Personal Banker at PNC Bank (2025-11 – Present)
- Delivered personalized financial solutions by identifying client needs through consultative conversations and open-ended questioning.
- Built and maintained strong customer relationships to enhance client retention, satisfaction, and long-term loyalty.
- Assisted clients with account openings, consumer lending products, credit cards, and digital banking services.
- Proactively cross-sold bank products and services aligned with clients' financial goals and life stages.
- Educated customers on wealth-building tools including savings strategies, retirement accounts, and investment referrals.
- Resolved complex client concerns efficiently while ensuring a high standard of service and professionalism.
- Maintained compliance with all regulatory requirements, internal policies, and risk management procedures.
- Collaborated with internal partners (e.g., mortgage, business banking, and wealth management teams) to deliver comprehensive financial solutions.
- Conducted account reviews to identify opportunities for product recommendations and financial growth.
- Processed transactions accurately while safeguarding confidential financial information.
- Assisted clients in navigating online and mobile banking platforms to improve financial accessibility and convenience.
Member Service Representative at State Department Federal Credit Union (2025-03 – 2025-11)
- Delivered exceptional member support through high-volume inbound and outbound calls, serving as a primary point of contact for account servicing, transaction processing, and product education within a financial call center environment.
- Conducted real-time account maintenance and transaction processing, including internal and external funds transfers, loan payments, ACH inquiries, share draft research, stop payments, and debit/credit card management, in compliance with institutional policies and NCUA regulatory standards.
- Advised members on a full suite of financial products and services—including deposit accounts, consumer loans, credit cards, digital banking platforms, and investment solutions—driving cross-sell opportunities and deepening member relationships.
- Investigated and resolved complex account issues such as unauthorized transactions, fraud claims, and account discrepancies with a focus on risk mitigation, timely resolution, and member satisfaction.
- Facilitated loan servicing support by assisting members with loan applications, providing preliminary eligibility assessments, and ensuring proper documentation was submitted in alignment with underwriting guidelines and compliance requirements.
- Demonstrated proficiency in navigating multiple digital platforms, including online banking portals, mobile apps, and bill pay systems, assisting members with troubleshooting and user education.
- Achieved and consistently exceeded performance benchmarks in key performance indicators (KPIs) such as call quality, first-contact resolution, average handle time, and Net Promoter Score (NPS).
- Participated in ongoing professional development, compliance training, and product knowledge sessions to remain current on institutional offerings, federal banking regulations, and evolving member service best practices.
- Supported business continuity by adapting quickly to process changes, new system rollouts, and high-volume periods such as end-of-month closings, promotions, or system outages.
- Contributed to team goals by sharing knowledge, mentoring new hires, and participating in continuous improvement initiatives to enhance operational efficiency and member experience.
Retail Banker II at TD Bank, N.A. (2023-06 – 2024-09)
- Subject Matter Expert in TD's full range of personal and business banking products, services, policies, and procedures, providing clear and accurate guidance to both customers and colleagues.
- Resolved complex issues and escalations efficiently, using established protocols to ensure quick resolution and a seamless customer experience.
- Led conversations on loan products, guiding customers through the application process, and providing expert support on account management, including account openings, updates, and maintenance.
- Fostered strong relationships with customers, internal teams, and partner bankers, leading to high-quality referrals for credit cards, loans, mortgages, and wealth management solutions.
- Processed high volumes of transactions, handling up to 300 financial transactions daily and managing up to $250K in cash, ensuring accuracy and compliance with bank policies.
- Consistently exceeded sales targets by identifying cross-sell opportunities and offering suitable financial products, including loans, credit cards, and investment solutions, to meet customer financial goals.
- Maintained 100% customer satisfaction ratings ("LEI scores") through exceptional service delivery, contributing to positive branch performance and feedback.
- Opened over 1,000 new accounts, driving account activity across multiple branches, and improving customer engagement and branch performance.
- Committed to continuous improvement, participating in professional development activities to enhance service delivery and stay up-to-date on banking best practices.
Banking Associate at TD Bank, N.A. (2023-01 – 2023-06)
- Processed an average of 100 daily customer transactions, including cash deposits, withdrawals, and check cashing, while ensuring accuracy and compliance.
- Implemented effective upselling techniques, resulting in a 15% increase in sales revenue.
- Provided exceptional customer service by addressing inquiries, resolving issues, and promoting banking products and services.
- Assisted in daily branch operations, including balancing cash drawers, vault preparation, and securing funds in accordance with bank policy and procedure.
- Collaborated with team members to ensure smooth operation of the branch and deliver a positive customer experience.
- Perform full service banking services to new & existing customers within the branch, with a primary focus on sales & service.
