Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Languages
Technical Skills
Timeline
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Shelly Duncan

Riverside

Summary

Relationship-focused banking professional with over 8 years of experience in retail banking, mortgage servicing, and financial solutions. Skilled in building and deepening client relationships, identifying financial needs, and delivering tailored deposit, credit, and lending solutions, while ensuring compliance with regulations. Recognized for consistently exceeding sales and service goals, collaborating with partners to provide holistic financial guidance, and promoting digital and self-service tools to enhance the customer experience. Dedicated to driving growth, improving client satisfaction, and contributing to team success in fast-paced, regulated environments.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Associate Banker ME

Chase Bank
Corona
02.2024 - Current
  • Top performing ABME in the branch; increased personal financial health solution output from 1 per week to 2 a day through proactive client engagement and consistent needs-based conversations.
  • Deliver exemplary customer service by educating, empowering, and engaging customers with professionalism, assessing financial needs, and providing tailored banking solutions.
  • Educate clients on digital banking tools and self-service options, improving adoption and enhancing client experience.
  • Originate and service a variety of deposit and credit products; support partners by identifying opportunities, and connecting clients with specialized services to enhance financial planning efforts.

Account Resolution Specialist II

Wells Fargo Home Mortgage
San Bernardino
09.2020 - 10.2023
  • Averaged 50-75 inbound and outbound calls daily, delivering excellent service, and collaborating with internal teams to deliver timely, compliant resolutions.
  • Mitigated risk by adhering to policies, procedures, and regulations; educated clients on loan terms, repayment options, and account obligations while maintaining business and client confidentiality.
  • Resolved complex account issues by analyzing data across multiple systems, and providing accurate, policy-driven solutions.
  • Documented interactions and resolutions in the customer relationship management system.

Personal Banker

Wells Fargo Bank, N.A.
Riverside
11.2017 - 09.2020
  • Built and nurtured customer relationships by uncovering financial priorities and recommending tailored banking, lending, and digital solutions.
  • Leveraged partners to deliver holistic financial planning for emerging affluent and small business clients.
  • Regularly surpassed performance goals by building and deepening new and existing relationships.
  • Represented the branch at community outreach events, providing financial education and resources to local schools and small businesses.

Bank Teller

Wells Fargo Bank, N.A.
San Bernardino
02.2017 - 11.2017
  • Executed outstanding customer service by building rapport with clients, briefly uncovering needs in conversation, and then introducing the benefits of products, services, and digital options.
  • Frequently identified quality opportunities at the teller window, introducing leads to bankers with an intentional focus on solutions.
  • Regularly displayed the ability to execute in a fast-paced, high-demand environment, while handling large sums of money and balancing operational responsibilities.
  • Utilized strong communication and interpersonal skills when faced with complex interactions, and displayed the ability to clearly communicate subject matter at cross-functional levels to provide a satisfactory resolution for customers.

Education

Associate in Arts (A.A.) - Administration & Information Systems

Riverside City College
Riverside, CA
12.2023

Associate in Science (A.S.) - Business Human Resources

Riverside City College
Riverside, CA
12.2023

Skills

  • Client Relationship Management
  • Consumer Lending and Credit Solutions
  • Regulatory Compliance and Risk Mitigation
  • Deposit and Retail Banking Services
  • Needs-Based Financial Conversations
  • Cross-Selling and Referral Generation
  • Digital and Self-Service Banking Tools
  • Problem Resolution and Conflict Management

Affiliations

  • Culture Champion, Chase Bank - Represent branch culture by connecting employees with resources such as mental health and tuition reimbursement programs, and planning events such as Employee Appreciation Week.
  • Elevate Program Participant, Chase Bank - selected as a high-performing Associate Banker to participate in Chase's professional development program focused on elevating client engagement, collaboration, and financial health promotion.
  • Communications Chair, Latin TMN, Wells Fargo Diversity Network - Served as board member supporting internal communications, engagement, and inclusion initiatives for a national employee network.

Certification

California Notary Public

Languages

English
Native/ Bilingual
Spanish
Professional

Technical Skills

  • Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
  • CRM & Banking Systems (experience with multiple financial platforms)
  • Call Center Systems & Multi-Platform Navigation
  • California Notary Public
  • Typing Speed: 70 WPM
  • Data Analysis & Reporting
  • Event Coordination & Employee Engagement Programs

Timeline

Associate Banker ME

Chase Bank
02.2024 - Current

Account Resolution Specialist II

Wells Fargo Home Mortgage
09.2020 - 10.2023

Personal Banker

Wells Fargo Bank, N.A.
11.2017 - 09.2020

Bank Teller

Wells Fargo Bank, N.A.
02.2017 - 11.2017

Associate in Arts (A.A.) - Administration & Information Systems

Riverside City College

Associate in Science (A.S.) - Business Human Resources

Riverside City College

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