Mary Beverage
Staunton,VA
Summary
Numerically savvy customer service advisor with exceptional communication skills and talents in processing high volumes of error-free transactions. Trustworthy and reliable professional with in-depth knowledge of products and services. 16 years of experience assisting customers with questions, processing transactions and handling clerical and administrative duties. Punctual and hardworking professional commended for high level of accountability and accuracy.
Overview
1
1
Certificate
17
17
years of professional experience
Work History
Lead Teller/Loan Officer/Call Center Advisor
DuPont Community Credit Union
Waynesboro, VA
06.2006 - 10.2018
- Provided guidance to customers on how to access and use credit union services, products, and resources.
- Assisted with account opening processes by verifying information, collecting required documents, and entering data into the system.
- Conducted financial transactions such as deposits, withdrawals, loan payments, transfers and check cashing.
- Communicated with customers in person or over the phone to answer inquiries or provide assistance related to their accounts.
- Educated customers about available services including loans, mortgages, investments and insurance.
- Investigated customer complaints regarding service issues and responded accordingly.
- Monitored banking activities for suspicious activity or fraud according to compliance regulations.
- Performed daily cash balancing operations accurately and within specified deadlines.
- Analyzed customer needs and recommended appropriate financial solutions.
- Achieved goals for customer experience, transaction accuracy and product cross-sell, resulting in consistent growth.
- Profiled customers to uncover opportunities for additional business.
- Handled large sums of money with accuracy while maintaining appropriate levels of security.
- Assisted customers with basic technical issues related to digital banking platforms.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Reviewed credit histories, income statements, and other financial information of loan applicants.
- Advised customers on how they can improve their credit score by making strategic changes over time.
- Tracked and managed new leads and followed up on referral business.
- Recommended loan approvals and denials based on customer loan application reviews.
- Developed effective working relationships with team members across multiple departments.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Performed outbound calling campaigns to promote new products or services.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Lead Branch Specialist
Farmers & Merchants Bank
Staunton , Virginia
08.2019 - 07.2023
Education
High School Diploma -
Waynesboro High School
Waynesboro, VA06-2005
Skills
- Product Recommendations
- Issue Resolution
- Cross-Selling and Upselling
- Interpersonal Relations
- Vault Security
- Customer Service
- Cash Handling Accuracy
- Financial Analysis
- Decision-Making
- Transactions Processing
- Account Management
- Customer Education
- Teller Support
- Relationship Building
- Security Procedures
- Cash Shipment Balancing
- Branch ATM Operation
- Staff Training
- Customer Relationship Management (CRM)
- Credit analysis
- Loan Servicing
- Financial Counseling
- Call Center Operations
Certification
- Center for Financial Training & Education - Principles of Banking
Timeline
Lead Branch Specialist
Farmers & Merchants Bank
08.2019 - 07.2023
Lead Teller/Loan Officer/Call Center Advisor
DuPont Community Credit Union
06.2006 - 10.2018
High School Diploma -
Waynesboro High School
- Center for Financial Training & Education - Principles of Banking
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