Leah Chapman
Ball Ground
Summary
Dynamic Sales and Service Representative with a proven track record at First Citizens Bank, excelling in customer relationship building and enhancing satisfaction. Skilled in managing high-volume transactions and resolving complex inquiries, I consistently delivered exceptional service, fostering loyalty and retention through effective communication and a commitment to client needs.
Knowledgeable and dedicated customer service professional with extensive experience in banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, and cultivating partnerships
Overview
25
25
years of professional experience
Work History
Sales and Service Representative
First Citizens Bank
02.2017 - Current
- Teller transactions.
- Opened new accounts.
- Wire transfers.
- Managed customer inquiries, providing accurate information on banking products and services.
- Assisted in resolving customer issues, enhancing satisfaction and retention rates.
- Conducted account reviews, ensuring compliance with bank policies and regulations.
- Increased customer satisfaction by providing knowledgeable assistance and addressing their needs promptly.
- Built rapport with clients, resulting in a high rate of repeat business and positive feedback from satisfied customers.
- Delivered prompt service to prioritize customer needs.
- Sought ways to improve processes and services provided.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Head Teller
Entegra Bank
02.2017 - 08.2020
- Supervised teller operations, ensuring compliance with banking regulations and internal policies.
- Trained and mentored new tellers, enhancing team performance and service quality.
- Oversaw daily cash reconciliation processes, maintaining accuracy in transaction records.
- Resolved complex customer inquiries efficiently, fostering strong client relationships and satisfaction.
- Ensured security measures were followed during cash handling procedures, minimizing risk exposure for the bank.
- Balanced cash drawers consistently at end-of-day without discrepancies, ensuring accuracy in all transactions processed throughout the day.
- Oversaw currency shipments and deposits while adhering to strict safety guidelines.
- Replenished ATM funds in empty canisters prior to validation process.
- Managed high-volume cash transactions daily, maintaining accuracy and efficiency under pressure.
- Assisted customers with account inquiries, resolving issues promptly to ensure satisfaction.
- Answered inquiries regarding checking and savings accounts and other related products.
- Developed strong rapport with customers by actively listening, addressing concerns promptly, and providing tailored solutions.
- Created teller schedule to keep weekly and weekend shifts properly staffed.
- Verified amount of cash in cash drawer against day's receipts, quickly identifying errors.
- Coordinated workflow among tellers, assigning tasks and monitoring performance for optimal efficiency during peak hours.
- Streamlined teller operations for improved productivity, implementing organized cash drawer management procedures.
- Elevated branch reputation through consistent delivery of friendly service and expertise in managing diverse financial transactions.
- Ensured a secure working environment by adhering to strict security protocols and conducting regular audits.
- Investigated and promptly resolved issues with patron accounts.
- Served as a trusted resource for colleagues on complex transactions or challenging customer situations.
- Trained new hires on customer service policies and procedures.
- Counted, verified and handled bank deposits and armored car transactions.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Maintained friendly and professional customer interactions.
Teller
Stearns Bank
07.2012 - 02.2017
- Processed customer transactions efficiently, ensuring accuracy and compliance with banking regulations.
- Managed cash drawer, balancing funds accurately while minimizing discrepancies.
- Assisted customers with account inquiries, providing exceptional service and resolving issues promptly.
- Developed strong relationships with customers, promoting additional banking services that aligned with their financial needs.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Monitored and reported suspicious activity in line with bank security policies.
- Reduced queue times during peak hours with effective cash handling and prompt service.
- Increased customer satisfaction through friendly interactions and resolving issues promptly.
Loan Teller/ Teller
Jasper Banking Company
06.2001 - 07.2012
- Provided exceptional customer service, addressing inquiries and resolving issues efficiently.
- Managed cash transactions, maintaining accuracy in daily reconciliations and balancing drawers.
- Collaborated with colleagues to streamline loan processing procedures, improving overall efficiency.
- Balanced daily transactions accurately, ensuring proper reconciliation of cash drawer at the end of each shift.
- Provided exceptional service to clients throughout the entire loan process, from initial inquiry to closing.
- Strengthened relationships with clients by proactively addressing concerns and providing personalized solutions.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Improved client retention rates by consistently delivering an outstanding customer experience from start to finish.
Education
Bachelor of Science - Business Management
Reinhardt College
Waleska, GASkills
- Customer service
- Time management
- Customer relationship building
- Interpersonal communication skills
- Customer relations
- Product and service sales
- Event participation
- Customer needs assessment
Timeline
Sales and Service Representative
First Citizens Bank
02.2017 - Current
Head Teller
Entegra Bank
02.2017 - 08.2020
Teller
Stearns Bank
07.2012 - 02.2017
Loan Teller/ Teller
Jasper Banking Company
06.2001 - 07.2012
Bachelor of Science - Business Management
Reinhardt College