Marianna Luna

1. Investigates non-routine escalated customer issues using independent judgment and initiative. Resolves issues appropriately within designated level of authority and in compliance with applicable governmental regulations and Atmos Energy policies/procedures. Balances issue resolutions with Atmos Energy’s business interests to ensure appropriate outcomes. Relies on collaborative relationships with staff in other departments and regulatory agencies to achieve desired results. (50%)

2. Processes inbound customer correspondence through written channels or social media. Provides timely resolution to customer requests. Creates outbound customer correspondence. (20%)

3. Performs basic or complex billing adjustments using the functions of the billing system. Notes all actions taken and customer correspondence into the customer information system. (20%)

4. Identifies and recommended initiatives in response to customer service and quality improvement opportunities.

5. Keeps abreast of and adheres to corporate, departmental and regulatory policies and procedures.

1. Answer incoming phone calls from customers regarding all types of Retail Accounts. This duty is performed daily, about 10% of the time.

2. Quote CD Rates, loan payoffs and resolve loan general questions. This duty is performed daily, about 5% of the time.

3. Maintain a thorough understanding of marketing promotions and bank products. This duty is performed daily, about 10% of the time.

4. Review complaints, issues or concerns and refer customers to other bank personnel. This duty is performed as needed, about 10% of the time.

5. Take information and perform maintenance on check orders, internet and telephone banking, ATM/debit cards. This duty is performed daily, about 10% of the time.

6. Review, research and process limited refund decisions. This duty is performed as needed, about 5% of the time.

7. Perform research on Bankway for customer inquiries. This duty is performed daily, about 5% of the time.

8. Identify cross selling opportunities through customer interactions. This duty is performed daily, about 5% of the time.

9. Verify and complete telephone transfer of funds and stop payment requests. This duty is performed daily, about 10% of the time.

10. File Debit Card, Zelle, Bill pay and ACH disputes. This duty is performed daily, about 5% of the time.

11. Request EBanking adds and updates. This duty is performed daily, about 5% of the time.

12. Request Debit Card Limit Increases. This duty is performed daily, about 5% of the time.

13. Research and assist with Bill Pay trouble shooting. This duty is performed daily, about 5% of the time.

14. Maintain a daily call log of each call taken. This duty is performed daily, about 5% of the time.

15. Adhere to assigned work schedule and remain flexible for shifts that include the hours of 7 am - 7 pm Monday - Friday and 8 am - 2 pm on Saturdays. This duty is performed daily, about 5% of the time.

16. Completes required BSA/AML training and other compliance training as assigned. This duty is performed quarterly.

1.Reduced operational costs through comprehensive process improvement initiatives and resource management.

2.Managed and motivated employees to be productive and engaged in work.

3.Accomplished multiple tasks within established timeframes.

4.Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

1.Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.

2Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.

3.Disbursed cash and checks accurately while maintaining security of cash drawers.

1.Greeted customers entering store and responded promptly to customer needs.

2.Worked flexible schedule and extra shifts to meet business needs.

3.Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

4.Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.