Sofia Estimable Charles
Financial Professional
Greensboro,NC
Summary
Customer Service Representative bringing excellent skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
Customer Relationship Advocate
Fidelity Investments
4 2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues
- Met customer call guidelines for service levels, handle time and productivity resulting in 6.37 CPH
- Maintained up-to-date knowledge of product and service changes.
- Educated clients on digital trading tools
- Processed daily transaction requests such as contributions, distributions, trades, corporate actions
Universal Banker
BB&T/ Suntrust Bank now Truist
2022.09 - 2023.04
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions
- Served as secondary contact for new account openings and problem resolution.
- 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 positive work environment
- Enhanced cross-selling capabilities by offering tailored financial products and services to existing clients
Consumer Lending Administrator
Teachers Federal Credit Union
2022.04 - 2022.09
- Performed quality control review of all booked credit card applications
- Processed credit card transactions such as: balance transfers, replacement cards, statement copy requests, release holds, set up recurring payments, credit balance refund and miscellaneous requests.
- Processed remittance payments from collection agencies
- Analyzed and process monthly credit card maintenance reports.
- Acted as liaison between members, consumer lending processors and regional lending specialists.
Financial Services Representative
Teachers Federal Credit Union
2019.09 - 2022.04
- Built and strengthened Member relationships
- Opened new accounts, IRAs, CDs
- Submitted, Booked and disbursed loan applications and review all documents
- Discussed loan options with members based on their financial needs.
- Recommended loan protection products (gap insurance, life and disability insurance)
- Utilized CRM software to maximize members experiences
- Followed leads and reach out to potential new members
- Followed referrals and call members to discuss new products and cross-sell other products or services
- Partnered with other departments to generate and follow leads and referrals
Teller
Teacher Federal Credit Union
2019.09 - 2020.09
- Built and strengthened member relationships
- Processed deposits, withdrawals, loan payments and other transactions
- Sold negotiable items
- Recommended products and services
- Balanced teller drawer daily
- Assisted in daily proofing of General Ledger
Education
Bachelor of Science in Business Marketing -
CUNY Bernard M Baruch College
NY, NY 2021.01 - 2022.05
ASSOCIATE in BUSINESS ADMINISTRATION -
Suffolk Community College
Brentwood, NY 2018.01 - 2020.05
DIPLOMA in ADMINISTRATIVE ASSISTANCE -
Christ The King Secretarial School
2014.01 - 2016.05
Skills
Excellent Communication - Customer Relations - Active Listening - Relationship Building
Timeline
Universal Banker
BB&T/ Suntrust Bank now Truist
2022.09 - 2023.04
Consumer Lending Administrator
Teachers Federal Credit Union
2022.04 - 2022.09
Bachelor of Science in Business Marketing -
CUNY Bernard M Baruch College
2021.01 - 2022.05
Financial Services Representative
Teachers Federal Credit Union
2019.09 - 2022.04
Teller
Teacher Federal Credit Union
2019.09 - 2020.09
ASSOCIATE in BUSINESS ADMINISTRATION -
Suffolk Community College
2018.01 - 2020.05
DIPLOMA in ADMINISTRATIVE ASSISTANCE -
Christ The King Secretarial School
2014.01 - 2016.05
Customer Relationship Advocate
Fidelity Investments
4 2023 - Current