Ryoanné Childs
Orange Park,FL
Summary
Top-performing professional with substantial experience in banking, finance and training development. Dedicated to establishing long-term relations with customers to demonstrate trust and increase customer retention. Adept at understanding customer needs to recommend appropriate banking solutions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Member Service Officer
First Florida Credit Union
Orange Park, FL
08.2020 - 11.2023
- Exhibited high energy and professionalism when dealing with clients and staff.
- Implemented and developed customer service training processes.
- Created and maintained detailed database to develop promotional sales.
- Trained new hires on processes and procedures
- Explain loan programs to members and recommend loan options
- Process loan applications and forwards to underwriters for decision
- Prepare and/or review all loan documents for completeness and accuracy
- Disburse approved loans in a timely manner
- Identify cross-sell opportunities and cross-sell same to members
- Follow up with members after loan disbursement either by mail or phone inclusive of member onboarding calls
- Responsible for compliance with Credit Union policies including Bank Secrecy Act and Customer Identification Program
- Process mortgage product applications and assist members with obtaining required documentation
- Resolve member complaints in a timely manner.
- Answered over 50+ calls per day relating to customer and member products and services.
Retail Personal Banker II
Fifth Third Bank
Jacksonville
05.2018 - 08.2020
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Worked with clients and finance companies to find optimal solutions for financing.
- Use consultative sales process and Financial Needs Assessment to build a thorough customer profile and identify current and future financial needs
- Maintain in-depth knowledge of Retail consumer and small business products/services and recommend appropriate solutions using our value proposition
- Primarily focused on cross-selling to existing customer base and engaging in outside sales activities (i.e
- Membership Advantage onsite presentations, business sales calls, community financial literacy events, etc.) as directed
- Establish close working relationships with assigned Business Partners (Mortgage, Small Business, Commercial and Investment), referring customers when appropriate to provide timely, and holistic financial solutions
- Consistently meet/exceed customer experience and individual/team production goals and enhance year-over-year revenue growth as measured by the Financial Center P&L
- Provide guidance to CSRs with respect to sales and referral processes
- Promote customer satisfaction with a friendly, helpful demeanor and professionalism
- Act with confidence by answering customer questions and owning customer issues
- Participate in the consumer loan and bankcard process, owning sourced loans from application through closing
- Participate in opening/closing process of the Financial Center as directed by the Financial Center Manager
- Keep up to date on Retail procedures in place to mitigate fraudulent activity and unnecessary risk or exposure.
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
Member Relationship Specialist II
VyStar Credit Union
Jacksonville
07.2018 - 06.2019
- Identified cross-selling opportunities through an in-depth understanding of members'' financial situations and needs.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Effectively interviewed members and potential members to determine the appropriate products and services to offer
- Opens new savings, checking and money market accounts
- Processes loan applications for credit cards, lines of credit, and signature loans
- Processes auto pre-approved drafts, refinances and individual sales
- Performs loan maintenance when necessary
- Assists members with closing loans and reviewing loan documents
- Counsels members on financial matters
- Handles the processing of and closing of deceased accounts
- Performs accounts maintenance, which includes but is not limited to: changes to personal information, adding and removing joint members, check ordering, online banking enrollment, automatic transfers and stop payments
- Acts as a Branch Receptionist when assigned
- Opens, closes and balances a cash drawer as required by the branch.
Account Resolution Specialist II/Collections
Sunstate Federal Credit Union
Gainesville
06.2014 - 07.2018
- Improved account reconciliation accuracy by implementing new tracking systems and tools.
- Participated in process improvement initiatives aimed at optimizing workflows for greater efficiency within the accounts receivables department.
- Developed and updated databases to handle customer data.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Contacts delinquent accounts by phone and mail; takes appropriate action to bring accounts current
- Researches and takes action as needed on negative share, visa and loan accounts
- Creates workout options to assist members as to reduce the risk of loss to the credit union
- Maintains files and reports on all collections activity
- Maintain accurate thorough data entry in the collection queue and notate all collection activity
- Makes recommendations to close or charge off negative share and delinquent loan accounts
- Analyzes financial situation of delinquent borrowers
- Works closely with collections supervisor to decrease share and loan delinquency.
- Collaborated with cross-functional teams to identify root causes of customer complaints and develop solutions.
Education
Bachelor of Arts - Human Resource Management
Saint Leo University
Tampa, FL05.2024
Associate of Arts - Business Administration and Management
Florida State College At Jacksonville
Jacksonville, FL02.2022
Skills
- Microsoft Office
- Customer Service
- Expense Management
- Leadership
- Time Management
- Conflict Management
- Talent Acquisition
- Data Analysis
- Quality Control
- Training and Development
- Lending
- Cash management
- Mortgage servicing
- Bank Secrecy Act
- Fraud prevention and detection
- Presentation skills
- Training delivery
- Organizational skills
- Process Improvement
- Call Center Operations
- Work Prioritization
Additional Information - Accomplishments
- Proficiency in Microsoft Office Productivity Suite
- Proficiency in Symitar and Teller Navigator
- Excellent interpersonal, communication, organizational, leadership, planning skills, and meticulous attention to detail and accuracy in work product
- NMLS Certified
- Notary Certified
- Good listening and telephone skills
Personal Information
- Willing To Relocate: Anywhere
- Title: Training and Finance Professional
Timeline
Member Service Officer
First Florida Credit Union
08.2020 - 11.2023
Member Relationship Specialist II
VyStar Credit Union
07.2018 - 06.2019
Retail Personal Banker II
Fifth Third Bank
05.2018 - 08.2020
Account Resolution Specialist II/Collections
Sunstate Federal Credit Union
06.2014 - 07.2018
Bachelor of Arts - Human Resource Management
Saint Leo University
Associate of Arts - Business Administration and Management
Florida State College At Jacksonville