Shania Banks
Glen Allen
Summary
Detail-oriented and highly organized customer service professional with over 6 years of experience in banking, collections, and administrative support. Adept at managing schedules, coordinating events, and maintaining accurate records. Demonstrated ability to handle sensitive information with discretion and communicate effectively. Seeking to leverage administrative expertise and customer service skills to contribute in future roles.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Universal Banker
M&T Bank
05.2024 - Current
- Educate customers on banking solutions and assist with Consumer and Business Banking needs, contributing to branch operational efficiency.
- Document and resolve customer complaints, ensuring accurate logging and compliance with internal procedures.
- Assist with AML, BSA, and KYC processes; identify and escalate fraud cases, maintaining high standards of internal control.
- Maintain effective communication with customers and team members, ensuring accurate and timely information flow.
- Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
Collector I
Truist
07.2022 - 05.2024
- Managed debt collection processes and maintained detailed records of all activities, ensuring regulatory compliance.
- Provided guidance on credit management and financial obligations, enhancing customer understanding and satisfaction.
- Developed strategic solutions for reducing outstanding debts and managing high-risk accounts.
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
Customer Service Representative
Capital One Bank N.A
02.2018 - 12.2018
- Streamlined call center processes to improve efficiency, managed high-stress situations, and provided empathetic resolution of customer complaints.
- Developed and reviewed correspondence, and collaborated with team members to enhance service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Bank Teller
Connects Federal Credit Union
05.2017 - 02.2018
- Processed transactions efficiently, conducted cash audits, and managed account inquiries, contributing to branch efficiency.
- Educated clients on banking products and services, facilitating smooth onboarding and informed financial decisions.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
Education
High School Diploma -
Hermitage High School
Richmond, VA06.2014
Skills
- Proficient in developing and revising office procedures, scheduling, and coordinating events
- Skilled in Microsoft Word, Excel, Access, PowerPoint, and Outlook Experienced with scanners, copiers, and database management
- Strong verbal and written communication skills; adept at creating and reviewing correspondence and reports
- Expertise in maintaining accurate records, updating databases, and ensuring compliance with organizational guidelines
- Demonstrated ability to handle sensitive information, resolve complaints, and enhance customer satisfaction
Certification
- CompTIA Security+
Relevant Experience and Qualifications
- Administrative Concepts and Practices: Extensive experience applying office processes and administrative procedures in various roles.
- Communication Skills: Proven ability to communicate effectively, both orally and in writing, to present information and support program objectives.
- Problem-Solving and Discretion: Demonstrated skill in devising solutions to administrative problems and exercising tact and discretion in handling sensitive issues.
Timeline
Universal Banker
M&T Bank
05.2024 - Current
Collector I
Truist
07.2022 - 05.2024
Customer Service Representative
Capital One Bank N.A
02.2018 - 12.2018
Bank Teller
Connects Federal Credit Union
05.2017 - 02.2018
High School Diploma -
Hermitage High School
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