Lance V. Thomas

I was training to become a licensed financial advisor so I could provide clients with advice when needed, plus design investment strategies and portfolios aligned to clients needs to help them pursue their investing goals. I passed the SIE and just missed passing the Series 7 exam.

• Maintained knowledge on banking products and distribution to provide optimal service support.
• Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
• Performed banking, business administration and financial tasks to guarantee five-star service for clients.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
• Complied with established internal controls and policies.
• Achieved sales goals and service targets by cultivating and securing new customer relationships.

• Greeted customers and delivered information about new account processes.
• Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Followed up with customers to gather feedback and provide additional assistance.
• Cross-sold bank products and services to meet customer needs and provide options.
• Promoted financial products by maintaining excellent service offering knowledge.

• Handled over 100 daily incoming telephone calls, emails and chat requests.
• Assisted customers with banking needs and inquiries.
• Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
• Maintained friendly and professional customer interactions.
• Trained new hires on customer service policies and procedures.
• Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
• Executed wire transfers, stop payments and account transfers.

• Prospected continuously for new potential customers and maintained robust conversion rate.
• Maintained routine communication with clients to assess overall satisfaction, resolve complaints, and promote new offerings.
• Developed and implemented tactical strategies.
• Achieved top performance by strategically adapting to rapidly changing, competitive environment.
• Used consultative sales approach to understand and meet customer needs.
• Increased email open rate by 10%