Melissa Roy-Hill
Kannapolis,NC
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
32
32
years of professional experience
Work History
Personal Banker
Fifth Third Bank
08.2022 - Current
- Help customers open and close accounts, apply for loans and make sound financial decisions.
- Follow operational standards, promoting security, risk management and compliance.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Educate customers on variety of retail products and digital solutions, enhancing customer experience.
- Assist and advise customers on using online and mobile banking systems.
- Maintain position of trust and responsibility by keeping customer business confidential.
- Expand customer relationships by maintaining regular follow-up processes and rapport.
- Met with customers to analyze financial needs and maximize sales opportunities.
- Use product knowledge and abilities to execute consumer loans and other services.
- Partner with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
- Cultivate relationships with partners to fulfill or provide appropriate referrals for clients.
- Execute wire transfers of funds in compliance with banking best practices.
- Enter new account information into computers and filed related forms and other documents.
- Respond promptly to customer queries and complaints to find solutions and diffuse tension.
- Maintain and built strong client relationships through quality, personalized interactions.
- Examine checks for endorsements to verify legality of documents.
- Use currency-counting machine to count currency and received checks.
- notarize legal documents for customers.
Premium Auditor
Main Street America Insurance
08.2003 - 04.2022
- Completed required investigations on referred files within established timeframes.
- Managed completion of planned audits, reviewed records and procedures for accuracy to accomplish objectives and appraised policies and plans under audit review.
- Posted financial data in Excel spreadsheets and managed inventory.
- Performed audits of operational and financial areas to check compliance.
- Analyzed balance sheets for mistakes and inaccuracies.
- Wrote reports, authored papers and organized supporting documentation.
- Collaborated with external partners to complete audits.
- Presented audit results to management teams, delivering information in non-technical terms for easy understanding.
- Researched and implemented best practices to improve audit results.
- Delivered superior level of customer service to small business clients.
- Liaised with physical auditors to complete annual audits and maintain compliance with local, state and federal requirements.
- Cross-trained employees, enabling completion of priority tasks during personnel absences.
- High level classification change review with WC Rating Bureau.
- Process Test Audit for the State of New York.
- Daily contact with customers providing status updates, dispute clarification and detailed billing information.
- Collaboration with Underwriting; sent alerts for classifications, sub-contractor work, and casual labor.
Call Center Representative
Portex Inc.
08.1992 - 09.2001
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained strong call control and quickly worked through scripts to address problems.
- Updated customer accounts, addresses and contact information within call management databases.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Offered resolutions to de-escalate calls and solve customer issues.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Uploaded pricing data for sales teams for specific hospitals and dealers.
- Processed renewal contract for hospital and dealers.
- Acted as a first responder for medical and chemical spills.
- Documented standards procedures throughout department.
Education
High School -
Monadnock Regional High School
Swanzey, NH06.1989
Skills
- Relationship Building
- Cross-Selling and Upselling
- Transaction Processing
- Attention to Detail
- Customer Service
- Issues Resolution
- Account Maintenance
- Training & Development
- Regulatory Compliance
- Banking Policies and Procedures
- Verbal and Written Communication
- Client Retention
- Self-Motivated
- Professional Appearance
- Financial Statements Preparation
- Interpersonal Skills
- Positive Attitude
- Financial Product Expertise
- Customer Satisfaction
- Branch operations
- Client Relationship Management
- Cash Handling
- Fraud prevention
- Sales expertise
- Relationship building and management
- Banking
- Relationship Management
- Financial Planning
- Records Maintenance
- Multimedia Presentations
Timeline
Personal Banker
Fifth Third Bank
08.2022 - Current
Premium Auditor
Main Street America Insurance
08.2003 - 04.2022
Call Center Representative
Portex Inc.
08.1992 - 09.2001
High School -
Monadnock Regional High School
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