Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Lee Penner

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

7
7
years of professional experience

Work History

Member Advisor

Valley First
02.2020 - Current
  • Helped large volume of members every day with positive attitude and focus on customer satisfaction.
  • Opened new member accounts, TFSA and RRSP contracts and term investments
  • Championed branch marketing details and contents
  • Self-managed member contact queues in a timely and efficient manner
  • Responded to member calls and emails to answer questions about products and services.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse member questions.
  • Verified member identification and documentation for compliant transactions.
  • Learned internal systems and related service role duties to provide skilled team backup in handling member demands.
  • Educated and engaged members with new bank products and services.
  • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
  • Investigated and resolved member inquiries and complaints quickly.
  • Responded to member requests, offering excellent support and tailored recommendations to address needs.
  • Built and strengthened member relationships by leveraging excellent interpersonal and communication skills.
  • Reconciled cash drawer and resolved discrepancies.
  • Educated members on use of banking website and mobile apps.
  • Trained new hires on customer service policies and procedures.
  • Monitored and verified suspicious activity on customer accounts.

Financial Service Representative

Cashco Financial
07.2018 - 12.2019
  • Identified sales opportunities and assisted in financial health
  • Managed client accounts including overdue balances
  • Followed and enforced compliance guidelines regarding clients and employee security
  • Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
  • Developed strong relationships with customers through high levels of customer service.
  • Recommended loan approvals and denials based on customer loan application reviews.
  • Assisted customers in understanding loan terms and conditions to make informed decisions.
  • Monitored performance of existing loan portfolios to identify and address any issues.

Customer Service Representative

Money Mart
08.2016 - 07.2018
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Logged cashier's checks and other transactions to maintain accurate account records.
  • Used professional and logical judgement and investigation to determine fraudulent transactions
  • Assisted with training of new advisors on policies and procedures.
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.

Education

High School Diploma -

Norkam Secondary
Kamloops, BC
06.2013

Skills

  • Issue Resolution
  • Service Upselling
  • Product Sales
  • Member Service
  • Needs Assessment
  • Regulatory Compliance
  • Product Recommendations
  • Account Management
  • Calm Under Pressure
  • Employee Coaching
  • Work Prioritization
  • Sales Transactions

Languages

English
Native or Bilingual

Timeline

Member Advisor

Valley First
02.2020 - Current

Financial Service Representative

Cashco Financial
07.2018 - 12.2019

Customer Service Representative

Money Mart
08.2016 - 07.2018

High School Diploma -

Norkam Secondary

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Lee Penner