Tonia Burns

Coached and developed associates by analyzing failed quality scores, compliance issues, and customer satisfaction feedback.

• Reviewed service quality and ensured adherence to banking compliance standards.
• Reviewed data to identify opportunities for improvement.
• Assisted associates with navigating company processes to improve service efficiency. with company processes to effectively resolve customer service issues through chat.

• Resolved customer inquiries, delivering accurate product and service information to enhance satisfaction.
• Provided banking assistance to customers with account inquiries and service requests
• Resolved customer concerns using bank policies and procedures
• Supported new hire development post-training, ensuring smooth transition into customer service roles.

• Supervised customer service team addressing banking inquiries and account support to ensure high-quality service.
• Resolved escalated customer issues involving deposits, withdrawals, and account access.
• Coached representatives on bank policies and service standards to enhance customer interactions.
• Monitored call quality and guided documentation practices in bank systems to maintain compliance and accuracy.

• Negotiated repayment arrangements to assist customers and business clients in managing their accounts
• Contacted borrowers to discuss and resolve delinquent loan accounts at First Citizens Bank SC
• Ensured compliance with bank policies and debt collection regulations during all outreach efforts

• Supervised collections legal team to resolve dishonored checks efficiently.
• Reviewed delinquent accounts and prioritized follow-up actions in collection systems.
• Trained representatives on payment plans, call handling, and compliance procedures.
• Reviewed legal documents for accuracy, ensuring compliance before advancing legal processes.