TERESA GRIECO - PANNOZZO
INNSIFIL,ONTARIO
Summary
Experienced Teller bringing extensive financial and customer service knowledge from fast-paced bank settings. 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
36
36
years of professional experience
Work History
Member Service Representative
Duca Financial Services Credit Union
02.2011 - Current
- Processed customer transactions promptly, minimizing wait times.
- Turned in excess cash to maintain drawer security.
- Placed orders for customer checks and verified starting numbers.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
- Educated customers on use of banking website and mobile apps.
- Stocked supplies for customers and personal teller station.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Reconciled cash drawer and resolved discrepancies.
- Counted and packaged currency and coins.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- ATM balance and Cash Count
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Quickly learn new skills and applied them to daily tasks, improving efficiency and productivity
- Worked flexible hours; helping other branches and working Saturday if needed
Member Service Officer
Virtual One Credit Union Limited
10.2007 - 02.2011
- Virtual One Credit Union Limited
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Examined tellers' reports of daily transactions for accuracy.
- Counted cash drawers and made bank deposits.
- Advised members regarding RRSP/RRIF/GIC
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Maintained friendly and professional customer interactions.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Counted and packaged currency and coins.
- Balancing ATM and CRU machines
- Open and Closing of accounts
- Responsible for ordering cash
- Maintain logs for traveler's cheques,bank draft, and ATM cards.
- Member inquiries, dealing with solving member issues and complaints
- Trained new personnel regarding company operations, policies and services
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
- Received loan and utility payments, sending funds to correct destinations
- Established rapport with new clients to increase satisfaction and loyalty
Team Leader / Supervisor Third Party
TCH/ Alliance One Ltd
01.2004 - 01.2007
- Debt Recovery
- Responsible for a Team of 20
- Reaching monthly quotas
- Dealing with client care issues
- Training all new employees on software, policies and customer service.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching monthly quotas
- Assisted with new hire processing and existing training programs
- Investigated and reviewed credit risks and collections
- Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers
- Scheduled employees to provide full coverage of incoming and outgoing calls
- Monitored accounts for compliance with established payment plans and flagged non-compliances
- Trained new team members on scripts, company services and collection strategies
- Negotiated to collect balance in full
- Achieved performance goals on consistent basis
- Used probing techniques to determine debtors' reasons for delinquency
- Used skip tracing and other techniques to locate debtors
Senior Collector Representative / Third Party Debt
TCH/ Alliance One Ltd
01.2003 - 01.2004
- Recovery
- Responsible for collecting overdue arrears and outstanding debts for various financial institutions
- Responsible for collecting overdue and outstanding accounts for utility companies Dealing with Bankruptcy trustee, and credit counseling Meeting monthly quotas
- Participated in team-building activities to enhance working relationships
- Carried out day-to-day duties accurately and efficiently
- Handled 60 calls per day to address customer inquiries and concerns
Senior Legal Accounts Administrator/ Debt Recovery
Pomer & Boccia Barristers & Solicitors
01.1996 - 01.2003
- Responsible for collecting debts for overdue loans and credit cards, dealing with bankruptcy and credit counseling
- Trainer for all new employees on software and phone systems
- Meeting monthly quotas
- Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers
- Researched accounts and completed due diligence to resolve collection problems
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies
- Interviewed and assisted in selection of candidates for collections positions on team of 50
- Scheduled employees to provide full coverage of incoming and outgoing calls
Customer Service/Collections Supervisor
T.S.R. Marketing Group
01.1994 - 01.1996
- Responsible for a staff size of 12
- All accounting
- Collections of overdue accounts/charge backs
- Correspondence, data entry
- Payroll and commission
- Processed payments and applied to customer balances
- Investigated and reviewed credit risks and collections
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies
- Scheduled employees to provide full coverage of incoming and outgoing calls
Customer Service / Receptionist
Canadian Physiotherapy Assoc
01.1992 - 01.1994
- Answered central telephone system and directed calls accordingly
- Accounts receivable/payable, Membership Renewals
- Confirmed appointments, communicated with clients and updated client records
- Provided callers with address, directions, company website and related information
- Kept reception area clean and neat to give visitors positive first impression
- Maintained confidentiality of information regarding clients and company
- Provided clerical support to company employees by copying, faxing and filing documents
Members’ Representative
L.C.B.O, Credit Union
01.1991 - 01.1992
- All banking transactions
- Assisting in the process of loan applications
- Relief switchboard
Members’ Representative
Toronto Electrical Credit Union
01.1990 - 01.1991
- All banking transactions
- Assisting in the process of loan applications
- Filing, general office duties
Receptionist
Nabisco Brands Ltd
01.1989 - 01.1990
- Handling incoming calls
- Message Center
- Greeting Clients
- Maintain filing system
Assistant Manager
Neighbors Store/ Petro Canada
01.1987 - 01.1990
- Staff Scheduling
- Bank deposits
- Accounts receivables/accounts payable
- Ordering, Inventory
Education
Toronto School of Business
1991
O.S.S.G.D - undefined
C.W. Jeffereys S.S
1987
Skills
- Member Relations
- Understanding Customer Needs
- Clear Verbal Communication Skills
- Computer Proficiency
- Key holder experience
- Training development aptitude
- Professional telephone demeanor
- Staff education and training
- Clear Verbal Communication Skills
- Computer Proficiency
- Money handling abilities
Timeline
Member Service Representative
Duca Financial Services Credit Union
02.2011 - Current
Member Service Officer
Virtual One Credit Union Limited
10.2007 - 02.2011
Team Leader / Supervisor Third Party
TCH/ Alliance One Ltd
01.2004 - 01.2007
Senior Collector Representative / Third Party Debt
TCH/ Alliance One Ltd
01.2003 - 01.2004
Senior Legal Accounts Administrator/ Debt Recovery
Pomer & Boccia Barristers & Solicitors
01.1996 - 01.2003
Customer Service/Collections Supervisor
T.S.R. Marketing Group
01.1994 - 01.1996
Customer Service / Receptionist
Canadian Physiotherapy Assoc
01.1992 - 01.1994
Members’ Representative
L.C.B.O, Credit Union
01.1991 - 01.1992
Members’ Representative
Toronto Electrical Credit Union
01.1990 - 01.1991
Receptionist
Nabisco Brands Ltd
01.1989 - 01.1990
Assistant Manager
Neighbors Store/ Petro Canada
01.1987 - 01.1990
Toronto School of Business
O.S.S.G.D - undefined
C.W. Jeffereys S.S
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