Malcolm Moody

Process a variety of financial transactions including, but not limited to: deposits, payments, transfers, and withdrawals via ATMs located at multiple locations. Adhere to bank policies and procedures, including the customer identification program.

Work with multiple software programs (teller and virtual) concurrently to complete a transaction. Collaborate with management on special projects as directed.

Provide excellent customer service by handling all types of requests in a timely manner. Connect to customers in a way that makes the video solution a personable experience.

Resolve complex and non-routine inquires concerning bank policy and operating procedures generally with assistance from Specialist 2s or manager; researches and solves customer’s problems as time permits; referring more difficult situations to the branch associates and/or appropriate departments.

Monitor ATM machines to ensure they are working properly, alerting management of operating issues. Assist systems support associates and vendors to resolve any issues pertaining to the physical ATM and associated software, as needed.

Perform end of day balancing of transactions for multiple ATM locations; balancing the teller system against the virtual system; research and resolve any out-of-balance issues.

Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.

• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Recommended products to customers, thoroughly explaining details.
• Responded to customer requests for products, services and company information.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.

• Developed and actualized customer service initiatives to decrease wait times.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.