Sophia Strong

• Process and assist customers with transactions accurately while engaging in conversation to uncover additional financial needs.
• Responsible for providing guidance to associates within own banking center regarding procedural, technical and/or operational changes.
• Strives to achieve monthly goals while contributing to branches monthly goals.
• Opening new accounts under the KYC /CIP process
• Consistently refers to banking partners, including but not limited to: Small business specialist, Mortgage Officers and Investment Officers.
• Handles the submitting and closing of loan applications including but not limited to: Personal Loans, Home Equity Lines of Credit, Credit Cards, Auto Loans and Person Lines of Credit.
• Effectively make outbound calls to clients to schedule appointments, help with services, and provide solutions.
• Leading the market/area in customer service surveys with consistent '10/10' perfect 10 scores.
• Earned national level for client experience.
• Strives to learn and grows for the benefit of my clients and the company.
• Passionate and driven to improve, not only my skills but also my customers lives.
• Consistently works hard to find solutions to customer issues within a timely manner.
• Has obtained my NMLS ID
• Received constant recognition for the output of loan applications and loan closings.
• Works directly with back office to resolve issues both with the system and with customers.
• Tenacious problem solver, ensuring resolution for challenges and opportunities from beginning to end including collaborating with others as required.
• Fantastic critical thinker with ability to connect seemingly separate details while keeping up to date on operational and banking regulations.
• Proficient in KYC screening during relationship establishment by documenting and corroborating the information provided by the customer as required by Global KYC.
• Delivered exceptional service through effective communication skills, empathy towards clients'' needs, problem-solving abilities, and attention to detail in daily tasks.
• Optimized branch performance by analyzing key metrics and implementing targeted action plans.

• Maintained compliance with all industry regulations while completing paperwork accurately and efficiently.
• Educated clients on the intricacies of their health insurance policies, empowering them to make informed decisions.
• Efficiently managed high-pressure situations such as claim denials or unexpected policy cancellations.
• Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
• Provided comprehensive customer service to drive client satisfaction.
• Streamlined the application process for clients, resulting in faster approvals and fewer errors.

• Works directly with back office to resolve issues both with the system and with customers.
• Tenacious problem solver, ensuring resolution for challenges and opportunities from beginning to end
including collaborating with others as required.
• Fantastic critical thinker with ability to connect seemingly separate details while keeping up to date
on operational and banking regulations.
• Proficient in KYC screening during relationship establishment by documenting and corroborating the
information provided by the customer as required by Global KYC.

• Maintained accurate records of all transactions, keeping track of daily activities for auditing purposes.
• Strengthened client relationships through consistent communication and personalized attention to individual needs.
• Balanced teller drawers and ATM cash.
• Boosted branch revenue with diligent cross-selling of various banking products and services.