Summary
Overview
Work History
Education
Skills
Timeline
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KAREN MCKENZIE

East Troy,WI

Summary

Established professional within the Banking industry to include over 30 years of customer service, sales, operations, and management. In search of a career in Administration and Customer Service with the opportunity to utilize diverse business and interpersonal skills.

Overview

15
15
years of professional experience

Work History

Member Services Representative

Premier Financial Credit Union
New Holstein, WI
02.2022 - Current
  • Answers incoming calls through the Call Center to assist members with balance inquires, funds transfers, online banking assistance and listen for potential new financial needs and opportunities.
  • Audits new account files to meet accuracy and compliance required by the credit unions’ standards.
  • Processed teller transactions and balanced a cash drawer. Additionally, I balanced the teller operations of the office on a daily basis.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Recommended products to customers by uncovering new products and services through friendly conversation.

Customer Experience Representative

BMO Harris Bank
Racine, WI
03.2021 - 01.2022
  • Processed teller transactions while engaging in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
  • Addressed customer inquiries, concerns and complaints by providing solutions and alternatives to strengthen the customers' knowledge.

Financial Sales Representative and Sr. Teller

Marquette Bank
Bridgeview, Orland Park, IL
02.2017 - 03.2021


  • Utilized the consultative selling process to assist clients and walk-in customers to determine their banking needs
  • Increased product cross sell and strengthened customer profiles.
  • I also generated new leads to our business partners in Wealth Management, Residential Lending and the Trust Departments.

Retail Banker & Teller

FNBC Bank & Trust
Mokena, IL.
08.2013 - 12.2016
  • Identified needs amongst retail and commercial customers to open new banking products and services and build long-term banking relationships
  • Functioned as a Teller as needed to meet branch staffing needs
  • Additionally, I sought new referral opportunities on the teller line.

Customer Service Manager/Banking Specialist II

MB Financial Bank
Lemont, IL.
05.2012 - 08.2013
  • Accessed, monitored and improved bank audit controls within the banking center
  • I was instrumental in turning around the branch audit score from "Fail" to an "A" within a twelve-month period
  • Implemented ongoing sales and service coaching to tellers and bankers to improve their personal development, sales results, branch sales and overall customer cross-sell
  • The Lemont office maintained the highest cross-sell ratio of 7.2 amongst its 90 branches during my employment there
  • Exercised and administered the necessary functions of the office to maintain efficient operations and exhibit stellar customer service, to promote a positive and productive team environment.

Assistant Branch Manager

Suburban Bank & Trust
New Lenox, IL
11.2009 - 05.2012
  • Managed daily branch operations that included opening, closing, and balancing the branch, staff scheduling, generating new account relationships, coaching employees, and working on the front line in teller and personal banking capacities
  • Supported bank-wide marketing campaigns for special products, services and promotions by conducting daily huddles with the staff to increase sales, as well as provide feedback to employees on their progress and results.
  • Received recognition in 2011 for generating the most qualified Financial Investment referrals amongst thirteen branch locations, that resulted in $500,000 in new booked business.

Education

Bachelor of Arts - Business Administration

St. Xavier University
Chicago, IL
01.1983

Skills

  • MS Office
  • Self-Motivated
  • Decision-Making
  • Organization and Time Management
  • Data Entry
  • Written Communication

Timeline

Member Services Representative

Premier Financial Credit Union
02.2022 - Current

Customer Experience Representative

BMO Harris Bank
03.2021 - 01.2022

Financial Sales Representative and Sr. Teller

Marquette Bank
02.2017 - 03.2021

Retail Banker & Teller

FNBC Bank & Trust
08.2013 - 12.2016

Customer Service Manager/Banking Specialist II

MB Financial Bank
05.2012 - 08.2013

Assistant Branch Manager

Suburban Bank & Trust
11.2009 - 05.2012

Bachelor of Arts - Business Administration

St. Xavier University

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KAREN MCKENZIE