Anth

Over 27 years customer service. Over 9 years financial services experience. Experience recommending products/services.

CSS 1 - Fidelity Investments - Denver, CO

(2022-01)

• Assist clients with their retirement, brokerage, and college education accounts
• Assist clients with opening new accounts that meet their needs
• Responsible for helping clients that have a minimum of $250,000 investment funds

CRA - Fidelity Investments - Denver, CO

(2021-01 - 2022-12)

• Responsible for assisting clients with various brokerage accounts
• Responsible for assisting clients with various retirement accounts
• Engaging clients in conversation to uncover potential needs
• Place trades for stocks and bonds for customers
• Refer customers to other teams as their needs deem fit

Personal Banker 1 - Wells Fargo - Denver, CO

(2018-01 - 2021-12)

• Actively engage customers in financial conversations to uncover financial needs
• Assist customers in reaching financial goals by making appropriate partner introductions
• Help customers with opening new accounts as well as providing product education
• Additional responsibilities include processing credit card and loan applications
• Builds customer relationships in order to grow business
• Adhere to fraud prevention and risk policies

International Teller - Wells Fargo - Denver, CO

(2017-01 - 2018-12)

Promoted to International Teller after two months as Teller.

• Process customer transactions while providing great customer service
• Meets balancing quality metric month to month
• Actively uses the Conversations button to introduce customers to new services

Billing Resolution Specialist - Level 3 - Denver, CO

(2014-01 - 2016-12)

• Analyzed and resolved complex billing issues
• Prepared Excel spreadsheets used to verify detailed credit/debit adjustments
• Interfaced with multiple departments within the company to fully resolve customer billing issues
• Multitasked between several applications and systems necessary for dispute investigation
• Consistently followed up with customers to provide dispute status/progress
• Responsible for training newly hired employees
• Responsible for maintaining monthly quality metrics as well as customer satisfaction goals

Disputes Specialist - TW Telecom - Denver, CO

(2007-01 - 2014-12)

• Handled billing inquiries in call center environment
• Researched and analyzed high-level customer orders and contracts for pricing accuracy
• Entered and maintained all pertinent documentation related to dispute findings
• Performed and posted credits/debits to customer accounts for dispute resolution
• Calculated early termination liability during customer disconnects
• Required to maintain monthly customer satisfaction goals

Customer Service Representative - TW Telecom - Denver, CO

(2005-01 - 2007-12)

• Acted as first point of contact for incoming customer calls in a call center environment
• Fielded customer questions in order to appropriately handle and direct calls
• Answered general invoice questions and questions relating to different types of services
• Opened maintenance trouble tickets for customers with service issues
• Actively identified potential up selling opportunities to inform Account Executives

Bachelor of Sciences - Finance - University of Colorado at Denver