Melissa Malone
Logan,OH
Summary
Dedicated worker focused on customer satisfaction and providing high-quality service. Determined to exceed expectations and take on higher responsibilities. Results-oriented banking professional experienced in handling customer needs. Skilled at maximizing client satisfaction and bank profits by utilizing persuasive communication skills, in-depth product knowledge and hands-on customer service abilities. 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.Experienced team leader , Has achieved presidents Club four times by providing great customer service and built strong relationships with customer . I have built respect with my teams by coaching and motivating them to be the best they can be and do things the right way .
Overview
31
31
years of professional experience
Work History
Operational Banker
Peoples Bank
Nelsonville, OH
11.2021 - Current
- Provided customer service to bank clients, answering inquiries and resolving complaints.
- Advised customers on various banking products and services such as loans, investments, and credit cards.
- Researched discrepancies between bank records and customer accounts.
- Performed daily reconciliation of bank accounts to ensure accuracy of records.
- Maintained accurate records of all transactions within the branch's database system.
- Assisted with onboarding new employees by training them on banking procedures.
- Verified customer identity using government-issued identification documents.
- Coordinated with other departments regarding customer requests or disputes resolution.
- Analyzed customer's financial information to determine the best banking products for them.
- Investigated fraudulent activities by analyzing account transactions and identifying suspicious patterns.
- Developed financial plans for customers based on their individual needs.
- Processed loan applications and prepared relevant documents for approval.
- Ensured compliance with state and federal banking regulations through regular reviews.
- Conducted risk assessments on potential loan applicants to assess creditworthiness.
- Developed strategies to increase customer satisfaction and loyalty through excellent service delivery.
- Completed thorough and accurate documentation for money movements, deposits or withdrawals.
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Reconciled cash and checks against computer records at end of shift.
- Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
- Modified, opened and closed customer accounts.
- Advised customers on bank products, services and financial planning options.
- Completed daily cash balancing and operated ATMs.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Resolved customer inquiries and complaints, ensuring satisfaction and compliance with banking regulations.
- Conducted daily audits of cash transactions to ensure accuracy and adherence to internal controls.
- Assisted customers by answering banking questions and recommending solutions.
- Trained new employees on banking products, services, and compliance standards, fostering a knowledgeable workforce.
- Developed and maintained relationships with new and existing clients, enhancing customer loyalty and bank profitability.
- Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
Teller
Peoples Bank
Nelsonville, OH
10.2009 - Current
- Handled large volumes of currency quickly and accurately with minimal errors.
- Followed up on requests from customers in a timely manner.
- Identified fraudulent activity or suspicious behavior immediately reported it to management.
- Assisted customers in opening new accounts and completing required paperwork.
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Identified opportunities to refer customers to other areas of the bank for additional services.
- Explained account information to customers in detail as needed.
- Balanced cash drawers on a daily basis.
- Verified customers' identification to ensure compliance with laws and regulations.
- Answered customer inquiries regarding bank products and services.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
Universal Banker Operations Specialist Supervisor
Peoples Bank
Nelsonville , OH
09.2012 - 11.2021
- Conducted outbound calls to follow up on leads generated from marketing campaigns.
- Explained banking products and services such as checking accounts, savings accounts, loans and credit cards to potential customers.
- Provided customer service to clients by answering questions, resolving complaints and processing transactions.
- Attended weekly meetings with branch managers to discuss goals related to sales targets.
- Developed relationships with business owners to promote commercial banking services.
- Assisted customers with online banking setup and troubleshooting issues.
- Balanced currency, coin and checks in cash drawers at ends of shifts and calculated daily transactions using computers or calculators.
- Processed deposits, withdrawals, loan payments and other financial transactions.
- Opened new accounts for customers, including checking accounts, savings accounts and certificates of deposit.
- Answered telephone inquiries regarding account balances, fees or general information.
- Performed fraud prevention duties by monitoring suspicious activity on customer accounts.
- Maintained cash drawer by following exact procedures for transactions and strong security protocols.
- Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
- Completed daily cash balancing and operated ATMs.
- Modified, opened and closed customer accounts.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
Market Manager
Wittens Farm
Nelsonville, OH
04.2006 - 10.2009
- Inputted data into computer systems in an accurate and timely manner.
- Tracked time off requests for employees using payroll software programs.
- Managed incoming and outgoing mail, including sorting, delivery, and pickup of packages.
- Answered telephone inquiries from customers and vendors regarding office operations.
- Performed general office duties such as photocopying, faxing, scanning documents.
- Supervised a team of junior marketers in developing strategies and executing campaigns.
- Created weekly schedule to verify coverage during peak business hours.
- Answered customer questions and addressed problems and complaints in person and via phone.
- Conducted interviews, made hiring decisions matching appropriate skill level to job and evaluated team member performance.
- Increased profits through effective sales training and troubleshooting profit loss areas.
- Built customer confidence by actively listening to concerns and giving appropriate feedback.
- Resolved customer complaints regarding sales and service.
- Coached, developed and motivated team to achieve revenue goals.
Office Associate
Kmartcorp
Lancaster, OH
11.1993 - 06.1995
- Inputted data into computer systems in an accurate and timely manner.
- Tracked time off requests for employees using payroll software programs.
- Managed incoming and outgoing mail, including sorting, delivery, and pickup of packages.
- Answered telephone inquiries from customers and vendors regarding office operations.
- Performed general office duties such as photocopying, faxing, scanning documents.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Organized filing system for documents such as invoices, contracts, and reports.
- Ordered office supplies, maintained inventory records, and monitored stock levels.
- Managed daily office operations and maintained a clean and efficient workspace.
Education
High School Diploma -
Trimble High School
Glouster, OH05-1989
Accounting and Business Management
Hocking College
Nelsonville, OHSkills
- Loan Closing
- Customer Service
- Consumer Banking
- Cross-Selling and Partner Referrals
- Prospect Calling
- Employee Training Assistance
- Product Promotion
- Branch operations
- New Account Setup
- Due diligence
- Telephone Transfers
- Customer Relationship Management
- Audit Procedures
- Cash Handling
- Cash ordering
- Closing procedures
- Account Servicing
- Security understanding
- Retention Strategies
- Teller background
- Cash distribution
- Relationship Management
Timeline
Operational Banker
Peoples Bank
11.2021 - Current
Universal Banker Operations Specialist Supervisor
Peoples Bank
09.2012 - 11.2021
Teller
Peoples Bank
10.2009 - Current
Market Manager
Wittens Farm
04.2006 - 10.2009
Office Associate
Kmartcorp
11.1993 - 06.1995
High School Diploma -
Trimble High School
Accounting and Business Management
Hocking College