Tonya Fazenbaker
Newport News
Summary
Years of bank experience with a proven track record in delivering exceptional customer service and fostering client relationships. Bilingual and skilled in cash handling, I excel in identifying client needs and promoting digital banking solutions, enhancing overall service experiences while ensuring compliance with operational standards.
Overview
12
12
years of professional experience
Work History
Universal Banker
TRUIST
Hampton
09.2024 - Current
- 1. Provide a distinctive client experience to ensure a consistent service level by engaging clients with smiling, facilitating courteous conversation, conducting both complex and standardized transactions while uncovering needs. Performs more complex transactions with assistance as necessary.
2. Educate clients on digital, self-service solutions including ATMs, Online and Mobile banking to make banking easier and enhance their service experience.
3. Support team sales process by participating in client outreach through outbound calls, checking for client offers, and identifying client needs or opportunities by fulfilling the need or referring the client to the appropriate branch team members or specialist.
4. Understand the importance of Integrated Relationship Management (IRM) to ensure we seamlessly deliver Truist expertise and solutions for our clients’ unique needs.
5. Participate fully in all components of the established Truist Retail Community Bank Leadership Routines.
6. Commit to advancing individual and product knowledge to better serve consumer and business clients by attending sales, service and product knowledge meetings and all applicable training classes and web-based learning.
7. Adhere to internal controls, operational procedures and risk management policies. Stays informed of all changes in policies and procedures to ensure compliance with current guidelines.
8. Serve as secondary contact for new account openings and problem resolution, offering applicable products and services to clients and prospects. Handles proportionate volume of work based on branch demands.
Contact Center Representative
BayPort Credit Union
Newport News
02.2024 - 09.2024
- Responsibilities/Skills used: Identify member needs and provide information on membership eligibility, account information, loan products and other Credit Union services. Respond to member requests, problems and concerns via telephone communication. Educate members on Credit Union products and services that will benefit both parties by listening, anticipating member needs and recommending appropriate product solutions. Cultivate and retain member relationships by providing quality service with a professional positive attitude. Serve as risk management leaders by understanding and managing risks in the business, adhering to policies, procedures and controls, and ensuring compliance with applicable laws, rules, and regulations. Promote mobile solutions to customers by explaining self-service mobile options and teaching them how to complete transactions on their own.
Bank Teller
Wells Fargo
Marion
12.2019 - 12.2023
- Providing primary customer care for customers at the teller line, processing transactions for customers, maintaining a cash drawer (including cash handling and balancing), and conducting basic services and account maintenance for customers
- Introduce customers to the appropriate banker or internal partner to proactively help meet their financial needs and provide appointment setting options as appropriate
- Maintain a cash drawer including cash handling and balancing
- Conduct basic services and account maintenance for customers
- Complete service requests and support the branch customer experience through lobby leadership
- Serve as risk management leaders by understanding and managing risks in the business, adhering to policies, procedures and controls, and ensuring compliance with applicable laws, rules, and regulations
- Promote mobile solutions to customers by explaining self-service mobile options and teaching them how to complete transactions on their own
Sales and Service Representative
First Citizens Bank
Brunsville
05.2017 - 12.2019
- Processing transactions and other customer service requests in the branch, facilitating customer awareness and education of bank capabilities, tools, and resources, and supporting the sales efforts of a branch team by identifying and referring sales opportunities to the appropriate bank partner
- Engaging customers in conversation to understand their banking needs and preferences
- Processing transactions accurately and efficiently
- Providing assistance with account servicing needs
- Facilitating customer awareness and education of bank services, including digital banking capabilities
- Introducing customers to other branch team members or bank partners who are able to provide solutions for their financial needs
Interpreter and Translator
LanguageLine Solutions
Charlotte
04.2013 - 05.2017
- Provide client advocate to provide support services, intervention, case management to Latino victims of domestic violence and sexual assault and those collaterally affected
- Fluency in Spanish and English
- Good oral and written communication skills
- Computer proficiency
- Ability to work independently and collaboratively
- Ability to think critically and creatively to solve problems
Education
High School Diploma -
Penn Foster
01-2012
Skills
- Customer service
- Bilingual
- Notary Public
- Cash Handling
- Teamwork
- Communication skills
- Computer literacy
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Universal Banker
TRUIST
09.2024 - Current
Contact Center Representative
BayPort Credit Union
02.2024 - 09.2024
Bank Teller
Wells Fargo
12.2019 - 12.2023
Sales and Service Representative
First Citizens Bank
05.2017 - 12.2019
Interpreter and Translator
LanguageLine Solutions
04.2013 - 05.2017
High School Diploma -
Penn Foster
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