Client Experience Service
Resume:
Jesse Moore
Thornton, CO *****
*********@***.***
Analytical and detail-oriented professional with substantial experience developing and maintaining long-term customer relationships, managing large accounts, and delivering best-in-class client service.Strong interpersonal skills, recognized for outstanding sales performance and ability to cross-sell banking products and services. Adept at boosting loan revenue, expanding customer base, and troubleshooting online banking issues. Proven aptitude for leveraging financial analysis tools to develop individualized financial plans and achieve customer financial goals. Expert in managing cash drawers, maintaining dual control standards, and executing standard branch transactions. Known for commitment to continuously improving service quality. Passionate about assisting customers in enhancing financial health, ensuring adherence to industry regulations. Holder of National Mortgage Licensing System & Registry Number (NMSL). Skilled in credit analysis, account opening, and marketing efforts.
Areas of Expertise
Account Management
Revenue Generation
Sales & Marketing
Cash Handling
Banking
Underwriting
Relationship Building
Loan Payment Processing
Loan Origination
Cross-Functional Collaboration
Customer Service Management
Client Satisfaction & Retention
Career Experience
BOK Financial – Boulder, CO
Personal Banker ll
Responsible for delivering exceptional client experience to build, expand, and retain long-term client relationships. While providing consultative conversations to existing and prospective clients you will assess their financial needs and offer bank products and services to help clients accomplish their financial goals.
Resolve a variety of moderate to complex client problems while ensuring the highest level of client experience and satisfaction. You will own and lead efforts to solve client problems and service breaks and escalates issues to leadership when appropriate.
Provide a variety of teller transactions for clients (i.e., cashes checks, processes checking and savings account withdrawals and balances within standards, etc.) while seeking opportunities to deepen client relationships and identify opportunities to help clients meet their financial goals.
Ensure individual and team ownership of the BOKF brand experience through the delivery of a best-in-class client experience. You will own individual execution of key plays to drive client experience and loyalty while exercising sound judgment and empowerment in exception scenarios while balancing the long-term effects to BOKF and the client.
Participate in professional development through training, engaging in self-improvement initiatives and skill-building activities to enhance product knowledge, systems knowledge, sales, and client relations skills. This will also be accomplished by actively in coaching and feedback sessions by setting goals and achieving results.
First Interstate Bank- Broomfield, CO
Financial Services Representative ll
Execute precise customer account maintenance and process standard branch transactions, including address modifications, check cashing, deposits, and initiation of deposit and loan accounts. Manage cash drawer and maintain impeccable dual control standards within branch. Foster synergistic relationships through collaboration with internal partners, including small business officers.
Boosted branch’s loan revenue by implementing strategic initiatives.
Achieved growth rate in newly opened accounts by expanding customer base.
Commended for building impactful relationships with key clients.
Expanded client base by conducting outbound calls and cultivating/nurturing community relationships.
Recognized for using out of box thinking to meet client needs
Recognized for accuracy in teller transactions
Asked to train teammates in building loan growth
Recognized for skills in relationship building
Demonstrated regular use of knowledge materials to assist in job
UMB Financial – Denver, CO
Personal Banker II
Execute precise customer account maintenance and process standard branch transactions, including address modifications, check cashing, deposits, and initiation of deposit and loan accounts. Manage cash drawer and maintain impeccable dual control standards within branch. Foster synergistic relationships through collaboration with internal partners, including small business officers, mortgage officers, and private wealth managers.
Boosted branch’s loan revenue by implementing strategic initiatives.
Achieved 10% growth rate in newly opened accounts by expanding customer base.
Drove surge in business volume by building impactful relationships with key clients.
Expanded client base by conducting outbound calls and cultivating/nurturing community relationships.
Ensured compliance with cash handling protocols while processing HELOC applications and overseeing closings
Premier Members Credit Union – Broomfield, CO
Member Contact Center Representative
Managed high call volume, handling 50 to 60 member calls daily with efficiency and professionalism. Provided expert assistance to members facing online banking issues to ensure optimal digital banking experience. Processed loan payments to enable timely debt management for members. Safeguarded members' financial security by blocking and reissuing credit and debit cards. Engaged members by efficiently offering education on available products and services. Presented new statement structure to management, contributing to enhancement of communication and member experience.
Resolved fraud disputes related to credit and debit cards, safeguarding member assets.
Ensured accurate financial transactions while executing transfers on member accounts.
Acknowledged and awarded for outstanding sales performance in credit card balance program.
Opened highest number of new credit cards within contact center, accounting for 33% of all newly issued cards.
Enterprise Holdings – Highlands Ranch, CO
Rental Agent – National Car Rental
Developed and implemented new Colorado toll pass system to streamline toll processes for customers. Acknowledged for consistently supplying valuable customer feedback, contributing to improved SQI scores. Supported team and maintained service standards, going above and beyond during times of employee shortage. Cultivated positive work environment by exemplifying proactive attitude and inspiring peers to excel.
Improved service quality and customer satisfaction by suggesting two customer service ideas.
Earned management's trust as dependable and reliable team member, consistently delivering results.
Received continuous recognition as "Rock Star" from day one for consistent commitment to excellence.
Played key role in elevating SQI scores to 90 and 92 in last year and enhanced overall customer satisfaction by 25%.
Enhanced customer safety awareness and experience by proposing and implementing safety messages at exit booths.
Achieved outstanding performance evaluations with one ‘Outstanding’ and eight ‘Exceeds’ ratings out of 29 categories.
Attained recognition as "SQI monster" by management for showcasing exceptional performance in Service Quality Index (SQI).
Jackson Hewitt Tax Services – Denver, CO
Tax Preparer
Reviewed customers’ annual tax information through direct interaction and coordination. Compiled essential documentation for accurate preparation of federal and state tax returns. Utilized electronic filing systems to promptly submit tax returns. Facilitated refund processing by printing cashier checks for customers.
Boosted amount of refunds deposited onto American Express gift cards by 50%, highest in region.
Assisted clientele in meeting requirements of ACA healthcare law, ensuring compliance with healthcare regulations.
Additional Experience
Loan Representative – Call Center, Bellco Credit Union – Greenwood Village, CO
Financial Care Representative, T-Mobile – Thornton, CO
Financial Sales Representative / Loan Officer, Elevations Credit Union – Boulder, CO
Personal Banker & Trainer / Coach, US Bank – Denver, CO
Education
Associate Degree in Liberal Arts
Wheaton College – Wheaton,
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