Laura Berry
Overdraft Specialist
Paris,KY
Summary
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
13
13
years of professional experience
Work History
Overdraft Specialist
Stockyards Bank and Trust
Paris, KY
09.2024 - Current
- Answer incoming calls from customers regarding delinquent accounts.
- Initiate outbound calls to customers with delinquent accounts.
- Assisted customers with understanding their payment options, and explained repayment plan process.
- Generated reports of past due accounts.
- Prepared letters, memos and other documents using word processing or spreadsheet software,
- Accepted and processed customer payments and applied toward account balances.
- Recorded information about status of repayment efforts.
Customer Service Representative
Kentucky Bank/Stock Yards Bank and Trust
Paris, KY
06.2019 - Current
- Answer incoming customer calls from over 70 branches.
- Assist Customers with, balances, inquiries and stop payments on checking and savings accounts.
- Change phone numbers, addresses and emails on customer accounts.
- Transfer money between accounts.
- Enroll and assist customers with online banking.
- Assist Customers with online bill pay and loan payments.
- Order debit cards and checks for customers.
- Close debit cards and file disputes on fraudulent charges.
- Used proven techniques to de-escalate angry customers during telephone interactions.
Customer Service Agent
Smart Circle
10.2018 - 12.2018
- Managed high-volume of inbound and outbound customer calls for Vivint lead generation from local sales teams.
- Maintained strong call control and quickly worked through scripts to ensure leads were qualified.
- Scheduled and confirmed appointments.
- Called no shows and cancellations to reschedule.
Document Specialist
Kentucky Bank
Paris, KY
01.2013 - 01.2015
- Worked with Operations Department retrieving documents via banks computer system.
- Print and mail out all customer statements on a daily basis.
- Scan documents into database Enter data and COD checks to be processed Distribute incoming and outgoing employee mail.
- Managed document processes through scanning, filing and transmitting while following all standard procedures.
Remote Recruiter
EMB & Associates Inc
01.2012 - 01.2013
- Worked remotely with the Director of Operations executing all executive assistant duties including, recruiting, advertising, hiring services for multiple advertising companies across the country.
- Answered high volume of phone calls and email inquiries, filed paperwork and organized computer-based information
- Facilitated job application processes for qualified candidates.
- Utilized internal recruiting systems (iCIMS) to record, update and track all candidate progress.
Education
Career Step - Professional Medical Coding and Billing - Medical Coding And Billing
Career Step
Remote01.2017
Graduate -
Bourbon County High School
Paris, KY05.1987
Skills
- Clerical Support
- Inbound and Outbound Calling
- Adaptive Team Player
- Retail Sales Customer Service
- Call Center Operations
- Problem-Solving Abilities
- Customer Relations
- Call Documentation
- Data Entry
- Transaction Processing
- Responding to Difficult Customers
- Data Entry and Maintenance
- Cisco Finesse phone system
- Google Docs
- Fiserv Premier Navigator
- Client Central
- Early Warnings and Cash Pro Programs
- Microsoft Word & Excel
- Business Process Management
- Repayment negotiations
- Repayment plan structuring
- Credit adjustments
Timeline
Overdraft Specialist
Stockyards Bank and Trust
09.2024 - Current
Customer Service Representative
Kentucky Bank/Stock Yards Bank and Trust
06.2019 - Current
Customer Service Agent
Smart Circle
10.2018 - 12.2018
Document Specialist
Kentucky Bank
01.2013 - 01.2015
Remote Recruiter
EMB & Associates Inc
01.2012 - 01.2013
Career Step - Professional Medical Coding and Billing - Medical Coding And Billing
Career Step
Graduate -
Bourbon County High School
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