Justeen Lerma
Pico Rivera,CA
Summary
Dynamic banking professional with a strong work ethic and exceptional customer service skills. Proven ability to resolve disputes and educate clients on banking tools, enhancing customer satisfaction. Expertise in cash handling and compliance with banking regulations, driving efficiency and trust in financial transactions. Demonstrates communication, and teamwork skills, with proven ability to quickly adapt to new environments. Brings positive attitude and commitment to continuous learning and growth.
Overview
6
6
years of professional experience
Work History
Phone Banker
Wells Fargo
01.2018 - 05.2020
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Evaluated viability of funding sources and destinations to proactively detect fraud.
- Monitored and verified suspicious activity on customer accounts.
- Referred customers to other banking departments for specialized services.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Handled various accounting transactions.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Assisted customers with banking needs and inquiries.
- Calculated fees due, interest and change for customer transactions.
- Received loan and utility payments, sending funds to correct destinations.
- Executed wire transfers, stop payments and account transfers.
- Educated customers on online banking and mobile banking applications.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Handled over 100 incoming telephone calls, emails and chat requests.
Customer Advocate
Speedy Cash
06.2014 - 10.2017
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Listened to customers in actively to assess issues and provide accurate information.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Handled difficult customer situations with grace and professionalism.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
- Investigated and resolved customer inquiries and complaints quickly.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Performed cash, card, and check transactions to complete customer purchases.
- Used POS system to enter orders, process payments and issue receipts.
- Handled cash with high accuracy and took care to check bills for fraud.
- Operated cash register to record transactions accurately and efficiently.
Education
High School Diploma -
El Rancho High School
Pico Rivera, CA06-2007
Skills
- Goal oriented
- Account updating
- Drawer balancing
- Cash handling
- Conflict resolution techniques
- Friendly
- Compliance, banking laws, and regulations
- Loans
- Strong work ethic
- Strong sense of banking ethics
- Excellent communication skills
- Exceptional customer service
- Customer relationship building
- Excellent time management skills
Timeline
Phone Banker
Wells Fargo
01.2018 - 05.2020
Customer Advocate
Speedy Cash
06.2014 - 10.2017
High School Diploma -
El Rancho High School
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