Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rachel Houck

Pen Argyl,PA

Summary

Accomplished at First Northern Bank, I leveraged strong problem-solving and customer service skills to enhance service efficiency by 30%. Adept in money handling and fostering client relationships, my proactive strategies significantly improved customer satisfaction and operational workflows.

Overview

8
8
years of professional experience

Work History

Senior Service Representative

First Northern Bank
08.2021 - Current


  • Exceeded sales targets through upselling and cross-selling of products and services.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Trained new personnel regarding company operations, policies and services.

Universal Banker

Fidelity
05.2020 - 08.2021
  • Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
  • Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
  • Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
  • Improved customer satisfaction by providing personalized banking solutions and addressing client needs promptly.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
  • Identified customer financial needs through in-person efforts, cold calls, referrals, and marketing while providing strong product knowledge and quality service.
  • Facilitated smooth transactions by adeptly handling cash deposits, withdrawals, check processing, and loan payments.
  • Provided exceptional service through accurate and efficient management of teller line duties while maintaining strict confidentiality standards.
  • Strengthened customer relationships with proactive communication and timely resolution of queries or concerns.
  • Maintained accuracy in daily transaction reporting, reconciling discrepancies promptly to ensure seamless accounting operations within the branch.
  • Educated customers on various banking products and services, empowering them to make informed financial decisions aligned with their personal goals.
  • Collaborated with team members to achieve branch performance metrics, fostering a positive work environment.
  • Ensured a consistent and positive customer experience by upholding high standards of professionalism, courtesy, and responsiveness in all interactions.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Delivered comprehensive financial guidance through regular consultations with clients, cultivating trust and loyalty over time.
  • Increased referral rates by forging strong connections with customers and identifying potential business development opportunities.
  • Displayed knowledge and proficiency in explaining, selling and administering products and referred customers to appropriate resources for enhanced services.
  • Trained and mentored junior banking staff to maximize performance, efficiency, and compliance.
  • Assisted branch manager in meeting sales targets by executing various marketing strategies and initiatives.
  • Contributed to a high-performing team culture by actively participating in training sessions, staff meetings, and ongoing professional development opportunities.
  • Demonstrated expertise in diverse banking platforms, consistently staying updated on industry trends and product offerings to better serve clients.
  • Enhanced cross-selling capabilities by offering tailored financial products and services to existing clients.
  • Balanced teller drawers and ATM cash.
  • Opened, closed, and updated accounts for customers.
  • Developed and maintained strong customer relationships, providing exceptional service and advice.
  • Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
  • Educated customers on features and benefits of banking products and services.
  • Assisted customers with banking needs and inquiries.
  • Educated customers on online banking and mobile banking applications.
  • Executed wire transfers, stop payments and account transfers.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Maintained friendly and professional customer interactions.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Trained new hires on customer service policies and procedures.
  • Performed account maintenance by closing out accounts and changing customer addresses.
  • Processed wide variety of retail banking transactions for personal and commercial customers.
  • Cross-sold credit cards, loans and other bank products.
  • Received loan and utility payments, sending funds to correct destinations.
  • Arranged monies received in cash boxes and coin dispensers according to denomination.
  • Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
  • Processed applications for new accounts.

Bank Teller

Merchants Bank
03.2019 - 05.2020
  • Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
  • Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Processed customer transactions promptly, minimizing wait times.
  • Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
  • Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
  • Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Counted and packaged currency and coins.
  • Provided exceptional customer service, resulting in increased client retention and loyalty.
  • Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
  • Reconciled cash drawer and resolved discrepancies.
  • Educated customers on use of banking website and mobile apps.
  • Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
  • Logged cashier's checks and other transactions to maintain accurate account records.
  • Turned in excess cash to maintain drawer security.
  • Audited fellow teller currency to contribute to dual-control procedures.
  • Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
  • Processed loan payments accurately, contributing to the overall efficiency of branch operations.
  • Exceeded personal sales goals consistently by proactively engaging with customers and identifying their financial needs.
  • Assisted customers with compromised debit cards and issued new credentials.
  • Enhanced branch sales through cross-selling bank products and services to customers.

Bakery Associate

Weis
07.2018 - 06.2019
  • Packaged customer purchases with care and strong organizational skills to facilitate easy carrying and prevent product shifting.
  • Ensured food safety compliance by following strict guidelines for storage, handling, and preparation of baked goods.
  • Performed routine equipment maintenance tasks such as cleaning mixers, ovens, or utensils to maintain optimal functionality and prevent potential hazards.
  • Provided support to other departments within the store as needed, fostering a collaborative work environment.
  • Arranged bakery displays to showcase baked goods, cakes, and pies to drive product sales.
  • Trained new bakery staff on company policies and POS system use to maximize job satisfaction, expertise, and team performance.

Cashier

Weis
07.2016 - 11.2018
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.

Education

Associate Of General Studies - Special Education

Northampton Community College
Bethlehem, PA

Pen Argyl High School
Pen Argyl, PA
2015

Skills

  • Strong work ethic
  • Empathy and patience
  • Goal-oriented mindset
  • Training and mentoring
  • Customer service
  • Problem-solving
  • Time management
  • Multitasking and organization
  • Verbal and written communication
  • Money handling
  • Decision-making
  • Relationship building
  • Product knowledge
  • Scheduling
  • Product sales
  • Sales expertise
  • Stress management

Timeline

Senior Service Representative

First Northern Bank
08.2021 - Current

Universal Banker

Fidelity
05.2020 - 08.2021

Bank Teller

Merchants Bank
03.2019 - 05.2020

Bakery Associate

Weis
07.2018 - 06.2019

Cashier

Weis
07.2016 - 11.2018

Associate Of General Studies - Special Education

Northampton Community College

Pen Argyl High School

Similar Profiles

CREATE PROFILE
Rachel Houck