Kathryn Holder

• Assisting our Retail Bankers and Customer Service Representatives with customer issues, from questions on accounts and services, to escalated issues, handling multiple bankers at a time through our Chat system.
• Review of Legal documentation used for opening and updating accounts for our customers that include knowledge of and additional research into our Legal Manuals and procedures.
• Placing escalated tickets for issues unresolved at the branch level along with some follow up to also better train our department in how to handle certain things that may not be listed in our normal daily issues.
• Submitting updates to our Policies and Procedures to better our Knowledge Bank that our team as well as other retail teams within the bank use to find day to day questions and information for our products, services, guidelines, and system instructions.
• Assist in New Employee Onboarding and Training, showing them the systems and day to day functions in our department and allowing them to better understand how to use our resources to the best of their abilities.
• Produce weekly information for our team huddles including any updates and notices to our team to keep them on top of any procedure changes, what is coming out soon, and any issues we are currently experiencing.
• Assist in New Product and System Testing, reporting any issues or ideas to better them prior to implementation.

• Lead Customer Service Representative/Trainer- 12/08/2015-05/29/2017.

Training newly hired CSR's and other newly hired positions on the

operational daily activities.. Coaching and leading the CSR Team along

with the ACM to hit their goals as well as the branches overall goals. Vault

Teller operations along with ATM, Supplies and Cash Shipment

responsibilities.

• Retail Personal Banker- 12/03/2012-12/18/2015

Meet all branch sales and performance goals. Lead the CSR team to be top

performers in the points club (sales and referrals). Taking loan applications

and coming up with creative lending options as well as Servicing Business

and consumer clients with any other banking needs.

• Financial Sales Representative- 09/12/2011-12/03/2012

Worked with Business partners to acquire and service new business

accounts including Paycor and Vantiv Services. Worked with our

Membership Advantage Team to build relationship with numerous schools

and businesses within the area. Servicing all loans and lending options as

well as customer Depository accounts.

• Lease Customer Service Representative and Trainer-08/16/2010-09/11/2011
• Customer Service Representative-01/17/2007-08/16/2010