Melissa Gray-Griffin
Kerrville,TX
Summary
Results-driven teller with over 25 years of experience in financial services. Expertise in cash management, fraud detection, and customer relationship building. Committed to mentoring junior team members and streamlining processes for improved customer satisfaction.
Overview
27
27
years of professional experience
Work History
Teller Member Servives
Texhillco School Employees Fcu
Kerrville, TX 78028
01.2006 - Current
- Processed member transactions efficiently, ensuring accuracy in cash handling and record-keeping.
- Assisted members with account inquiries, providing exceptional customer service to enhance satisfaction.
- Maintained up-to-date knowledge of credit union products, promoting services that meet member needs.
- Collaborated with team members to streamline operational processes, improving workflow efficiency.
- Mentored junior tellers on best practices in cash operations and customer interactions.
- Identified opportunities for process improvements, contributing to overall operational excellence within the branch.
- Implemented strategies to reduce errors in transaction processing, enhancing overall accuracy rates.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
- Educated customers on use of banking website and mobile apps.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
- Monitored and reported suspicious activity in line with bank security policies.
- Maintained accurate records of customer transactions in line with bank procedures.
- Provided training to new tellers on bank procedures, systems, and customer service best practices.
- Handled complex transactions such as wire transfers or foreign currency exchanges with accuracy and efficiency.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Collaborated effectively with other departments as needed to resolve outstanding issues or complete complex tasks for customers.
- Reduced queue times during peak hours with effective cash handling and prompt service.
- Conducted daily audits of cash drawers to prevent discrepancies and maintain financial integrity.
- Strengthened customer loyalty with personalized service and attention to detail in transaction processing.
- Supported team members during high-volume periods to ensure smooth operations and customer satisfaction.
- Assisted customers in understanding banking products, leading to increased uptake of services.
- Facilitated introduction of new tellers by mentoring them on bank procedures and customer service excellence.
- Reinforced customer trust by providing accurate account information and transaction confirmations.
- Streamlined transaction process, allowing for quicker service and reduced wait times for customers.
- Ensured compliance with banking regulations by accurately completing all required reports and paperwork.
- Improved branch security by adhering strictly to all policies and procedures related to cash handling and fraud prevention.
- Enhanced fraud detection efforts by vigilantly identifying suspicious activities and transactions.
- Enhanced team knowledge by sharing best practices in cash handling and customer service.
- Maintained high accuracy in financial transactions, ensuring all cash and documentation were correct.
- Enhanced customer experience by efficiently processing transactions and addressing inquiries.
- Improved operational efficiency by organizing teller area for optimal workflow and accessibility.
- Fostered positive banking experience, helping customers with account management and service selection.
- Generated monthly reports on customer activity and customer feedback.
- Calculated fees due, interest and change for customer transactions.
- Trained new hires on customer service policies and procedures.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Established rapport with new clients to increase satisfaction and loyalty.
- Received loan and utility payments, sending funds to correct destinations.
- Processed applications for new accounts.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Educated customers on online banking and mobile banking applications.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Monitored and verified suspicious activity on customer accounts.
- Referred customers to other banking departments for specialized services.
- Counted, verified and handled bank deposits and armored car transactions.
- Handled various accounting transactions.
- Executed wire transfers, stop payments and account transfers.
- Assisted customers with banking needs and inquiries.
- Maintained friendly and professional customer interactions.
- Reduced errors in transaction processing by implementing double-check system for large withdrawals and deposits.
- Supported branch goals by participating in initiatives aimed at improving overall bank performance and customer satisfaction.
Lead Teller
Wells Fargo Bank, N.A.
Kerrville, TX
04.1999 - 12.2005
- Supervised daily operations of teller line, ensuring compliance with bank policies and regulations.
- Trained and mentored new tellers, enhancing team performance and service quality.
- Managed cash handling procedures, minimizing discrepancies and optimizing accuracy in transactions.
- Implemented process improvements for customer transactions, increasing efficiency and reducing wait times.
- Conducted regular audits of cash drawers, ensuring accountability and adherence to security protocols.
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
- Assisted in training new tellers to ensure a consistent level of excellent service across the team.
- Mentored junior tellers, fostering professional growth and improved performance within the team.
- Replenished ATM funds in empty canisters prior to validation process.
- Boosted branch sales with proactive product recommendations based on customer needs.
- Mentored and trained new tellers on bank procedures and customer service standards.
- Answered inquiries regarding checking and savings accounts and other related products.
- Streamlined teller operations for increased accuracy and speed, minimizing wait times for customers.
- Created teller schedule to keep weekly and weekend shifts properly staffed.
- Exceeded cross-selling goals by effectively communicating product benefits tailored to customers'' unique financial situations.
- Mentored newly hired team members on appropriate responses to patron questions.
- Cultivated strong relationships with regular customers, personalizing their banking experience.
- Fostered customer-centric environment, training team members in superior service standards.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Trained new hires on customer service policies and procedures.
- Educated customers on online banking and mobile banking applications.
Education
High School Diploma -
Tivy High School
Kerrville, TX05-1995
Skills
- Exceptional customer service
- Strong work ethic
- Professionalism and courtesy
- Excellent time management skills
- Approachable
- Positive
- Cash handling and management
- Friendly
- Cash drawer balancing
- Financial record keeping
- Customer relationship building
- Rapid 10-key data entry
- Fraud detection proficiency
Timeline
Teller Member Servives
Texhillco School Employees Fcu
01.2006 - Current
Lead Teller
Wells Fargo Bank, N.A.
04.1999 - 12.2005
High School Diploma -
Tivy High School