Erin MacCool

Understand customers' banking needs and provide appropriate financial solutions. This includes new accounts, credit products, basic investment advice, and promoting all banking products and services to create an excellent customer experience.

Assisted clients with making informed decisions regarding their financial future.

Developed and maintained strong relationships to maximize customer satisfaction.

Contributed to branch business objectives and overall success by achieving or exceeding individual sales goals.

Ensure customer problems are handled appropriately, escalating issues when necessary.

Achieved recognition of Top 40% for Q4 in Fiscal 2022.

Top 25% for Q3 in Fiscal 2023

• Worked closely with Branch Manager to achieve operational efficiency.
• Consistently met Service Excellence goals by employing friendly and efficient service in every interaction.
• Increased employee productivity by establishing and monitoring customer care performance indicators, service basics metrics and goal achievement.
• Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Acted as main point of contact for all internal departments.

• Increased employee productivity by establishing and monitoring customer care performance indicators, service basics metrics and goal achievement.
• Responsible for all aspects of compliance and operations of the branch.
• Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
• Managed cash intake and deposit records, increasing accuracy and reducing discrepancies.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.