Heather Clayton
Lowell
Summary
Dedicated Multi Channel Specialist with a strong focus on customer service, account resolution, and product education. Proven track record in managing inquiries across multiple channels and efficiently resolving issues.
Overview
13
13
years of professional experience
Work History
Multi Channel Specialist
Eastern Bank/Cambridge Trust
Wakefield
06.2020 - Current
- Managed customer inquiries through phone, chat, video and email support channels.
- Assisted customers in resolving product issues and service concerns.
- Educated customers on product features and promotions effectively.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Taking incoming loan applications NMLS certified
- Assisting customers with fraud disputes as well as educating with fraud prevent tips
Customer Service Specialist
Century Bank
Medford
06.2019 - 06.2020
- Working with branches to assist customers with stop payments, online banking and bill payment issues
- Assisting customer with issues from research, stop payments, online banking, bill and disputes on account charges
- Promote knowledge of all Century Bank products to new and existing customers
- Courteous, professional and timely assistance of customers via phone, email, or webcam on Century Bank's ITM (Interactive Teller Machine)
Assistant Manager
Prime Storage
Dracut
11.2018 - 04.2019
- Monitoring property while maintaining Prime Storage policies
- Working with past due accounts and working with customers to prevent loss of unit
- Daily Bank deposits
- Working with Manager to expand customer base with marketing and other options
Teller, Cust Svc Spec, Branch Supervisor
Sage Bank
Lowell
08.2012 - 11.2018
- Processed customer transactions efficiently and accurately.
- Assisted customers with inquiries and account management.
- Promoted bank products and services to enhance customer relationships.
- Trained new tellers on systems and procedures effectively.
- Daily processing of branch totals, cash ordering and balancing of ATM's
- Monitoring staff schedule and working with Branch Manager to create a monthly schedule
- Managing of daily returns and insufficient funds reports by contacting customers and resolving any issues or concerns with the customer
- Quickly and accurately process all transactions as requested by the customer
Education
Associate of Arts - Administrative Assistance
Hesser College
Manchester, NH 06-1990
Skills
- Customer service
- Loan application processing
- Multi-channel support
- Customer relationship management
- Product education
- Account resolution
- Team collaboration
- Problem solving
- Conflict resolution
- FIS Products
- Salesforce
Timeline
Multi Channel Specialist
Eastern Bank/Cambridge Trust
06.2020 - Current
Customer Service Specialist
Century Bank
06.2019 - 06.2020
Assistant Manager
Prime Storage
11.2018 - 04.2019
Teller, Cust Svc Spec, Branch Supervisor
Sage Bank
08.2012 - 11.2018
Associate of Arts - Administrative Assistance
Hesser College