Erica Love
Shelby
Summary
Dynamic professional with extensive experience at Dogwood State Bank, excelling in compliance and customer relationship building. Proven ability in fraud detection and cash handling, ensuring accuracy and security. Recognized for delivering exceptional service and fostering positive client interactions, contributing to a loyal customer base and enhanced operational efficiency.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Teller
Dogwood State Bank
06.2025 - 10.2025
- Verified currency and coin requirements, limitations and regulations were maintained.
- Upheld confidentiality guidelines as per bank policy.
- Maintained strict compliance with banking standards, regulations and laws.
- Tidied and cleaned workstation regularly, keeping well-stocked with supplies and brochure materials.
- Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
- Delivered exceptional service with friendly approach to retain and acquire customers.
- Documented each transaction in [Software] to uphold recordkeeping requirements.
- Retained up-to-date knowledge of offered products and services to educate customers on features, benefits and pricing.
- Prepared official checks, money orders and certified checks.
- Opened, assisted and monitored members with safety deposit boxes.
- Assisted in greeting, directing and engaging with client lobby traffic.
- Identified suspected fraud based on behavioral and transaction markers.
- Assisted with ATM maintenance, including stocking cash and troubleshooting issues.
- Participated in ongoing training programs to stay current on industry regulations.
- Developed and maintained positive relationships with customers.
- Verified account balances and resolved discrepancies for customers efficiently.
- Maintained accurate records of all transactions and customer interactions.
- Maintained cleanliness of teller stations and lobby areas throughout day.
- Processed customer transactions, including deposits, withdrawals, and check cashing.
- Supported coworkers during busy periods by assisting with their transactions.
- Answered incoming phone calls and addressed customer inquiries promptly.
- Balanced cash drawer at beginning and end of shifts.
- Conducted wire transfers for domestic and international transactions.
- Handled sensitive financial documents with care to maintain confidentiality.
- Followed strict security protocols to ensure safety of customer information.
- Provided excellent customer service by greeting customers warmly upon arrival.
- Escorted customers to safe deposit boxes while ensuring proper access procedures were followed.
- Received checks and cash, verifying amounts and checking accuracy of deposit slips.
- Counted every piece of currency carefully when accepting or dispensing cash.
- Calculated transactions using computers, calculators and adding machines.
Insurance Verification Specialist
Viewmont Family Dentistry
03.2024 - 01.2025
- Assessed insurance policy terms to determine patient coverage and limitations.
- Utilized exceptional customer service skills to effectively communicate with insurance companies, providers, and patients regarding benefit information.
- Reviewed patient deductibles and copays and entered into billing system.
- Updating personal information
- Sending approvals off and receiving approvals
- Verified insurance coverage and eligibility prior to appointments and procedures.
- Followed established verification processes to confirm insurance benefits, medical necessity, and authorization.
- Addressed and resolved issues identified by billing staff related to eligibility and coverage.
- Completed tasks in claim edits and account work queues.
- Demonstrated expertise in verifying insurance coverage and eligibility for patients by utilizing various online databases, phone calls, and other resources.
- Answered questions from patients and clerical staff regarding coverage.
- Obtained information from patients for claims and updated patient records.
- Maintained accurate records of all patient information including demographic data and insurance verification details.
- Processed pre-authorizations for medical services according to established guidelines.
- Answered telephones and directed calls to appropriate staff.
- Transmitted correspondence and medical records by mail, e-mail and fax.
- Scheduled and confirmed patient diagnostic appointments, surgeries, and medical consultations.
Front Desk Receptionist
Aspen Dental
01.2021 - 01.2024
- Operated office equipment, such as voice mail messaging systems and used word processing, spreadsheet and other software applications to prepare reports, invoices, financial statements, letters, case histories, and medical records.
- Completed insurance or other claim forms.
- Transcribed recorded messages and practitioners' diagnoses and recommendations into patients' medical records.
- Completed documents, case histories, and forms, such as intake and insurance forms.
- Greeted visitors, ascertained purpose of visit and directed them to appropriate staff.
- Scheduled tests and procedures for patients, such as lab work and x-rays, based on physician orders.
- Generated patient-specific letters for insurance companies to ensure accurate reimbursement of services.
- Greeted and welcomed visitors in a professional manner while managing multiple tasks simultaneously.
- Provided a high level of customer service to all clients.
- Managed incoming calls, directing them to appropriate staff members or taking detailed messages as necessary.
- Processed payments received from customers via cash or credit card transactions accurately and efficiently.
- Maintained an organized front desk area, ensuring all forms were up to date and available for visitors.
- Performed data entry and administrative duties such as filing, scanning documents, updating databases.
- Demonstrated excellent customer service skills by responding to inquiries and resolving complaints promptly and courteously.
- Handled multi-line phone system and promptly transferred calls.
- Scheduled appointments for clients using office calendar system and provided updates on changes or cancellations when needed.
- Monitored front desk traffic to support customer satisfaction.
- Established and maintained good communications with personnel and clientele.
- Updated client contact information regularly in order to keep accurate records of communications sent out.
- Assisted with completion of forms or sign-in procedures.
- Answered questions about company location and hours of operation.
- Welcomed on-site visitors and directed to appropriate personnel.
- Maintained cleanliness and organization of public areas and conference rooms.
- Entered data into company software system.
- Opened and closed main office in alignment with established security procedures.
- Handled incoming and outgoing mail with timely attention.
Front Desk Receptionist
Shelby Dental Care Center
10.2018 - 10.2020
- Handled confidential matters discretely by maintaining strict confidentiality policies.
- Monitored inventory levels of office supplies to ensure adequate stock was always available.
- Documented and distributed messages to support timely communications.
- Provided assistance with mail distribution, package delivery and pickup services.
- Compiled reports from information gathered through computer systems or other sources for management review.
- Assisted colleagues in completing special projects related to customer service initiatives.
- Managed digital and analog filing systems to protect confidential data.
- Developed strong relationships with vendors to ensure timely delivery of supplies at competitive prices.
- Received payments and recorded receipts for services.
- Assisted customers with general inquiries regarding products, services, and hours of operation via phone or email.
- Scheduled appointments and maintained and updated appointment calendars.
- Maintained tidy, presentable reception area with necessary stationary and materials.
- Greeted guests to determine nature and purpose of visit and directed or escorted to specific destinations.
- Heard and resolved complaints from customers and public.
- Greeted persons entering establishment, determined nature, and purpose of visit and direct and escort them to specific destinations.
- Operated telephone switchboard to answer and forward calls.
- Organized and filed important documents in filing cabinets or in online document storage solutions.
- Interacted with management and colleagues to resolve important administrative matters.
- Maintained office equipment and reported malfunctions for servicing.
- Prepared outgoing mail and courier deliveries and sorted and distributed incoming mail.
Retail Banker
Woodforest National Bank
04.2013 - 09.2018
- Assisted customers in opening new accounts, processing deposits and withdrawals, and resolving account discrepancies.
- Educated customers on the benefits of online banking services through one-on-one demonstrations.
- Developed strong relationships with customers by providing exceptional service throughout the entire transaction.
- Analyzed customer data to identify sales opportunities while providing personalized product advice.
- Evaluated credit reports to assess risk associated with loan applications.
- Performed daily reconciliation of branch accounts utilizing banking software programs.
- Attended ongoing training sessions for updates on industry regulations and changes in policy.
- Ensured optimal accuracy of customer information by verifying documents during onboarding process.
- Provided support to colleagues in order to meet team goals efficiently.
- Worked collaboratively with staff members to ensure compliance with banking regulations and policies.
- Generated detailed monthly reports summarizing sales activities and performance metrics.
- Implemented strategies for cross selling additional bank products based on customer needs.
- Adhered to strict security protocols when accepting payments or transferring funds between accounts.
- Participated actively in community events related to financial literacy initiatives.
- Maintained accurate records of all transactions including cash handling operations.
- Maintained up-to-date knowledge about existing banking products and services.
- Developed and maintained a high level of customer service, ensuring clients were well informed and satisfied with their experience.
- Utilized problem solving skills to resolve customer inquiries quickly and accurately.
- Answered telephones to assist customers with questions and inquiries.
- Counted currency, coins and checks received, by hand, and using currency-counting machine, to prepare them for deposit and shipment to branch banks and Federal Reserve Bank.
- Entered customers' transactions into computers to record transactions and issue computer-generated receipts.
- Obtained and processed information required for provision of services, such as opening accounts, savings plans and purchasing bonds.
- Received checks and cash for deposit, verified amounts, and checked accuracy of deposit slips.
- Balanced currency, coin, and checks in cash drawers at ends of shifts.
- Promoted bank products and services to consistently meet cross-selling goals.
- Monitored bank vaults to ensure cash balances were correct.
- Examined checks for endorsements and to verify other information, such as dates, bank names, identification of persons receiving payments and legality of documents.
- Monitored bank vaults to verify correct cash balances.
- Resolved problems and discrepancies concerning customers' accounts.
- Created connections and developed rapport with customers to provide personalized service.
- Used computers and calculators to calculate daily transactions.
- Opened new checking and savings accounts, money market accounts and safe deposit boxes.
- Identified transaction mistakes when debits and credits did not balance.
- Prepared and verified cashier's checks.
Shift Leader
Carmike 10
11.2005 - 09.2012
- Trained new employees in job duties, safety procedures, and company policies.
- Managed store closing and opening procedures to ensure safety and security.
- Assisted customers with inquiries, orders and complaints in a timely manner.
- Held team members accountable during shift by effectively coaching to improve performance.
- Managed daily operations of the shift, including scheduling staff members, delegating tasks, and resolving customer complaints.
- Maintained clean and secure operating environment, driving safety and well-being of employees on shift.
- Prepared end-of-shift reports for management review and approval.
- Monitored team performance to ensure quality standards were met.
- Managed inventory levels and minimized loss, following company systems and guidelines.
- Used company tools and resources to train employees.
- Supervised food production and preparation, promoting consistency with established recipes and procedures.
- Provided guidance on how to handle difficult customer situations in a professional manner.
- Created successful shift plans, adjusting team member line-up to achieve shift efficiency.
- Utilized effective communication skills to motivate team members to achieve goals.
- Coached team members, delivering candid feedback on expectations and performance.
- Maintained a safe working environment by enforcing safety guidelines and conducting periodic inspections.
- Oversaw shift operations to create quality products that met company standards.
- Complied with company standards and policies, setting example for team members.
- Demonstrated proficiency in problem-solving techniques when addressing customer complaints or operational issues.
- Created an environment that promoted teamwork amongst employees through organized activities and events.
- Cultivated and maintained work culture through team building and positive interactions.
- Assisted management with various projects by providing feedback on process improvements.
- Identified areas of improvement and recommended solutions for enhancing overall store operations.
- Coached and developed staff using variety of soft skills and technical abilities.
- Performed administrative tasks such as data entry into POS system for tracking product sales and returns.
- Conducted regular performance reviews for each team member and provided constructive feedback.
- Initiated corrective action when necessary to maintain productivity levels among staff members.
- Maintained accurate records of employee attendance, sales figures, cash flow and stock inventory levels.
- Developed, implemented, and enforced policies and procedures to ensure efficient operations.
- Maintained adequate shift staffing levels to meet projected sales or expected customer levels.
- Implemented strategies to reduce costs while maintaining high customer satisfaction ratings.
- Resolved customer complaints promptly and professionally.
- Provided excellent customer service and developed strong relationships with customers.
- Implemented security practices to preserve assets and minimize liabilities.
- Monitored tapes or digital recordings to identify source of losses.
- Administered and created training and awareness presentations or materials.
- Prepared reports to summarize operational results and financial performance.
- Used financial accounting or spreadsheet software to calculate revenue, sales and expenses.
- Reviewed and revised sustainability proposals or policies.
Education
High School Diploma - undefined
Burns High School
Lawndale, NC06.2008
Skills
- Insurance billing
- Data verification
- Financial counseling
- Medical terminology
- Banking law compliance
- Drawer balancing
- Account updating
- Asset protection
- Excellent communication skills
- Patience and empathy
- New teller training
- Rapid 10-key data entry
- Fraud identification
- Compliance, banking laws, and regulations
- Regulatory compliance
- Approachable
- Cash counting
- Professionalism and courtesy
- MS office proficient
- Transaction processing accuracy
- Safe and vault operation
- Positive
- Currency and coin counter
- Strong work ethic
- Friendly
- Customer relationship building
- Confidentiality and discretion
- Reliable
- Cash drawer balancing
- Fraud detection
- Cash handling
- Organizational skills
- Securing bank vaults
- Check processing
- Teamwork
Certification
CPR
Timeline
Teller
Dogwood State Bank
06.2025 - 10.2025
Insurance Verification Specialist
Viewmont Family Dentistry
03.2024 - 01.2025
Front Desk Receptionist
Aspen Dental
01.2021 - 01.2024
Front Desk Receptionist
Shelby Dental Care Center
10.2018 - 10.2020
Retail Banker
Woodforest National Bank
04.2013 - 09.2018
Shift Leader
Carmike 10
11.2005 - 09.2012
High School Diploma - undefined
Burns High School