Sarah Hodges

• Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
• Manage a book of 600 affluent clients
• Work directly with an Advisor for investments, retirement and financial planning
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Opened, closed, and updated accounts for customers.
• Coach team on how to find deeper opportunities with clients to improve their financial success

• Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
• Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
• Cultivated strong customer relationships by providing tailored advice and services.
• Assisted customers with completing required forms for opening and closing bank accounts.
• Worked closely with an Advisor in assisting affluent clients

• Met with customers to discuss service needs and develop effective and practical solutions.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Developed and maintained positive relationships with customers to build rapport and trust.
• Implemented strategies to increase customer service satisfaction ratings.
• Hired, trained and supervised team of service staff members to meet business goals.

Chosen to go to San Antonio for my outstanding efforts on the teller line.

• Identified sales opportunities and referred customers to branch partners in financial services.
• Educated customers on use of banking website and mobile apps.