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Phone Banker Resume Samples
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0-5 years of experience
Respond and analyze to customers’ concerns and help them define their financial goals. Explain custom options with customers in accordance with policy provisions. Collaborate with insurance agents and mortgage specialists to correct errors, rectify and investigate questionable issues.
- Provided optimum service to accountholders, negotiated fair settlements and identified fraudulent claims.
- Selected by supervisor to assist with training of new employees; resolve complex claims-processing issues; and monitor claim status updates
- Maintained a superior quality rating in file handling and claims resolution from 2010 to 2012.
0-5 years of experience
Handled incoming calls from [company name] customers answering and resolving issues on personal savings, checking and lines of credit accounts
- Provided confidential information to caller only after properly authenticating caller in accordance to set policy and procedures
- Met and exceeded very strong sales goals on a daily basis with referring additional [company name] bank products and services
- Solved complex problems with multiple software programs simultaneously in a timely manner
- Handled escalated issues very well and worked to diffuse situations to ensure customer satisfaction.
- Demonstrated appropriate and professional phone skills, exhibited composure and patience at all times
0-5 years of experience
Utilized banking product knowledge to expand customer relationships through consultative sales.
- Promoted [company name] products and services to meet the banking needs of customers.
- Solved complex problems with multiple software programs.
- Flourished in a team environment that thrives in meeting goals and ensuring top-notch customer service
- Remain compliant and up to date on both Federal and [company name] policies and regulations.
- Maintained and exceeded sales quota of 26% referral rate and 9% transfer to sales. 70 calls per day averaging $5.00 proxy per call
- Maintained a 93% schedule adherence.
0-5 years of experience
Handled up to 100 inbound calls a day from customers regarding question about their accounts
- Maintained an average call handling time of 6 minutes
- Communicated with other departments to resolve customer issues
- Provided one-on-one feedback
- Mentored and coached on performance
- Assisted with teach new hires training on policies and procedure
- Reviewed data and report tends to management
0-5 years of experience
Assists consumer customers with their financial banking needs while also identifying products and services that will help them achieve their short-term and long-term financial goals
- De-escalates calls by providing friendly and courteous customer service and quick resolutions, while following proper protocol and procedures
- Promoted to Phone Banker 2 after achieving Level 3 Rating for first 6 months on the job
- Charlotte Consumer Top Performer Third Quarter 2013 with the Highest Quality Assurance Performer in Charlotte Consumer
- Consistently meets and/or exceeds expectations in all metrics including Customer Service (KDM), Quality Assurance, Referral Rate, Warm to Sales, Adherence, Core Solutions and Proxy
- Up-to-date on all mandatory training and compliance including banking rules and regulations
0-5 years of experience
- Assisted 100+ Bank customers with personal account inquiries.
- Assessed customer accounts and advised them on services and products for banking needs.
- Resolved customer questions and complaints and gave information on policies and regulations.
- Introduced customers to personal bankers and other departments about products and services.
- Excelled in meeting and exceeding daily goals
0-5 years of experience
- Achieved top Customer Satisfaction scores by addressing each customer with a helpful friendly tone, empathy and solutions. Q3-75.6% Level 4
- Highest personal MPP for Q3 finishing at 3.35 overall – this was obtained by daily goal setting and following through with behavioral commitments.
- Was a top AHT contributor to the team Q3- 251 Level 4. This consistency was due to my product knowledge and using resources to better help customers in a timely manner.
- Held a level 3 performance in sales YTD. Accomplished this listening to my customer’s needs, using ECPR, and following through with the PACT model. This allowed for me to help customers succeed financially.
- Was promoted to a Phone Banker 2 by being a level 3 or higher in my MPP for a 6 month trending.
0-5 years of experience
Serviced the transactional needs of all [company name]ing & loan customers via inbound telephone contact.
- Assisted customers with online accounts and features of eService
- Supported daily operations by processing documents, importing data, recording information, and maintaining records using considerable knowledge of department policy and procedures.
- Resolved issues and escalated unresolved concerns (as needed) to senior staff members or management for guidance and resolution.
0-5 years of experience
Thrived within busy, high-volume environment requiring the ability to prioritize and provide exceptional customer service.
- Recognized by management team for customer service excellence and outstanding job performance.
- Regularly singled out on comment for “going above and beyond expectations” and “providing outstanding service and attention to Customers.”
- Anticipated and met guests’ needs while working efficiently in a fast-paced environment.
- Demonstrated fast learning capacity, flexibility and versatile skill-set.
0-5 years of experience
Assist customers by resolving customer concerns over the phone by offering products and services that meet customers’ ongoing financial needs.
- Consistently met sales goal by remaining at a level five for the amount of products closed, products referred, and core solutions for each quarter.
- Receive frequent recognition and rewards for exceeding sales goals while caring deeply about providing exceptional customer service.
- Work in an inbound call center answering calls from current and prospective customers.
- Think critically, solve problems, and develop customer relationships one customer at a time.
- Consistently achieve a quality assurance score that meets or exceeds all objectives in the customer connection incentive compensation plan.
0-5 years of experience
Conducts discussions with prospective clients to identify potential business
- Resolves customer concerns and solve complex problems with multiple software programs
- Maintains a working knowledge of the complete line of products and services offered to clients
- Assists customer satisfaction and retention through successfully researching and resolve customer issues as well as inquiries
- Leverages referrals and other lead generation techniques to identify new prospects and cross -selling opportunities with current clients
- Cultivates partnerships with specialist areas such as Financial Advisors, Small Business and Private Banking to obtain and provide qualified referrals
- Promoted to Phone Banker 2 after six months of service and to Coach after one year of service
0-5 years of experience
Spend nearly 100% of the time on the phone, flawlessly answering questions and solving problems while delighting customers with superior service.
- Handle up to 100 calls per day while maintaining an extremely high level of customer satisfaction and quality assurance metrics.
- Enhance the customer’s relationship with [company name] by marketing new products and services.
- Handle each customer with a friendly, courteous touch while following strict procedures for handling various types of inquiries in a timely manner and with enriched customer satisfaction practices specific to the Premier queue.
- Receive coaching and development which not only enhances ability to provide exemplary service and product solutions to our customers, but also enhances career growth.
- Peer Coaching and escalations banker
0-5 years of experience
Serve as phone banker responsible for marketing products/services and achieving challenging sales goals in a call center environment
- Provide exceptional customer service by meeting the customer’s needs and recommending products that promote financial success
- Enhance the customer’s relationship with Wells Fargo by cross-selling new products and services
- Answer customer questions and provide a positive customer experience by utilizing a welcoming presentation while following the company’s policies and procedures
- My key result is consistently finishing in the top ranking for bankers each month, and continuing to progress daily
- I was rewarded each month for outstanding performance rankings against my former coworkers, along with being a top performer on my team.
0-5 years of experience
Analytical approach to in-depth problem solving using databases, bank records, and customer information
- Use of problem solving and procedures to reconcile customer accounts whenever an error was found
- Preparing power point presentations to teach coworkers about important changes in bank regulations, updated policies, and customer service techniques
- Responsible for evaluating customer bank accounts and assessing the best products and services to meet individual customer needs and grow sales
- Act as a first contact point for Wells Fargo customers and ensure customers feel understood and valued during each interaction
- Ensure that each customer receives accurate information and understands what is happening with their account
- Help Wells Fargo to identify and avoid fraudulent activity and to ensure safety of confidential information
- Trained as Premier Phone Banker after only one year and assigned responsibility for accounts with balances of $25,000 and up Meet and exceed aggressive sales goals on a daily basis
- Consistently meet strict quality assurance goals for accuracy of information and daily schedule adherence
0-5 years of experience
Position Summary: Coach and mentor newly hired phone bankers throughout the onboarding process in order to bring their performance up to set standards. Serve as floor support during leadership absence. Identifying and recommending areas of opportunity to increase production and performance level. Handling escalated and unresolved calls at a high volume pace. Responsible for maintaining high individual performance in sales, customer service and productivity in addition to coaching duties. Build relationships with partners, leaders, peers and new hires through effective communication as a part of the coaching queue.
- Promoted in less than 6 months to a banker coach.
- Serve as Productivity Champion for Coaching Queue.
- Completed coaching basics course designed to train effective coaching techniques.
- Proficient in various systems including CIV, Hogan, NICE, STS Tracker, ESP and Microsoft Office.
6-10 years of experience
Regularly recognized for superior performance in meeting individual and team objectives in sales, customer satisfaction, and other call center goals
- Provided timely and effective resolution to a range of customer issues and requests for information
- Followed strict procedures and guidelines for handling various customer interactions
- Increased the customer experience by providing information on new products, rate plans, and services through up selling opportunities
- Responsible for mentoring and on-the-job training for new hires
0-5 years of experience
Troubleshoot account issues, handle irate customers and perform risk management
- Assisted with basic and complex account transactions
- Hired for Consumer Phone Bank and promoted within 3 months due to superior performance and stats
- First point of contact for Phone Bankers with questions and escalated issues, training and coaching
0-5 years of experience
Averaged 65 inbound customer calls per day in a call center banking environment
- Serviced confidential financial accounts by providing transaction statements, account balances, transfer of funds, deposits and withdrawals, implementing changes to existing accounts, established new
- Offered products that met customers’ ongoing financial needs
- Solved complex problems with multiple software programs
- Actively resolved customer complaints, with one call resolutions
- Received frequent recognition and rewards for exceeding team and company sales goals
- Routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines
0-5 years of experience
Provide customer service to business owners
- Manage a high volume of calls within the deadline driven
- Maintain established controls such as check holds, identify procedures and utilize special keys
- Assisted with improving processes and increasing efficiency within our team
- Answered an average of 80-100 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Described product to customers and accurately explained details and care of merchandise.
- Politely assisted customers in person and via telephone.
- Successfully acquired an average of 15-20 new customers per month, generating a 12% growth in revenue.
0-5 years of experience
Resolved customer concerns over the phone
- Solved complex problems with multiple software programs
- Initiated sales and cross-sold complete banking services to prospective customers
- Attained minimum sales performance standards by referral programs and sales
- Conducted referrals and prospected by attaining and exceeding weekly sales activities & volume
- Used banking product knowledge to expand customer relationships through consultative
0-5 years of experience
- Satisfying customer’s financial needs and help them succeed financially.
- Handle customer requests that involve the customer’s accounts and funds.
- Quickly answer high value customer inquires in a friendly and courteous manner.
- Acquire, develop, and retain strong consumer relationships through leveraged cross-sell opportunities, customized solutions, and superior service.
- Provide 1st call resolution while following strict banking procedures and compliance guidelines.
- Vigorously protect our company’s reputation and customers’ privacy.
- Refer consumers to other products and services provided by consumer lending group.
0-5 years of experience
- Inbound contact specialist providing world class customer service whilst growing customer relationship.
- Support customers in achieving their financial goals while maintaining their trust.
- Tenured agent that would help management regularly with peer coaching and provide feedback so that they can succeed.
- Provided back-up for the Premier Customer Service department.
- Called upon regularly to assist in floor support to answer questions for new agents, also showing them how to locate the answer in the virtual system.
- Performed in the top 10 for sales, QA, and AHT (Average Handle Time) monthly.
0-5 years of experience
- Answered multiple calls a day for our customers banking inquiries
- Suggestively sold products and services that may have been financially beneficial to our customers
- Demonstrated self-motivation, positive attitude, and the ability to work well on a team
- Ability to meet and exceed sales goals and solved problems in a fast paced environment
- Always handle each customer with a friendly, courteous touch while following strict procedures for handling various types of inquiries
0-5 years of experience
Sell products and services and achieve aggressive sales goals which are measured daily.
- As the best Phone Banker thrive on customer interaction and never miss an opportunity to enhance the customer’s relationship by marketing new products and services.
- Always handle each customer with a friendly, courteous touch while following strict procedures for handling various types of inquiries.
- Ability to provide exemplary service and product solutions to our customers.
- Phone Bankers are expected to exceed challenging sales and referral goals by proactively selling products and services to customers and referring customers to other areas of the bank.
- Manages customer portfolio, services relationships and cross-sells all products and services.
- Develops and maintains relationships with [company name] partners to maximize sales opportunities and achieve minimum sales standards.
0-5 years of experience
- Provided great customer service answering an average of 60-70 calls per day.
- Accessing secured accounts in excess of $1,000 to $100,000.
- Saved company $1,000’s of dollars.
- Solving problems and referring new products to customers.
- Ranked #6 and #9 for whole site in sales, two weeks consecutively
- Handled checks by phone, credit and debit card transactions with 100% accuracy.
- Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers
- Described to customers and accurately clarified details about terms and conditions, while maintaining knowledge of current products and company wide promotions.
0-5 years of experience
- Answered calls and assisted customers with their banking needs
- Met and exceeded sales goals
- Taught a mortgage education class to other associates
- Provided on the job training to new and struggling associates
0-5 years of experience
- Spend nearly 100% of time on the phone answering questions for Wells Fargo customers and helping customers meet their financial needs while meeting an average handle time for each call and meeting aggressive sales goals.
- Always handle each customer with a friendly, courteous touch while following strict procedures for handling various types of inquiries.
- Sell products and services and achieve aggressive sales goals which are measured daily.
- Ability to provide exemplary service and product solutions to customers.
- Educated on all bank regulations
0-5 years of experience
Handle customers inquiries on credit credit card accounts, explained bank policy and statements.
- Deescalate frustrated customers and retain business.
- Look for any sales opportunities within the customers accounts and get them to agree to talk to a specialist.
- Handled waived fees, account credits, and credit limit changes.
- Handled customers account information and any necessary adjustments.
- Required to work quickly and efficiently.
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Phone Banker
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
