Tinisha Overby
Cincinnati,OH
Summary
Results driven professional banking specialist leveraging 10+ years of proven expertise in financial services, client relationship management, and sales strategies. Adept at fostering collaborative team environments and delivering impactful results. Skilled in financial advising, account management, and cross-selling, with strong adaptability to evolving client needs. Highly-knowledgeable in Mortgage loans, Escrow accounts, Installment Loans, credit cards, Auto Loans, and DDA offerings, while utilizing strong and efficient customer service skills. Collaborative team player diligent about contributing to achievement of group goals. Along with being an Cheerful and upbeat professional with history of exceeding customer and patron expectations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Financial Relationship Banker
The Huntington National Bank
06.2021 - Current
- Streamlined account opening processes, improving turnaround time and client onboarding experience.
- Assessed customer needs to recommend banking products, enhancing overall client satisfaction and retention.
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Expanded client base through effective networking and referral generation, leading to increased business opportunities.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Collaborated with branch team members to improve overall performance and achieve sales targets consistently.
- Processed loan applications and verified borrower information for accuracy and compliance.
- Collaborated with underwriters to resolve discrepancies and expedite loan approvals.
- Assisted clients in understanding the intricacies of their loan agreements through clear explanations and consistent communication throughout the process.
- Assisted in training new team members, sharing knowledge and expertise to foster a high-performing work environment.
Escalation Specialist
Fifth Third Bank
08.2019 - 05.2021
- Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
- Escalated Customer complaint call while providing efficient problem solving suggestions, correcting customer accounts via RAFT, TSYS, Vantiv IQ, and Compass. Also reviewing customer account documentation via Mobius, web request, and File Net when needed.
- Worked with Cares Support Representatives to develop customer service improvement initiatives.
- Improved productivity by providing CSR performance feedback for corrective action.
- Increased customer satisfaction ratings 98% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Trained new employees on procedures and policies to maximize team performance.
- Consulted with internal back office support regarding checking/savings accounts, mortgage and escrow, Credit cards, and installment loans needs while addressing complex customer concerns and creating customer care cases when needed.
Inbound Call Center Sales Representative
Fifth Third Bank
05.2018 - 08.2019
Tinisha
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Coordinated topics with call center scripts to handle consumer questions, delivering appropriate answers.
- Attended educational seminars and conferences to develop expertise and improve performance.
- Achieved sales targets on monthly basis by signing clients up for services based off accounts survey, handling customers financial needs and overseeing completion of new account and services.
- Boosted opportunities by 98.5% through exceptional sales ability and strong interpersonal skills with persuasive, positive and confident approach.
- Provided timely, courteous and knowledgeable responses to information requests regarding checking, savings, cd's and investment services, mortgage loans/escrow, and credit card services.
Store Manager
LoanMax Title Loans
05.2014 - 05.2018
- Improved store status by implementing process improvements and identifying performance gaps for corrective action.
- Processed daily paperwork, balanced register drawers, produced staffing schedules and prepared deposits.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Updated store pricing, signage and merchandising to promote specials, sales and discounts.
- Oversaw POS operations and cash management to reduce errors.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Reviewed lien documents for accuracy and compliance with state regulations.
- Collaborated closely with legal counsel to resolve complex title issues, ultimately protecting the company''s interests in each case successfully.
- Expedited the release of satisfied liens by efficiently coordinating with relevant parties and overseeing document preparation.
Education
High School Diploma -
Withrow University High School
Cincinnati, OH05.2010
Skills
- Call Center Operations
- Customer relations
- Data evaluation
- Quality control
- Shipping and receiving understanding
- Employee coaching
- Report creation
- Conflict mediation
- Senior leadership support
- Inbound and outbound calls
- Product and service understanding
- Problem resolution
- Report generation
- Retail sales customer service
- Store maintenance
- Adaptive team player
- Sales expertise
- Accurate cash handling
- MS Office proficient
- Staff training and development
- Schedule management
- Financial advising
- Loan origination
- Account management
- Fraud detection
Certification
- CNP - Certified Notary Public
- NMLS Licensed
Timeline
Financial Relationship Banker
The Huntington National Bank
06.2021 - Current
Escalation Specialist
Fifth Third Bank
08.2019 - 05.2021
Inbound Call Center Sales Representative
Fifth Third Bank
05.2018 - 08.2019
Store Manager
LoanMax Title Loans
05.2014 - 05.2018
High School Diploma -
Withrow University High School