Heidi Lackey
Statesville
Summary
Dynamic and attentive Personal Banker who specializes in retail banking, customer service and account management. Driven to help clients make responsible and financially beneficial decisions. Knowledgeable of branch operations and financial products to best support company and customers.
Overview
6
6
years of professional experience
Work History
Personal Banker
Wells Fargo
05.2023 - Current
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Cross-sold bank products and services to meet customer needs and provide options.
- Promoted financial products by maintaining excellent service offering knowledge.
- Followed up with customers to gather feedback and provide additional assistance.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Monitored customer accounts to detect irregularities or suspicious activity.
- Verified customer identity and reviewed documentation for accuracy.
- Maintained customer records and updated account information.
- Monitored accuracy of customer information in system.
- Explained account terms and conditions to customers.
Teller
Wells Fargo
09.2017 - Current
- Educates customers on digital options such as banking website and mobile app
- Answers customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processes customer transactions promptly, minimizing wait times.
- Completes highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learns about customer's financial needs, establishing trust and optimizing sales opportunities resulting in quality customer service.
- Identifies sales opportunities and refers customers to branch partners in financial services.
- Recognizes needs and refers to appropriate representative or line of business for cross-sell or service opportunities.
- Stocks supplies for customers and personal teller station.
- Maintains friendly and professional customer interactions.
- Counts, verifies and handles bank deposits and armored car transactions.
- Establishes rapport with new clients to increase satisfaction and loyalty.
- Quickly learns new skills and applies them to daily tasks, improving efficiency and productivity..
Education
Associate of Arts -
Mitchell Community College
Statesville, NCHigh School Diploma -
Gethsemane Christian Academy
Statesville, NC05.2006
Skills
- Risk Management Evaluations
- Exceptional Customer Service
- Strong Sense of Banking Ethics
- Excellent Communication Skills
- Fraud Identification
- Compliance, Banking Laws and Regulations
- Cash Counting
- Excellent Time Management Skills
- Policy and Procedure Adherence
- Cash Supply Orders
- Staff Assistance
- Wealth Management
Accomplishments
- Earned multiple recognitions for outstanding customer service.
- Successfully helped train many new tellers over the past 5 years of employment.
- Continues to build rapport and trust with customers, new and old.
- Consistently has high NPS scores reflecting customer service skills.
Timeline
Personal Banker
Wells Fargo
05.2023 - Current
Teller
Wells Fargo
09.2017 - Current
Associate of Arts -
Mitchell Community College
High School Diploma -
Gethsemane Christian Academy
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