Kay Glomb
Old National Bank
Columbus,IN
15
years of professional experience
Customer Service Representative II supporting personal and business banking clients in a high-volume call center, handling 71+ inbound banking calls per day. Resolves account inquiries, transactions, and service issues with accuracy, productivity, and regulatory compliance. Delivers consistent client service while meeting quality and satisfaction standards.
Work History
Customer Service Representative II
3 Years 11 Months- Deliver exceptional customer support to personal and business banking clients in a high-volume call center environment.
- Resolve account inquiries, transactions, and service issues with accuracy, efficiency, and professionalism.
- Consistently exceed key performance indicators, including productivity, quality assurance, and customer satisfaction metrics.
- Maintain strict compliance with banking regulations, policies, and procedures.
- Recognized for attention to detail, reliability, and strong customer relationship skills.
- (First Midwest Bank acquired by Old National Bank)
Customer Care Representative II
3 Years 2 Months- Selected during bank conversion for Customer Care Rep II role based on performance and banking knowledge.
- Handled inbound calls to support client banking needs while identifying cross-selling opportunities aligned with customer goals.
- Exceeded quarterly sales and performance goals and ranked among top team performers.
- Assisted the Online Banking Department as needed due to extensive platform expertise.
- Provided seamless transition support during system and operational changes.
- (Bridgeview Bank Group acquired by First Midwest Bank)
Senior Personal Banker / Acting Branch Manager
7 Years 9 Months- Began role as Senior Personal Banker; assumed Acting Branch Manager responsibilities when Branch Manager was relocated.
- Oversaw daily branch operations, including teller line coverage, platform banking, and operational reporting.
- Originated, underwrote, closed, and disbursed consumer loans, including:
- Personal loans
- Home Equity Loans
- Home Equity Lines of Credit (HELOCs)
- Demonstrated leadership, operational excellence, and strong lending expertise across multiple branches.
- Maintained superior compliance, audit readiness, and customer satisfaction standards.
Education
High School Diploma
Skills
Customer Service & Relationship Management
Sales & Cross-Selling
Data Analysis
Deposit account servicing
Online banking support
Cash handling
Transaction processing
Consumer & Home Equity Lending
Regulatory Compliance
Branch operations
Loan underwriting
Audit readiness
Interests
Creative and hands-on pursuits including handmade quilts
painting
and crafts. Experienced in designing and creating ponds
waterfall features
koi ponds
and gardens.
Timeline
Customer Service Representative II
Old National Bank
07.2022 - 06.2026Read More
Customer Care Representative II
First Midwest Bank
05.2019 - 07.2022Read More
Senior Personal Banker / Acting Branch Manager
Bridgeview Bank Group
08.2011 - 05.2019Read More
Argo Comm. HS
High School Diploma
Read More