Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Rebecca Boyer

Mount Pleasant,IA

Summary

Personable and dedicated Customer Service Representative with extensive experience in the financial industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

30
30
years of professional experience

Work History

Customer Service Representative

Cambridge Investment Research
Fairfield , IA
09.2021 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Improved customer service wait times to mitigate complaints.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

Assistant Branch Manager

U.S. Bank
Mt Pleasant , IA
05.2018 - 12.2019
  • Provided training to new employees on company policies and procedures.
  • Organized special events such as seminars or workshops related to banking services.
  • Provided leadership and direction to staff members in order to ensure efficient operations of the branch.
  • Conducted performance reviews, monitored employee goals, and provided feedback and coaching as necessary.
  • Ensured compliance with internal policies and procedures as well as external regulations.
  • Developed strategies for increasing customer satisfaction levels and improving service quality.
  • Coordinated marketing activities such as promotional campaigns, advertising.
  • Monitored daily operations of the branch including sales, customer service, inventory control.
  • Maintained a positive relationship with customers by responding promptly to inquiries or complaints.
  • Performed financial transactions such as deposits, withdrawals, transfers, loan payments.
  • Resolved customer issues effectively in order to maintain strong customer relationships.
  • Identified opportunities for improvement within the branch environment and implemented solutions accordingly.
  • Managed daily cash flow activities including counting cash drawers at opening and closing times.
  • Evaluated operational processes regularly in order to identify areas for improvement.
  • Supervised teller duties including balancing cash drawers and verifying accuracy of transactions.
  • Prepared monthly reports on branch activity metrics such as number of accounts opened and closed.
  • Monitored daily operations and supported Branch Manager in necessary duties.
  • Provided bank leadership in absence of branch manager.
  • Worked with regulatory representatives to complete accurate filings and maintain compliance.
  • Built client rapport through frequent individualized recommendations for financial products and services.
  • Supervised 5 branch team members and provided management with suggestions regarding performance assessments.
  • Networked within communities to identify and capitalize on business opportunities.
  • Verified cash by balancing cash drawers and maintaining cash count records.
  • Assigned duties to employees and examined work for accuracy, neatness and timeliness.
  • Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
  • Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
  • Supported outside sales force in servicing and obtaining new business.

Personal Banker

U.S. Bank
Mt Pleasant , IA
09.2016 - 05.2018
  • Provided customer service to clients, including answering questions and resolving issues.
  • Conducted account openings and closings for clients.
  • Greeted customers upon entering the bank and directed them to appropriate personnel or services.
  • Assisted customers with deposits, withdrawals, transfers, loan payments and other banking transactions.
  • Researched customer inquiries and reported findings in a timely manner.
  • Responded promptly to customer emails, phone calls and requests for information.
  • Cross-sold banking products such as credit cards, loans and investments.
  • Developed relationships with customers by providing exceptional service in order to increase sales opportunities.
  • Identified potential fraud risks on accounts and reported suspicious activities to management.
  • Maintained accurate records of all transactions conducted throughout the day.
  • Advised customers on various financial products available from the bank.
  • Processed loan applications according to established guidelines.
  • Reviewed existing accounts for accuracy of information and compliance with regulations.
  • Participated in training sessions regarding new banking products or services.
  • Promoted additional bank services through personal contact with customers.
  • Monitored changes in laws related to banking policies and procedures.
  • Recognized opportunities for cross-selling additional banking products or services.
  • Provided guidance on how best to utilize online banking tools for maximum benefit.
  • Facilitated resolution of customer disputes in a fair manner while protecting the interests of the bank.
  • Helped customers open and close accounts, apply for loans and make sound financial decisions.
  • Followed 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.
  • Educated customers on variety of retail products and digital solutions, enhancing customer experience.
  • Assisted and advised customers on using online and mobile banking systems.
  • Maintained position of trust and responsibility by keeping customer business confidential.
  • Expanded customer relationships by maintaining regular follow-up processes and rapport.
  • Met with customers to analyze financial needs and maximize sales opportunities.
  • Used product knowledge and abilities to execute consumer loans and other services.
  • Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
  • Cultivated relationships with partners to fulfill or provide appropriate referrals for clients.
  • Described promotional offers and used persuasive sales techniques to upsell services and convince clients to apply for additional banking services.
  • Recognized transaction needs and educated clients on service and digital channels to assist with self-service.
  • Maintained and built strong client relationships through quality, personalized interactions.
  • Responded promptly to customer queries and complaints to find solutions and diffuse tension.
  • Entered new account information into computers and filed related forms and other documents.
  • Executed wire transfers of funds in compliance with banking best practices.
  • Maintained customer data confidentiality while inputting information into system.
  • Used customer and bank records to investigate and correct errors upon customer request.
  • Used job-related software and computer to collect and record customer deposits, fees and issue receipts.
  • Alleviated issues quickly by getting in touch with customers and explaining steps for successful resolution.
  • Referred customers to appropriate bank personnel to meet financial needs.
  • Interviewed customers to obtain information needed for opening accounts or renting safe-deposit boxes.
  • Examined checks for endorsements to verify legality of documents.
  • Approached prospective clients through emails and cold calling to consistently meet sales targets.
  • Informed customers of procedures for depositing checks and applying for ATM cards.
  • Issued initial and replacement safe-deposit keys to customers, admitting customers to vaults.
  • Used currency-counting machine to count currency and received checks.
  • Used customer information to tailor recommendations to promote cashier's checks, travelers' checks and savings bonds.
  • Received mortgage and other loan payments by verifying payment dates and amounts due.

Universal Banker

U.S. Bank
Ottumwa , IA
02.2013 - 09.2016
  • Provided customer service to clients by answering questions, resolving complaints and processing transactions.
  • Explained banking products and services such as checking accounts, savings accounts, loans and credit cards to potential customers.
  • Assisted customers with online banking setup and troubleshooting issues.
  • Opened new accounts for customers, including checking accounts, savings accounts and certificates of deposit.
  • Processed deposits, withdrawals, loan payments and other financial transactions.
  • Verified customer identity through driver's license or other forms of identification.
  • Maintained records of customer interactions and transactions in accordance with bank policies.
  • Balanced currency, coin and checks in cash drawers at ends of shifts and calculated daily transactions using computers or calculators.
  • Cross-sold bank products such as debit cards, credit cards and overdraft protection plans to existing customers.
  • Performed fraud prevention duties by monitoring suspicious activity on customer accounts.
  • Researched account discrepancies or errors identified during audits or reviews.
  • Advised customers on how to use mobile banking applications effectively.
  • Developed relationships with business owners to promote commercial banking services.
  • Conducted outbound calls to follow up on leads generated from marketing campaigns.
  • Educated customers about the features of different types of bank accounts available.
  • Answered telephone inquiries regarding account balances, fees or general information.
  • Assisted customers with setting up direct deposits for their payroll checks.
  • Helped customers understand and use technical tools such as mobile applications and online banking.
  • Maintained cash drawer by following exact procedures for transactions and strong security protocols.
  • Set up new accounts and services for customers and explained important restrictions, benefits and requirements of each.
  • Satisfied customers by consistently delivering fast, knowledgeable services for diverse banking needs.
  • Sold, upsold and cross-sold products to bank customers to achieve revenue targets.
  • Completed routine transfers, deposits and bill payments.
  • Helped customers understand and use mobile applications and online banking.
  • Assisted customers by answering banking questions and recommending solutions.
  • 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.
  • Completed thorough and accurate documentation for money movements, deposits or withdrawals.
  • Met or exceeded sales goals by promoting bank products and services in customer interactions.
  • Advised customers on bank products, services and financial planning options.
  • Modified, opened and closed customer accounts.
  • Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
  • Maintained optimal financial controls by securing funds and making accurate transactions.
  • Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
  • Completed loan servicing procedures to assess compliance with bank and regulatory terms and conditions.
  • Researched account information regarding loans and deposits.
  • Verified amounts and integrity of every check or funds transfer.
  • Researched and resolved open items and deposit issues.
  • Reconciled cash and checks against computer records at end of shift.
  • Devised targeted solutions for various customers and offered deposit, lending and investment services.
  • Drove branch sales and portfolio growth by recommending various financial products to prospective customers.
  • Customized products and services to meet specific banking requirements.
  • Put together and executed loan documents.
  • Determined whether members met eligibility requirements for new services.
  • Adhered to bank and legal guidelines for reporting, loan approvals and money handling.
  • Met with new clients and completed pre-qualification procedures.
  • Built positive relationships with realtors to produce client referrals.
  • Attended local gatherings and networking events as bank representative to establish community relations and generate potential customer leads
  • Achieved or exceeded personal sales goals on consistent basis.
  • Networked in community, obtained referrals from customers and used sales techniques such as cold calling to increase business.
  • Balanced daily cash deposits and vault inventory with zero error rate.

Bank Teller

U.S. Bank
Ottumwa , IA
10.2012 - 02.2013
  • Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
  • Maintained confidentiality of bank records, transactions and customer information.
  • Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
  • Cross-sold bank products such as savings accounts and credit cards to existing clients.
  • Identified suspicious activity on account holders' accounts and reported any discrepancies to the supervisor immediately.
  • Performed cash handling duties including counting currency, coins and checks.
  • Balanced teller drawers regularly throughout the day according to established procedures.
  • Handled large sums of money with accuracy while maintaining appropriate levels of security.
  • Reconciled daily sales sheets with actual physical money received from customers or deposited into ATM machines.
  • Provided assistance to other tellers during peak business hours as needed.
  • Researched customer inquires regarding their accounts using internal banking systems.
  • Followed strict compliance guidelines when completing financial transactions for customers.
  • Processed loan payments by verifying funds availability prior to disbursing funds.
  • Assisted customers with basic technical issues related to digital banking platforms.
  • Resolved customer disputes promptly in accordance with bank policies and procedures.
  • Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
  • Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
  • Welcomed customers and offered pleasant service during entire transaction.
  • Reconciled cash and checks against computer records at end of shift.
  • Responded and assisted customers with account inquiries and updates.
  • Entered transactions into computer and issued customer receipts.
  • Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
  • Explained bank services, financial products and applicable fees to customers.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs.
  • Identified and reported suspicious behavior to security personnel as appropriate.
  • Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
  • Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
  • Met or exceeded sales goals by promoting bank products and services in customer interactions.
  • Maintained confidentiality of bank records and client information.
  • Took on additional shifts during busy periods to minimize staffing shortages.
  • Built and maintained client relationships through quality, personalized interactions.
  • Delivered exceptional service to customers in person or over telephone.
  • Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
  • Entered customer transactions into computers to record transactions and issue computer-generated receipts.
  • Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
  • Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
  • Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
  • Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
  • Directed specific questions to appropriate branch personnel.
  • Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
  • Resolved problems or discrepancies concerning customers' accounts.
  • Balanced daily cash deposits and vault inventory with zero error rate.
  • Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
  • Performed special services for customers, ordering bank cards and checks.
  • Verified amounts and integrity of every check or funds transfer.
  • Received mortgage and other loan payments, verifying payment dates and amounts due.
  • Leveraged customer service and sales abilities to consistently meet performance goals.
  • Processed term deposits, retirement savings plan contributions and mail deposits within processing time limits.
  • Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks.
  • Liaised between bank branches regarding best practices and operations.

Master Hairstylist

Great Clips
Ottumwa , IA
02.1994 - 09.2012
  • Provided consultation services to clients about their desired hairstyle, hair care and styling products.
  • Created custom styles for special occasions such as weddings and proms.
  • Maintained accurate records of client visits, product sales and other activities in the salon.
  • Utilized various tools including scissors, combs, curling irons and blow dryers to style hair.
  • Collaborated with other salon professionals to ensure quality service delivery to customers.
  • Implemented safety protocols while using chemicals during treatments or performing chemical services such as perms or relaxers.
  • Ensured all supplies were stocked properly in order to provide efficient customer service.
  • Conducted weekly inventory checks of professional products used in the salon.
  • Advised customers on different types of haircare products available for purchase.
  • Ensured that all work areas were kept clean and sanitized throughout the day.
  • Attended continuing education classes to stay current on industry trends.
  • Greeted customers upon arrival at the salon and provided them with a positive experience.
  • Maintained knowledge of current trends in hair design through magazines, educational seminars and workshops.
  • Demonstrated excellent customer service skills by providing friendly advice and recommendations on hairstyles.
  • Identified potential problems related to scalp health or damage from over-processing prior to performing any treatment services.
  • Applied appropriate techniques for achieving desired results based on individual needs.
  • Took responsibility for keeping up with licensure requirements mandated by state regulations.
  • Assisted with basic bookkeeping, filing and maintaining clients' records.
  • Fostered clean and sanitary work environment to protect customers and staff from infection.
  • Introduced modern techniques to style and stay up to date with newest trends in hair, nails and makeup.
  • Increased sales by providing exceptional service and maintaining positive and energetic attitude.
  • Backed up reception desk by answering phones, scheduling appointments and processing payments.
  • Met with new clients and provided successful hair consultations detailing expectations for color, style and cut.
  • Recommended treatment and styling products to customers to meet current needs or resolve specific concerns.
  • Evaluated client hair type, condition and desired outcome to determine ideal services.
  • Kept notes listing preferences and services provided to clients for quick reference.
  • Provided comprehensive hair treatments for various types of hair.
  • Stayed up-to-date on current and emerging trends to increase professional value and meet diverse client needs.
  • Collected payment from customers and scheduled next appointments.
  • Scheduled appointments for customers using internal software system.
  • Evaluated client's hair and physical features to determine style and cut plans.
  • Suggested, used and marketed appropriate products to clients for skin, nail and hair care to increase company profit.30
  • Washed, conditioned, cut and styled hair for over 30 daily clients and maintain high levels of customer satisfaction.
  • Kept work stations clean and sanitized scissors, combs and other styling tools.
  • Customized styles, services and products to suit client needs and maintain customer satisfaction.
  • Ordered, displayed and maintained supplies.
  • Updated and maintained customer information records and beauty services provided.
  • Operated cash registers to receive payments from patrons.
  • Used curlers, rollers and curling irons to press and curl hair.
  • Cut, trimmed and shaped hair or hairpieces using clippers and scissors.
  • Shampooed, conditioned and dried hair and scalp or hairpieces.
  • Analyzed patrons' hair and other physical features to determine and recommend beauty treatment or suggest hair styles.
  • Offered clients catalog showcasing hairstyle, cut and color options to meet individual preferences.
  • Combed, brushed and sprayed hair or wigs to set style.
  • Applied water or setting, straightening or waving solutions to hair.
  • Trimmed and shaped beards and mustaches.

Education

Associate of Arts - Cosmetology

Iowa School of Beauty
Ottumwa, IA
04-1993

Skills

  • Complaint Resolution
  • Information Security
  • Call Management
  • Paperwork Processing
  • Inbound and Outbound Calling
  • Data Collection
  • Data Entry
  • Account Updating
  • Administrative Support
  • Multi-Task Management
  • Critical Thinking
  • Document Control
  • De-Escalation Techniques
  • Reading Comprehension
  • Follow-Up Skills
  • Problem Resolution
  • Professional Telephone Demeanor
  • Dispute Resolution
  • Researching
  • Client Relations
  • Problem-Solving Abilities
  • Office Equipment Proficiency
  • Sales Expertise
  • Active Listening
  • Financial Industry Regulations Knowledge
  • Customer Service
  • Customer Relations
  • Call Center Operations
  • Filing
  • Courteous Demeanor
  • Prioritization
  • Documentation
  • Research
  • High-Energy Attitude
  • Complaint Handling
  • Microsoft Outlook
  • Computer Proficiency
  • Proofreading
  • Microsoft PowerPoint
  • Customer Relationship Management (CRM)
  • Typing Proficiency
  • Grammar
  • Positive and Professional
  • Adaptive Team Player
  • Clerical Support
  • Building Rapport
  • Microsoft Office Suite
  • Tactful and Diplomatic

References

References available upon request.

Timeline

Customer Service Representative

Cambridge Investment Research
09.2021 - Current

Assistant Branch Manager

U.S. Bank
05.2018 - 12.2019

Personal Banker

U.S. Bank
09.2016 - 05.2018

Universal Banker

U.S. Bank
02.2013 - 09.2016

Bank Teller

U.S. Bank
10.2012 - 02.2013

Master Hairstylist

Great Clips
02.1994 - 09.2012

Associate of Arts - Cosmetology

Iowa School of Beauty

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Rebecca Boyer