our unresolved application queue, keeping the branch on track with applications and offering my help to review applications before they are sent off.
- I check FUZE, unityhub, and gosunward.org regularly to keep myself educated and well versed in the products and services the credit union offers.
- Using MS Outlook, Excel, and my One Drive I keep a neat record of all applications and supporting documents.
- I have completed multiple internal sales training and have demonstrated proficiency in cross selling products and services to every member I interact with.
- In my time supporting Deposit Operations, I worked on the team that beta tested the new online portal that new and current members used to open accounts remotely.
- Along with my team I helped mitigate fraud by reviewing identity documents provided for the account opening and recording all decisioning in order to track trends of account types and fraud. Excel and other tracking softwares were used everyday on this project.
- I peer reviewed accounts opened by other Financial Service Consultants and sent them the necessary corrections.
- I did research through multiple channels such as the internet, reference materials, and internal resources in order to better understand if the information presented was fraudulent or fabricated.
- My team and I ensured accuracy and compliance with credit union policies, procedures, regulations, rules, and legal requirements, and ensured all related documentation was properly stored and retained.
- In my role I have developed stellar and effective interpersonal skills that allow me to communicate with my team and members of the credit union.
- In my role I have cultivated the ability to accomplish multiple objectives through teamwork and collaboration with other departments.
- Proactively completed assigned and additional branch tasks to support team goals., contributing to overall branch efficiency.
- Whenever a team mate is asking for help or a task has been left unfinished, I am the first person to volunteer and support.
- I move frequently between the front desk, the teller line, and the FSC office which requires me to set up/take appointments and walk-ins.
- I utilize FUZE at every opportunity to keep member accounts and applications within guidelines.
- While finalizing loans and accounts for members with busy schedules I routinely send out sensitive documents and disclosures through DocuSign.
- I assist the branch with supply orders for miscellaneous supplies
- For retention purposes I work with my coworkers to properly dispose of and catalog member information/application every month.
- Everyday I check my personal notes and Outlook calendar to see what tasks/members I need to follow up on.
- I am a subject matter expert for bank regulations such as the Bank Secrecy Act and serve as a resource to my colleagues.
- As a Financial Services Consultant I am fully trained on: Trust accounts, Estate accounts, IRAs, Conservator accounts, Rep Payee accounts, business accounts, and other types of specialized accounts.
- My team and I ensured accuracy and compliance with credit union policies, procedures, regulations, rules, and legal requirements, and ensured all related documentation was properly stored and retained.
Contact Center Lead
T-mobile Call Center
12.2022 - 10.2023
- As a customer care rep, I took on average 50 calls a day and maintained a first call resolution percentage of 95%.
- Multitasked by answering calls, setting appointments, and responding to customer chats and emails, ensuring timely and effective service.
- I collaborated with team members to resolve customer calls and handle tasks including changing phone plans, placing orders, and adjusting SOC codes.
- Developed de-escalation skills while maintaining professionalism during high-stress calls and situations, resulting in improved customer satisfaction.
- I trained other reps in deescalation and maintained an NPS of 90/100.
- I demonstrated proficiency in internal policy while serving customers and my team by referring to and understanding our internal customer care procedures.
- Collaborated with multiple care teams to effectively pair customers with appropriate departments, ensuring successful warm handoffs and enhanced resolution rates.
- I kept and updated a spreadsheet of my goals and deliverables in order to be prepared for monthly meetings with my manager.
- I utilized internal software to track my deliverables in order to know where I was with my metrics throughout the month.
- I completed annual and monthly training on a variety of topics while completing my calls such as internal promotions and security training.
- After my trial period, I was selected to work remotely from home and maintained my performance.
Front End Supervisor
Ross Dress for Less & DD's Discounts
06.2020 - 09.2022
- Managed customer service counter, efficiently processing returns and purchases to ensure customer satisfaction.
- Maintained organized customer service counter, responded to inquiries, and resolved customer issues promptly.
- Coordinated employee breaks and lunches to maintain optimal staffing levels and service quality.
- Balanced cash drawers nightly to ensure accuracy and reported discrepancies.
Server/Bartender
Genghis Grill
Albuquerque, NM
05.2019 - 03.2020
- I greeted and sat customers in a timely fashion, kept a seating chart and host stand organized, and took customers' orders in a timely fashion.
- I kept my serving book, cash, and orders organized, and cashed out customers efficiently.
- Made drinks to order for the bar
- As a server, I kept the server's station stocked and organized at all times.
- Supported the hostess stand with seating customers
- Finally, I tore down and closed the restaurant to company standard, and had no problem working busy events such as Super Bowl Sunday or UFC Fight Night.
Education
High School Diploma -
Sandia High School
05-2017
Bachelor of Arts - Technical Writing
University of New Mexico
10-2026
Skills
- Loans
- Regulatory compliance
- Compliance, banking laws, and regulations
- Document management
- Ledger and balance sheet entry
- Attention to detail
- Research methods
- MS office proficient
- Rapid data entry skills
- Asset protection
- Excellent time management skills
- Relationship building and management
- Written communication
- Confidentiality and discretion
References
- Iris Cervantes, supervisor at Sunward.
5052377230, icervantes@gosunward.org
- Benjamin Nunez, supervisor at Sunward
5052377156, bnunez@gosunward.org
Timeline
Teller & Financial Services Consultant III/Deposit Operations Support
Sunward
11.2023 - Current
Contact Center Lead
T-mobile Call Center
12.2022 - 10.2023
Front End Supervisor
Ross Dress for Less & DD's Discounts
06.2020 - 09.2022
Server/Bartender
Genghis Grill
05.2019 - 03.2020
High School Diploma -
Sandia High School
Bachelor of Arts - Technical Writing
University of New Mexico