KIM CHAPMAN

Operations Service Supervisor

First Citizens Bank

02.1993 - 06.2023

Increased customer satisfaction by using superior conflict resolution and problem-solving abilities
Trained new employees for Florence area in cash handling procedures, bank policies to promote compliance with established standards
Maintained confidentiality of bank records and client information to avoid data mishandling and potential breaches
Co-interviewed and hired teller candidates with Financial Service Manager to ensure adequate staff coverage during all operating hours
Performed teller functions to provide prompt service to customers during high-volume business periods
Evaluated employee performance and devised strategies for improvement
Increased branch production rates by handling staff conflicts, evaluations, and coaching employees on company protocol and polices
Performed quarterly audits on teller drawers, branch opera & platform areas
Quickly answered incoming calls & assisted with whatever was requested by customer by either answering question or directing to someone who could
Conducted Branch security meetings every Thursday
Maintained Emergency Event Manual
Ordered Supplies for branch
Completed forms needed & followed up with all building repairs
Coached teller staff on updated policies, fraud alerts, cash handling limits, correcting & identifying transactions processed incorrectly
Updated customer profiles, ordered debit cards, printed statement, changed account types, closed accounts, refunded charges with approval & many other functions
Help to create a positive work environment that made employees & customers feel valued
Completed documentation for business customers Night Depository Agreements