Linda Jones
Appleton,WI
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
28
28
years of professional experience
Work History
Digital Banking Support Specialist
Fox Communities Credit Union
Appleton, WI
10.2021 - Current
- Maintained up-to-date knowledge of software and technical developments through reading and training.
- Documented customer inquiries and resolutions in a ticketing system.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Assisted in the development of user training materials and FAQ documents.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted with customer requests and answered questions to improve satisfaction.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Working with vendors to maintain a cohesive systems .
- Provided technical support to customers via phone and email.
- Monitored and troubleshot IT infrastructure for operating issues, identifying failures and degradation.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Completed day-to-day duties accurately and efficiently.
- Modified existing software systems to enhance performance and add new features.
- Developed training materials and procedures or trained users in proper use of software.
Member Relationship Officer
Fox Communities Credit Union
Appleton, WI
11.2018 - 10.2021
- Provided advice on product features, pricing plans, and other related topics to customers.
- Cross-sold bank products by providing advice on the benefits of additional services available.
- Educated customers on variety of retail products and digital solutions, enhancing customer experience.
- Met with customers to analyze financial needs and maximize sales opportunities.
- Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
- Entered new account information into computers and filed related forms and other documents.
- Maintained up-to-date knowledge of banking regulations, procedures, and policies.
- Created strategic financial solutions to suit individualized client needs.
- Executed wire transfers of funds in compliance with banking best practices.
- Assisted in training new personnel in proper banking procedures.
- Obtained credit records from various reporting agencies to open new accounts.
- Analyzed customer credit data and other financial information to identify solutions that aligned with customer needs.
- Expanded customer relationships by maintaining regular follow-up processes and rapport.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Maintained and built strong client relationships through quality, personalized interactions.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Approached prospective clients through emails and cold calling to consistently meet sales targets.
- Prioritized and organized tasks to efficiently accomplish service goals.
Teller Supervisor
Fox Communities Credit Union
Appleton, WI
04.2018 - 11.2018
- Transmitted orders to supply cash to meet daily needs.
- Reported daily averages and shortages to operations department.
- Established goals and objectives for the branch; monitored progress against those goals regularly.
- Performed special services for customers, ordering bank cards and checks.
- Provided daily supervision and guidance to teller staff, ensuring compliance with bank policies and procedures.
- Investigated discrepancies between actual cash counts and computer-generated totals.
- Identified training needs for tellers, created learning materials, and conducted regular training sessions.
- Resolved customer complaints promptly and efficiently while maintaining high levels of customer service.
- Monitored cash levels in all drawers; balanced cash drawers at the end of each shift.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Managed daily operations within assigned branch locations; provided support during peak times or absences.
- Identified transaction errors when debits and credits did not balance.
- Conducted performance reviews of tellers, providing feedback on areas of strength and opportunities for improvement.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Managed and balanced cash vault, audits, and general ledger accounts.
- Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
Personal Banker III
BMO Harris Bank
Appleton, WI
12.1995 - 07.2017
- Addressed customer questions and concerns regarding products, prices and availability
- Delivered exceptional account service to strengthen customer loyalty
- Planned, created and delivered Health Savings Account sales presentations
- Worked closely with companies to offer their employees new banking opportunities, securing new accounts for the bank
- Trained new bankers on the systems and sales techniques
- Educated customers on variety of retail products and digital solutions, enhancing customer experience.
- Assisted customers with deposits, withdrawals, transfers, loan payments and other banking transactions.
- Recognized opportunities for cross-selling additional banking products or services.
- Analyzed financial documents provided by customers to determine their needs.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Facilitated resolution of customer disputes in a fair manner while protecting the interests of the bank.
- Advised customers on various financial products available from the bank.
- Executed wire transfers of funds in compliance with banking best practices.
- Described promotional offers and used persuasive sales techniques to upsell services and convince clients to apply for additional banking services.
- Identified potential fraud risks on accounts and reported suspicious activities to management.
- Responded promptly to customer emails, phone calls and requests for information.
- Obtained credit records from various reporting agencies to open new accounts.
Education
Banking And Financial Support Services
Chippewa Valley Technical College
Eau Claire, WI03-1989
High School Diploma - General
Eau Claire North
Eau Claire, WI06-1987
Skills
- Effective time management
- Proven sales track record
- Skilled multi-tasker
- Upselling and consultative selling
- Event Coordination
- Writing, Editing, and Proofreading
- Internal Communications
- Advanced computer proficiency
- Strong interpersonal skills
- Compliance testing knowledge
- Corporate Events Planning
- Crisis Management
- Digital Communications
- Technical Issue Troubleshooting
- Project Management
- Customer Service
- Problem-Solving
- Materials Development
- Superior research skills
- Expert in customer relations
- Flexible team player
- Complex problem solving
- Product training and placement
- Strong communicator
- Strong organizational skills
- Strategic account development
- Prospecting and cold calling
- Relationship selling
- Exceptional customer service skills
Affiliations
- Gave a speech and presented a check on the Jerry Lewis Muscular Dystrophy Telethon.
- Worked with the March of Dimes to organize and chair the largest Chiefs Auction fundraiser in Wisconsin for 14 years.
Accomplishments
- Received the Volunteer recognition award for my work with the March of Dimes.
- Received several PROPS awards for going above and beyond my job at Fox.
Timeline
Digital Banking Support Specialist
Fox Communities Credit Union
10.2021 - Current
Member Relationship Officer
Fox Communities Credit Union
11.2018 - 10.2021
Teller Supervisor
Fox Communities Credit Union
04.2018 - 11.2018
Personal Banker III
BMO Harris Bank
12.1995 - 07.2017
Banking And Financial Support Services
Chippewa Valley Technical College
High School Diploma - General
Eau Claire North
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