Michelle Davis
Midlothian,VA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Results-oriented self-motivator with over 30 years in sales of branch products, loans and general bank operations.
Overview
24
24
years of professional experience
Work History
Member Service Specialist
Towne Bank
Chesterfield, VA
01.2022 - Current
- Greeted customers in a friendly and professional manner.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Assisted with the opening of new accounts and processed account maintenance requests.
- Answered incoming calls regarding membership benefits and services.
- Handled customer complaints in an efficient and courteous manner.
- Maintained accurate records of member interactions and transactions.
- Adhered to all applicable policies, procedures, regulations, and laws.
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Responded promptly to emails from members seeking assistance.
- Followed up with customers after their interaction with the organization's services.
- Attended training sessions regularly to stay abreast of changes in company policies or procedures.
- Assisted colleagues with tasks as needed during peak times of activity.
- Participated in team meetings to discuss customer service strategies and goals.
- Answered member questions about products and services.
- Processed cash and check deposits every day.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
- Offered exceptional customer service to differentiate and promote company brand.
- Resolved any issues raised by participants during the training session in a timely manner.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
Universal Banker/Office Floater
Atlantic Union Bank
Colonial Heights, VA
10.2019 - 12.2021
- Verified customer identification, processed deposits and withdrawals, and provided account information.
- Assisted customers with opening new accounts, transferring funds, cashing checks, and making loan payments.
- Provided excellent customer service by responding to inquiries regarding bank products and services.
- Processed transactions accurately and efficiently using a computerized banking system.
- Balanced cash drawer daily according to established procedures.
- Maintained up-to-date knowledge of bank policies and regulations.
- Cross-sold other bank products such as credit cards and savings plans to customers.
- Performed daily audits of ATM machines to ensure proper functioning and accuracy of cash levels.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
Branch Coordinator
BB&T Now Truist
Chesterfield, VA
05.2011 - 09.2019
- Supervised and evaluated teller staff, providing feedback on performance;.
- Ensured compliance with all banking regulations and procedures;.
- Maintained accurate records of transactions, deposits, withdrawals.;.
- Monitored cash levels in each teller's drawer;.
- Conducted regular audits of teller activities to ensure accuracy of transactions;.
- Reviewed and approved time sheets for teller staff members;.
- Scheduled staff shifts according to business needs and staffing requirements;.
- Provided guidance to junior team members on how to handle difficult customer scenarios effectively ;.
- Managed and balanced cash vault, audits and general ledger accounts.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Verified transactions involving cashier's checks, money orders and account transfers.
- Supplied tellers with coin and currency.
- Verified amounts and integrity of every check or funds transfer.
- Provided advice to customers regarding account options, financial services and products;.
Branch Banker
BB&T Now Truist
Chesterfield, VA
01.2007 - 04.2011
- Conducted sales meetings with customers to identify their needs and recommend suitable products.
- Met or exceeded sales objectives on consistent basis.
- Developed and strengthened productive customer relationships.
- Reached out to new and potential customers to promote bank offerings.
- Stayed up to date on branch procedures and available products.
- Handled customer problems and requests with knowledgeable and speedy service.
- Resolved customer complaints to maintain high level of satisfaction.
Branch Manager
BB&T Now Truist
Midlothian, VA
01.2005 - 01.2007
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Sourced and screened potential candidates for open positions.
- Managed employee referrals program including tracking progress and awarding incentives.
- Explained job duties, compensation and benefits to potential candidates.
- Explained different types of loans available at the bank including mortgage loans, auto loans, personal loans, home equity lines of credit.
- Tracked daily pipeline activity including new applications received, approved loans, denied loans.
- Explained the advantages and disadvantages of various types of loans including secured vs unsecured loans.
- Assisted clients with completing paperwork for various types of loans, such as home equity lines of credit, mortgages, auto loans.
- Processed new accounts including savings, checking and loans.
- Assisted customers with completing required paperwork for consumer loans.
Relationship Banker
BB&T Now Truist
Chesterfield, VA
11.1999 - 01.2005
- Consistently exceeded monthly sales goals set by management.
- Collaborated with team members to achieve sales goals.
- Provided support for new hires during onboarding process ensuring they were adequately prepared for their roles.
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Verified customers' identification to ensure compliance with laws and regulations.
- Provided exceptional customer service while accurately processing routine transactions.
- Assisted customers in opening new accounts and completing required paperwork.
- Answered customer inquiries regarding bank products and services.
- Processed wire transfers for customers both domestically and internationally.
- Cross-sold additional bank products when applicable to meet customer needs.
- Maintained confidentiality of all customer records and information according to company policies.
- Identified opportunities to refer customers to other areas of the bank for additional services.
Education
High School Diploma -
Thomas Dale High School
Chester, VA06-1989
Skills
- Relationship Building
- Cash Drawer Balancing
- Transaction Processing
- Employee Scheduling
- Staff Development
- Operational Excellence
- Staff Management
- Interpersonal Communication
- Active Listening
- Interpersonal Skills
- Time Management
- Professional Demeanor
- Team Collaboration
- Multitasking
References
References available upon request.
Timeline
Member Service Specialist
Towne Bank
01.2022 - Current
Universal Banker/Office Floater
Atlantic Union Bank
10.2019 - 12.2021
Branch Coordinator
BB&T Now Truist
05.2011 - 09.2019
Branch Banker
BB&T Now Truist
01.2007 - 04.2011
Branch Manager
BB&T Now Truist
01.2005 - 01.2007
Relationship Banker
BB&T Now Truist
11.1999 - 01.2005
High School Diploma -
Thomas Dale High School
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