Shikina Crafton

• Developed and maintained courteous and effective working relationships.
• Demonstrated expertise in diverse banking platforms, consistently staying updated on industry trends and product offerings to better serve clients.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Worked effectively in fast-paced environments and handled various accounting transactions.
• Passionate about learning and committed to continual improvement.
• Delivered comprehensive financial guidance through regular consultations with clients, cultivating trust and loyalty over time.
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Strengthened customer relationships with proactive communication and timely resolution of queries or concerns.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
• Provided exceptional service through accurate and efficient management of teller line duties while maintaining strict confidentiality standards.
• Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
• Referred customers to other banking departments for specialized services.
• Optimized workflow processes within the branch by implementing best practices in organization and time management techniques.
• Assisted branch manager in meeting sales targets by executing various marketing strategies and initiatives.

• Consulted with clients to assess and meet short- and long-term financial goal.
• Developed and deepened relationships with new and existing clients to advance progress and improve business.
• Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
• Ordered checks, placed stop payment orders, and conducted additional special services for customers.
• Adhered to financial services security and audit procedures. Maintained confidentiality of bank records and client information.
• Met or exceeded sales goals by promoting bank products and services in customer interactions.
• Identified and reported suspicious behavior to security personnel as appropriate.
• Opened new checking, savings and lines of credit for customer accounts. Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
• Built and maintained client relationships through quality, personalized interactions.
• Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
• Performed transactional, operational and customer support tasks through knowledge of bank procedures and products.
• Delivered exceptional service to customers in person or over telephone.
• Used a strong knowledge of banking products and services to confidently educate customers about features, benefits, and pricing.
• Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
• Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
• Performed basic administrative tasks regarding banking products by handling phone calls, inquiries, and emails.

• Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
• Drove operational efficiency, building customer rapport to foster loyalty and increase sales.
• Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
• Observed corporate and federal regulatory policies in terms of data security, privacy, and confidentiality.
• Spent ample time with each applicant to break down complex information into terms that easy to understand.
• Reviewed credit histories from applicants and determined feasibility of granting requested loans.
• Analyzed applicants' financial status, credit, and property evaluation to determine feasibility of granting loan.
• Executed loan origination process and ordered credit reports, appraisals, and preliminary title reports.
• Educated customers on variety of loan products and available credit options to promote valuable decision-making.
• Performed daily maintenance of loan applicant database.
• Obtained and compiled copies of loan applicants' credit histories, corporate financial statements and other financial information to update credit and loan files.
• Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
• Approved loans and specified terms, referring applications outside those limits to.
• Assessed feasibility of loan approval by reviewing financial histories, available credit, and current employment.
• Met with applicants to obtain information to streamline loan application process, fielding questions regarding steps.

• Investigated and resolved issues to maintain billing accuracy. Sent adjustments and credit memos to customers.
• Performed data import, scanning or manual keying processes to verify invoice accuracy.
• Answered customer account inquiries and provided resolution.
• Processed and documented transactions in company database.
• Notified customers of delinquent accounts with attempt to collect outstanding amounts.
• Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
• Processed payments over phone and set up recurring drafts.
• Received payment and posted to appropriate customer accounts.
• Recorded and updated customer personal accounts with accurate contact information.
• Met demands of busy collections group by performing high volume of daily calls.
• Overcame objections by applying advanced training and persuasion techniques.
• Prepared packages containing all pertinent documentation for collections accounts.

· Accounts Payable and Receivable: Handled all invoices and purchase orders, reviewed invoices, and expense reports to monitor expenditures.

· Consulted with customers in making payments on accounts, informing them about billing procedures, processed payments, and provided payment options.

· Completed outbound collection calls and emails to encourage customer payment of overdue invoices. Documented conversations with customers to track requests, problems, and solutions.

· Made outbound calls to obtain account information, delivery of orders and troubleshot missed delivery dates, shortages, and overages.

· Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

· Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion. De-escalated problematic concerns, while maintaining a calm and friendly demeanor.

· Asked probing questions to determine service needs and accurately input information into electronic systems.

· Remained constantly aware of customer activity to ensure safe and secure shopping environment.

· Secured client retention by driving service and product benefits, features and recommendations around clients' needs.

· Trained new employees on procedures and policies to maximize team performance.

· Strengthened traceability by developing organization systems for client contracts, records, reports, and agendas.