Rachael Golliday

I offer day-to-day operational requirements necessary to support the various financial services and products the Bank provides to customers. I assume the responsibilities of bookkeeping, debit card & ATM support, wire transfers, online banking, reconciliation of various accounts, investigating and resolving customer inquiries, researches and rectifies various processing errors, maintains control records and offers various other support functions to the retail staff.

Provide account services to clients, including a full range of the Bank’s retail services. Provide and maintain a high standard of customer service. Front-end responsibilities in the continual promotion of products and services. Supports full servicing of checking, money market, business, trust, IRA, and CD products. Sixty percent of time toward providing superior client service for our deposit bank products. Answers inquiry calls on business, trust, IRA, and CD accounts as well as assisting advisors. Produce extraordinary results measured by customer satisfaction, efficiency, call quality and established metrics. Work directly with Center Management to resolve any discrepancies and identify ways to promote positive interactions.

Resolve 300+ weekly customer inquiries via phone and email, consistently exceeding targets. Achieved 97% average customer satisfaction rating to date, surpassing team goal by 12%. Receives and completes all wire and stop payment requests. Input onboard information into deposit pro platform systems for all basic and complex accounts. Performs maintenance requests received by phone for check re-orders, cashier’s checks, basic loan maintenance, Debit/ATM PIN resets, loan payments, on command lockouts, change of addresses, close accounts, account transfers, and line of credit advances. Maintains current knowledge of banking regulations to ensure ongoing compliance of all basic and complex deposit accounts including business, trust, IRA, and CD accounts cross-sells banking products such as loans, credit cards, and other channels of banking such as online banking, mobile banking, and the automated voice system.

Greeted customers and ascertain what each customer wants and needs. Recommended, selected, and helped locate or obtain merchandise based on customer needs and designs. Answered questions regarding the store and its merchandise. Watched for and recognized security risks, thefts, and know how to prevent and handle these situations Arranged and displayed merchandise to promote sales.