KELVIN CAPELLAN

Effective associate with accountability for providing exceptional service to customers, including bank account management, routine banking needs, loan payments, and debit/credit cards

• Support customers with online banking fraud protection and response; respond to incidents, provide assistance with scam and phishing calls, and offer additional products for account protection
• Closely monitor activity logs for discrepancies, fraud, and suspicious activity; file online claims for disputes as necessary
• Help customers with setting up proper log-in credentials with an emphasis on developing strong passwords and preventing unauthorized account access, including the set up of multi-factor authentication
• Gather all pertinent customer information to ensure that all data is up to date; maintain strict confidentiality of all personal information
• Open and manage checking and savings accounts, serving as a dedicated point of contact and liaison for customer inquiries regarding products and services
• Achieved consistent monthly referrals by cultivating strong relationships with both personal and business clients and leveraging cross-selling opportunities for banking products, such as credit cards, mortgages, home equity loans, commercial loans , vehicle loans CDs, and retirements accounts
• Apply advanced acumen in branch technology to educate customers and tailor digital solutions to personal financial needs
• Maintain knowledge of banking industry procedures and practices, including BSA, AML, and KYC

Service-oriented position with responsibility for providing a range of financial services to a large number of walk-in and service window customers, i.e. transactions for savings, checking, and other accounts, mortgage payments and lines of credit, as well as various back-office functions

• Performed routine bank transactions, including deposits and withdrawals of cash and negotiable instruments, along with payment processing for loans and safe deposit boxes
• Maintained high levels of customer service; referred new accounts and cross-sold bank services
• Responsible for end-of-day procedures: balancing vault, cash drawers, and ATMs
• Provided training and mentoring to new hires, ensuring they were equipped with the skills, tools, and knowledge necessary to succeed in their roles and maintain alignment with proper branch procedures
• Consistently upheld a customer satisfaction score of 90% or higher.
• Identified and reported suspicious activity with a focus on proactively safeguarding from potential losses