Summary
Overview
Work History
Education
Skills
Timeline
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Tomika Hubbard

Pearland,TX

Summary

  • Highly reliable individual skilled in communicating and providing information regarding services and products. Excels in high-pressure environments. Highly adept at cross-selling through promotion and in-depth knowledge. Excellent team player with strong multi-tasking, Problem-solving and organizational skills. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive success. Passionate about servicing and collaborating with others to meet goals.
  • Three years of managerial experience in retail banking.
  • 20+ years of customer service.
  • Assisted with content for creation of a search engine within the workplace.
  • Effective Problem solving and effective communication skills.
  • Five years of experience in the Healthcare industry.
  • Currently Pursuing Master's degree in Social work for Fall 2024.

Overview

16
16
years of professional experience

Work History

Assistant Financial Center Manager

Simmons Bank
03.2024 - Current


  • Assisted customers with banking transactions, enrollment in online banking, identified and serviced customer needs and resolved issues.
  • Assisted customers in selecting appropriate investment options based on their financial goals, building trust as a knowledgeable advisor.
  • Streamlined banking operations by implementing efficient processes Assisted customers with banking transactions, identified and serviced customer needs and resolved issues and procedures.
  • Improved loan portfolio quality by conducting thorough credit analysis on prospective borrowers before approving loans or lines of credit.
  • Boosted employee morale through recognition initiatives, leading to increased productivity levels across the team.
  • Increased cross-selling opportunities by creating targeted marketing campaigns tailored towards existing clients'' needs.
  • Managed daily branch activities for optimal performance, ensuring compliance with banking regulations.
  • Facilitated open communication channels between staff members and senior leadership, promoting transparency in decision-making processes.
  • Assisted in the recruitment of high-quality talent, contributing to a strong workforce capable of meeting bank objectives.
  • Collaborated with bank management to develop strategic plans for business growth and expansion.
  • Observed, coached and developed bankers in support of reaching performance objectives.
  • Collaborated with bank manager and teller supervisor on scheduling, hiring decisions and monthly audits.


Senior Relationship Banker

First Horizon
04.2022 - 05.2023
  • Contributed to a positive, ethical, and respectful working environment
  • Provided legendary customer service, going above and beyond the initial request
  • Built customer relationships by listening to their needs and determining which products will meet financial goals
  • Maintained knowledge and understanding of required documents to open/renew accounts as well as products and services offered
  • Adhered to all security and compliance procedures for protection of the bank assets, including consistent use of dual control
  • Maintained customer confidentiality at all times
  • Provided feedback and follow-up to associates on performance while teaching and supporting company policies and procedures
  • Supported teller transactions providing assistance with deposit products, loans, and lines of credit
  • Trained employees to earn more sales, retain current customer base, resulting in the expansion of the branch's customer base.

Care Management Coordinator, Interim Supervisor

Colorado Access
01.2019 - 12.2021
  • Assisted clients from an inbound call queue who needed help navigating their physical, social, and behavioral health
  • Formulated, educated, and implemented an individualized care plan that addressed the client's physical, social, and behavioral needs
  • Identified quality of care issues including gaps in client's care/case management needs
  • Assisted Social Workers with patient's treatment plans using motivational interviewing
  • Educated clients on what is available compared to their individual needs
  • In addition, offering community resources including food, financial assistance, utilities, home health services, transportation, housing, dental care and information on health and wellness topics are provided as well
  • Collaborated with the Care Management team including Social Workers, training on desktop procedures and workflows for documenting calls on a needed basis
  • In addition, these training materials are used to coordinate the best care for our clients
  • Collaborated with Providers and Care Management department including Social workers for further coordination of physical and behavioral health outside of scope
  • Handled inbound and outbound client calls involving various health programs to for coordination of physical, behavioral, and social resources
  • Assisted with high priority referrals from the State of Colorado within the Criminal Justice box to designated Care Managers/Social Workers for further care coordination
  • Interviewed potential clients to obtain data about their financial resources and needs, the physical condition of the customer
  • Monitored and assisted with high priority client referrals from the State of Colorado within the Criminal Justice box to designated Care Managers and Social workers for further care coordination
  • Monitored phone queues for forced released times, abandon calls, overall capturing intake and outbound calls and activity of the department
  • Facilitated Resources, Orientation and Welcome training for new hires
  • Assigned and spot check outreach list for various program
  • Developed and created training schedules for new hires and temporary employees
  • Facilitated weekly team meetings and 1X1 meeting for sharing company updates, expectations, and making sure employees feels connected and valued within the company
  • Pulled reports to verify log in time and adherence to schedules
  • In addition, entering and approving timecards
  • Monitored voicemails from clients and assigned callbacks to team members
  • Maintained tracking and monitoring of assigned referrals at all levels of review for instant retrieval
  • Built team morale and interdepartmental rapport on a consistent basis, using effective problem solving and motivational strategy
  • Strong problem solving and critical thinking abilities
  • Participated in the process of educating providers on managed care.

Billing Account Services Senior Associate

Cigna Healthcare
09.2016 - 07.2018
  • Provided world class helpline customer service
  • Conducted analysis of multifaceted problems/ issues, proposes recommended solutions and drive resolution
  • Communicated timely important complex information to appropriate levels of the organization
  • Assisted with technical / investigation and troubleshooting skills
  • Facilitated discussion / solutions with partners and acts as a subject matter expert on all Client Resources portal related applications / reporting
  • Supported the creation and amendment of security access for portal use
  • Followed basic inventory management disciplines for managing workload
  • Communication and behaviors support the Client First focus, while demonstrating diversity and ongoing support for team members
  • Exercised due diligence in following operational risk policies, procedures, standards, and guidelines
  • Understood and accepted change as it relates to their role and commitment to client fulfillment
  • Collaborated with medical providers and office management to determine billing and documentation policies and ensure compliance
  • Researched insurance policies/eligibility and educated the plan administrators and brokers.

Late Stage Account Manager

Santander Consumer USA
04.2013 - 09.2016
  • Collected in accordance with all state and federal laws inclusive of Fair Debt Collection Practices Act (FDCPA)
  • Met assigned standards and expectations as required
  • Ensured accounts are worked according to business strategy and within Quality Assurance guidelines
  • Determined the reason for delinquency and assist the customer in resolving the problem permanently, to avoid any further delinquencies
  • Educated and advised our customers about the terms of their contract
  • Adhered to our company's policies and procedures
  • Contributed to a positive work environment
  • Analyzed and reviewed data tools, business processes and operational standards to execute service delivery
  • Accountable for the day-to-day support of consumer loan and lease accounts in all stages and statuses to ensure that payments are received in a timely manner and to minimize losses
  • Ensured adherence to internal policy and external regulations
  • Supports respectful customer experiences throughout life of loan
  • Provided quality customer service to secure payment arrangements for customers who are past due on their accounts in recovery.

Assistant Operations Manager

TCF Bank
04.2012 - 08.2012
  • Provided overrides, processed atm settlements, prepared cash shipments, conducted cash and negotiable items
  • Assisted the branch manager with ensuring the branch met and exceeded goals
  • Motivated, coached, and trained employees to earn more sales, retain current customer base, resulting in the expansion of the branch's customer base
  • Reconciled transactions by comparing and correcting data
  • Managed inventory control functions and product file maintenance
  • Processed customer credit requests and initiated and approved vendor debits
  • Provided detailed front to back process knowledge to support daily branch business operational activity including overseeing and performing operational approvals
  • Performed supervisory functions and approvals and authorities as delegated by the Branch Manager
  • Performed operational approvals such as account opening and maintenance, funds/ securities disbursements, client account and activity monitoring, correspondence and communication with the public and trade errors and corrections
  • Ensured that service issues are properly addressed and resolved in a timely manner
  • Provided education, know-how and expertise on various products and processes handled by Operations.

Customer Service Representative/Store Supervisor

TD Bank
10.2008 - 01.2012
  • Contributed to a positive, ethical, and respectful working environment
  • Oversaw appropriate management of compliance with all regulations, policies, and procedures
  • Coached to ensure customer issues are handled appropriately
  • Assisted the Assistant and Branch Manager with giving overrides, conducting daily huddles, building our company's pipeline
  • Processed credit card, personal, mortgage, auto loan applications daily
  • Received recognition for bringing in new business during bank at work events
  • Delegated tasks to support the operation of the front-end that included cleaning and restocking
  • Provided overrides, processed atm settlements, prepared cash shipments, conducted cash and negotiable items
  • Provided feedback and follow-up to associates on performance while teaching and supporting company policies and procedures
  • Supported Customer Services Associates with accurate financial services information (money orders, money transfers, bill payments, etc.)
  • Used company website to search for instructions for standards on procedures, policies, applicable laws, and regulations.

Education

Bachelor of Science - Business Management

University of Phoenix
Phoenix, AZ

Associates of Arts - Business

University of Phoenix
Phoenix, AZ

Skills

  • Facets
  • Microsoft Excel
  • Microsoft Word
  • Microsoft PowerPoint
  • Microsoft Outlook Access
  • Microsoft OneNote
  • Microsoft One Drive
  • Microsoft Teams
  • Quality assurance controls
  • Performance metrics
  • Issue and conflict resolution
  • Employee retention strategies
  • Staff supervision
  • Schedule management

Timeline

Assistant Financial Center Manager

Simmons Bank
03.2024 - Current

Senior Relationship Banker

First Horizon
04.2022 - 05.2023

Care Management Coordinator, Interim Supervisor

Colorado Access
01.2019 - 12.2021

Billing Account Services Senior Associate

Cigna Healthcare
09.2016 - 07.2018

Late Stage Account Manager

Santander Consumer USA
04.2013 - 09.2016

Assistant Operations Manager

TCF Bank
04.2012 - 08.2012

Customer Service Representative/Store Supervisor

TD Bank
10.2008 - 01.2012

Bachelor of Science - Business Management

University of Phoenix

Associates of Arts - Business

University of Phoenix

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Tomika Hubbard