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Top 50 Phone Banker Skills

Below we've compiled a list of the most important skills for a Phone Banker. We ranked the top skills based on the percentage of Phone Banker resumes they appeared on. For example, 30.1% of Phone Banker resumes contained Customer Service as a skill. Let's find out what skills a Phone Banker actually needs in order to be successful in the workplace.

These are the most important skills for a Phone Banker:

1. Customer Service

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high Demand
Here's how Customer Service is used in Phone Banker jobs:
  • Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve sales and productivity.
  • Provide excellent and courteous customer service by following an established troubleshooting system with efficiency and accuracy.
  • Provided outstanding customer service on every call.
  • Provided exceptional customer service to client questions.
  • Provide Exceptional customer service to customers around the world making sure that I follow bank rules and government regulations.
  • Provide customer service to all bank customers, with the ability to cross sell products offered by company.
  • Provide customer service with the objective of profiling customers and selling new or additional products and/or services.
  • Coached New Hire Classes and assisted with development after training; encouraged WOW customer service philosophy.
  • Help customers succeed financially with a positive tone and great customer service skills.
  • Deliver excellent customer service by going Above and Beyond for my customers.
  • Worked as a customer service clerk over the phone.
  • Answer phones and provide customer service to all customers.
  • Provided customer service, and gave balance information.
  • Enhance customer relationship by providing excellent customer service.
  • Train and coach my team on ways to improve their customer service skills while assisting our members needs.
  • Credit Card Customer Service Up-Sale customers to products and services that the company offers.
  • Brief work description: Customer service and sales representative.
  • Provide excellent customer service in a timely manner.
  • Provide customer service to existing customers Review current accounts over the phone Recommend new account options for customers
  • Answered calls in call center settiing, Assisting serv icing members accounts.Deactivated lost/stolen credit cards.Adjusted claims.Provided excellent customer service.

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4 Customer Service Jobs

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2. Sales Goals

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high Demand
Here's how Sales Goals is used in Phone Banker jobs:
  • Assist Wells Fargo business clients with account information, mortgage loan payments and meet sales goals by up-selling Wells Fargo products.
  • Offer products and services beneficial to clients and their banking needs to achieve aggressive sales goals which are measured daily.
  • Required to meet certain sales goals, and business goals daily, weekly, and monthly.
  • Provide tenured experience to customer service role -Assist with coaching peers to meet sales goals
  • Motivate team members to meet their sales goals and participate in team projects.
  • Sell products and services and achieve aggressive sales goals which are measured daily.
  • Meet and exceed daily, monthly, quarterly, and annual sales goals.
  • Meet and exceed sales goals on a daily, weekly and monthly basis
  • Work as a united team to achieve weekly sales goals.
  • Cross sell products and services to achieve aggressive sales goals.
  • Meet and/or exceeds daily sales goals and quotas.
  • Help drive sales goals and achieve monthly quotas.
  • Achieve aggressive sales goals that are measured daily.
  • Competed in service satisfaction and met sales goals.
  • Reached company set sales goals.
  • Handle customer inquiries, complaints, banking questions and payment extension/service requests Sold products and services and achieved aggressive sales goals
  • Assisted in five week new hire class to achieve excellent customer service and sales goals.
  • Handled high-volume calls in a timely manner, while exceeding all sales goals.
  • Travel Plans, debit card activation, sales goals and training.
  • Provided customer support to credit cardholders Identified cross selling opportunities to meet department sales goals Maintained client retention while providing problem resolution

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3. Financial Needs

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high Demand
Here's how Financial Needs is used in Phone Banker jobs:
  • Referred customers to products that best fit their financial needs along with making sure I met personal and team goals daily.
  • Updated information, offered products based off of customers financial needs to help them have a better overall banking experience.
  • Review customers' financial history and current standing to determine if their desired financial needs can be met.
  • Introduced customers to personal bankers and other departments about products and services to meet their financial needs.
  • Refer and sell products and services offered by institute to help customer with financial needs.
  • Focus on the customer's visions, financial needs, help them succeed financially.
  • Offer products that meet customers' ongoing financial needs while providing exceptional customer service.
  • Serviced inbound calls from high valued customers to find solutions to their financial needs.
  • Answer incoming calls daily from customers and assisting with their financial needs.
  • Discovered financial needs and referred products that will help the customer i.e.
  • Help clients determine what their financial needs are and goals should be.
  • Interacted with clients to assess their financial needs and growth opportunities.
  • Deepen the understanding of customer s financial needs and provide suggestions.
  • Received inbound calls from customers assisting with financial needs.
  • Help my customers with financial needs.
  • Offer products that meet customers' ongoing financial needs in efforts to service and expand their banking experience.
  • Referred products to customers that best met their financial needs * Provided excellent customer service.
  • Resolve customer concern over the phone Offer products that meet customer ongoing financial needs.
  • Offered products and services that meet customers ongoing financial needs.
  • Offered products that met customer's ongoing financial needs.

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4. Customer Accounts

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high Demand
Here's how Customer Accounts is used in Phone Banker jobs:
  • Resolved discrepancies or complaints in customer accounts through research and reconciliations.
  • Pinpointed and resolved account discrepancies for established and new customer accounts.
  • Established and modified customer accounts.
  • Compile and check daily record sheets; such as customer accounts, receipts, and vouchers using computerized or manual systems.
  • Evaluated customer accounts, reviewing customer spending habits and identifying the appropriate account programs, which lead to additional account acquisition.
  • Increased customer accounts by suggestive selling, and worked with a variety of computer programs to ensure customer satisfaction.
  • Serviced Wells Fargo customer accounts; Maintain and manage well-developed professional knowledge of entire products and services line offered.
  • Maintain customer accounts by assisting with both general inquiries and complex customer concerns.
  • Assessed customer accounts and advised them on services and products for banking needs.
  • Opened new customer accounts, including checking, savings and lines of credit.
  • Answer phones, assist customer accounts, provide financial support tools
  • Performed research on customer accounts to ensure their account integrity.
  • Opened and revised customer accounts with quality data entry skills.
  • Evaluate customer accounts to ensure proper posting was correct.
  • Organize and update all customer accounts as needed.
  • Assist with all aspects of customer accounts.
  • Service customer accounts, answer.
  • Rectify problems with customer accounts.
  • Analyze customer accounts to offer products and services that would benefit customers' ongoing financial needs.
  • Take inbound calls and provide great customer service Offer products and services to help customers Service customer accounts and requests

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5. Customer Relationships

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high Demand
Here's how Customer Relationships is used in Phone Banker jobs:
  • Surpassed established goals for promoting and selling products and services to successfully expand and retain customer relationships.
  • Think critically, and develop customer relationships efficiently in a fast-paced, high volume environment.
  • Build and maintain professional customer relationships through customer service excellence.
  • Maintained customer relationships ensuring bank retained all of customer business.
  • Expand customer relationships through consultative sales using expert banking knowledge.
  • Resolved customer concerns and developed customer relationships.
  • Identified opportunities to enhance customer relationships with ongoing product promotions and offers to achieve departments aggressive goals of 25% daily.
  • Utilize banking product and knowledge to expand customer relationships through consultative sales in a call center environment.
  • Think critically, solve problems, and develop customer relationships through properly research and resolution techniques.
  • Used sales experience to offer new products and services to grow customer relationships with Wells Fargo.
  • Exercised the ability to think critically, solve problems, and develop strong customer relationships.
  • Think critically, solve problems, and develop customer relationships one customer at a time.
  • Use effective sales and telephone techniques to solidify and build customer relationships.
  • Enhance customer relationships with Wells Fargo by marketing new products and services.
  • Think critically, solve problems, and develop customer relationships.
  • Expected to acquire, retain, and deepen customer relationships.
  • Used banking skills to expand Customer relationships through consultative sales.
  • Expand and prolong customer relationships through consultative sales.
  • Resolved a variety of complex client issues and reconstruction of accounts to maintain customer relationships efficiently.
  • Developed customer relationships Offered products and solutions that met customers ongoing financial needs

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6. Strict Procedures

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high Demand
Here's how Strict Procedures is used in Phone Banker jobs:
  • Followed strict procedures to keep customer information secure.
  • Provided first call resolution and followed strict procedures to offer customers the products and services they needed to succeed financially.
  • Handle each customer with a friendly, courteous touch while following strict procedures for handling various types of inquiries.
  • Provided friendly, courteous interaction with banking customers while following strict procedures for handling various types of customer inquiries.
  • Take inbound calls responding to routine and complex customer inquiries regarding consumer products and services while following strict procedures.
  • Provide great customer service skills to customer while following strict procedures for handling various types of inquiries.
  • Accommodated customers request promptly, while still following strict procedures that meet compliance of federal guidelines.
  • Provide first call resolution, while following strict procedures that meet compliance and federal guidelines.
  • Provided conflict resolution for bank customers while following strict procedures that meet compliance guidelines.
  • Provide outstanding customer service, and follow strict procedures that meet compliance guidelines.
  • Provided first-call resolution, while following strict procedures that met compliance guidelines.
  • Provided first call resolution while adhering to strict procedures and compliance guidelines.
  • Combined with following strict procedures for handling service fee refunds on accounts.
  • Follow strict procedures for handling various types of inquiries and problem solving.
  • Handled each customer with a courteous/friendly attitude while following strict procedures.
  • Provide first call resolution, while following strict procedures.
  • Follow strict procedures while handling various types of situations.
  • Provide first call resolution, while following strict procedures that meetcompliance guidelines on customer's deposit accounts.
  • Provided first call solutions for financial needs, while following strict procedures thatmeet compliance guidelines.

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7. Phone Calls

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high Demand
Here's how Phone Calls is used in Phone Banker jobs:
  • Conducted Verification of Employment and Re-verification of Employment phone calls.
  • Received telephone calls regarding customer banking questions or inquiries.
  • Conducted telephone calls assisting the caller with directions and information needed for tutorial services and classes.
  • Answered inbound phone calls to answer customer's complex questions regarding various account types.
  • Answer incoming phone calls from customers, Accurately answering questions and concerns for customers.
  • Handled up to 80 inbound and outbound phone calls regarding customers Health Saving Accounts.
  • Take phone calls for First National Bank Texas, help customers with account maintenance.
  • Job Duties: Service/Sell consumer banking products by way of incoming phone calls.
  • Answered customer phone calls witch range from 100 to 120 calls per day.
  • Coached new team members on how to handle customer service phone calls
  • Answered phone calls of customers asking about getting a loan.
  • Answered average 90-120 phone calls per day.
  • Answered and directed phone calls.
  • De-escalated irate phone calls using interpersonal skills ensuring quality customer service and building valued relationships with clients.
  • Answer inbound phone calls Service the accounts (overdrafts, fees, general questions, travel plans, etc.)
  • place phone calls to citizens letting them now about what is going on in there area politically.
  • answered inbound phone calls to assist customers with their bank accounts.
  • Make scripted telephone calls around issue or election campaign Handle 50-100 calls per day Navigated the Microsoft Office Suite and a keyboard
  • Answer 60-100 customer service phone calls a day Make telephone transfers Cross-sell products on a needs-basis
  • Maintain thorough records of fundraising phone calls and fundraising data.

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8. Bank Products

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high Demand
Here's how Bank Products is used in Phone Banker jobs:
  • Inform of bank products, provide account status data, correspondence, process disputes, and provide claim status info
  • Assisted cardholders with credit card questions while offering additional bank products to establish a stronger relationship,
  • Answered a minimum of 70 plus calls daily and cross-sell bank products to existing clients.
  • Assessed customer's financial needs by probing and cross selling bank products and services.
  • Extended various bank products and other services to customers before ending phone calls.
  • Coordinate closely with clients to recommend and sell bank products and services.
  • Explained, promoted and sold bank products and services by phone.
  • Cross sold other bank products and services as needed by customer.
  • Offered bank products to meet customer's ongoing financial needs.
  • Provided assistance to consumer banking customers and cross-sold bank products.
  • Presented and explained bank products and services to customers.
  • Cross selling Bank products according to customer needs.
  • Manage incoming phone calls and refer bank products.
  • Explained and cross-sold new bank products and services.
  • Recommended bank products and services to customers.
  • Cross sell Wells Fargo bank products.
  • Attained centre and individual sales goals through promoting as well as cross-selling bank products.
  • Assist customers over the phone * Perform credit card maintenance Refer bank products Verify credit card activity
  • Answer phones Provide solutions for to customer needs Promote bank products Meet or exceed sales goals
  • Maximized opportunities to "upsell" customers on additional bank products and services.

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9. General Ledger Accounts

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high Demand
Here's how General Ledger Accounts is used in Phone Banker jobs:
  • Balance general ledger accounts, resolve complex customer issues using multiple resources and documents.

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10. Verbal Communication

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high Demand
Here's how Verbal Communication is used in Phone Banker jobs:
  • Demonstrated strong listening and verbal communication skills while maintaining and demonstrating a self-motivated and positive attitude.
  • Demonstrated oral and written verbal communication skills to help customers achieve financial goals.
  • Possess excellent verbal communication skills.
  • Consulted numerous daily sales contacts to settle any customer concerns while demonstrating strong listening, written, and verbal communication skills.
  • Demonstrated strong listening, written and verbal communication skills proven during coaching and call evaluations.
  • Demonstrate strong listening, written, and verbal communication skills on a daily basis.
  • Required to have strong listening, written and verbal communication skills.
  • Use strong listening and verbal communication skills to answer customer requests.
  • Use strong listening, written and verbal communication skills.
  • Demonstrated excellent verbal communication skills to de-escalate problem calls.
  • Demonstrate strong listening, written and verbal communication skills Meet/exceed daily goals and solve problems while working in a fast paced environment
  • Assist 80-100 customers per day with their banking concerns Achieve daily sales goals Demonstrate active listening, written and verbal communication skills

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11. Product Knowledge

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high Demand
Here's how Product Knowledge is used in Phone Banker jobs:
  • Presented Retail banking options using product knowledge to expand customer relations through consultative sales.
  • Provided excellent customer service, maintained product knowledge to demonstrate one call resolution.
  • Utilized banking product knowledge to expand customer relationships through consultative sales.
  • Delivered excellent customer service with extensive product knowledge.
  • Demonstrated product knowledge and recommended additional services.
  • Grow support team sales efforts by attending weekly sales, service, and product knowledge meetings.
  • Assist with account information and process claims and product knowledge and additional banking needs as requested.
  • Provided financial advice and product knowledge to customers and advised customers with banking concerns and issues.
  • Assist in cross training team members on product knowledge and company customer relations compliance guidelines.
  • Use extensive banking product knowledge to assist consumers in being financially secure and successful.
  • Use banking product knowledge to expand customer relationship and to maximize sales opportunities.
  • Learned, referenced and applied product knowledge information through the web based library.
  • Offer quality good customer service skills and maintain product knowledge at all times.
  • Maintain basic product knowledge to ensure that client needs may be identified.
  • Use banking product knowledge to further customer relationships through consultative sales.
  • Conducted Power Point presentations on product knowledge for consumer banking teams.
  • Learned, referenced, and applied product knowledge information.
  • Used banking product knowledge to expand customer relationships.
  • Provided financial advice and product knowledge to customers.
  • Assist leadership with coaching support; including supervisory call escalation, multi-tasking systems and product knowledge.

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12. High Volume

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high Demand
Here's how High Volume is used in Phone Banker jobs:
  • Handle a high volume of calls per day with an efficient and expedient handle time, in accordance with performance standards.
  • Managed high volume of incoming calls from customers and businesses inquiring about accounts and miscellaneous requests.
  • Provided customer service to Wells Fargo credit card holders in a high volume call center.
  • Answer high volumes of calls Sell products to customers to help manage their accounts.
  • Responded to inbound service calls in a fast-paced, high volume call center.
  • Answered complex high volume calls while maintaining customer satisfaction scores above 90%.
  • Call center environment, answering a high volume of calls 80-100 daily.
  • Serviced high volume of inbound calls regarding loans and lines of credit.
  • Answered high volume of phone calls in a fast-paced office.
  • Handled high volume of incoming calls in call center environment.
  • Sell products and services * High volume of Inbound Calls
  • Answered phone calls in a high volume environment.
  • Answer high volume of phone calls each day.
  • Answered a high volume of calls per day.
  • Handle high volume calls daily.
  • Handle a high volume of calls
  • Generated high volume of referrals.
  • Answered high volume of inbound calls per day, in a call center environment while maintaining a level of customer satisfaction.
  • Respond to high volume incoming customer's concerns over the phone while providing exceptional customer service.
  • Handled high volume inbound calls Assisted customers with concerns regarding accounts Transferred funds per customer request Data Entry

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13. New Accounts

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high Demand
Here's how New Accounts is used in Phone Banker jobs:
  • Assisted with closing customer accounts/transferring new accounts.
  • Handle bank account transactions, open new accounts, sell banking products and services that best fit the customer needs.
  • Opened new accounts, verified information and processed loan applications and worked closely with underwriters on approved loans.
  • Assisted with the opening of new accounts as well as new credit card accounts etc.
  • Answered inbound calls from customers about current and new accounts by suggested new products.
  • Assisted customers with help on setup and answered questions related to the new accounts.
  • Process transfers, payments, claims, account closures, and new accounts.
  • Assisted account holders in opening new accounts and upgrading existing service.
  • Support customers in opening new accounts and upgrading existing service.
  • Assisted customers who called in to set up new accounts.
  • Solicited new accounts and cross-sells products and services.
  • Report credit card lost/stolen and open new accounts.
  • Open new accounts for customers.
  • Established new accounts and proactively identified cross selling opportunities.
  • Compile information about new accounts, enter account information into computers, and file related forms or other documents.
  • Process bill pay, open new accounts and read full complete disclousure agreements.
  • Assist sales agents with opening new accounts, mortgages, insurance, etc.
  • Provided customer service regarding customer's accounts Solicited new accounts Directed incoming calls to proper departments
  • Assist customers in managing their personal accounts Ensure customer satisfaction Activate and establish new accounts
  • open new accounts Close accounts Customer Service

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14. Multiple Software Programs

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high Demand
Here's how Multiple Software Programs is used in Phone Banker jobs:
  • Provided exceptional customer service by solving complex problems using multiple software programs.
  • Researched information utilizing multiple software programs.
  • Build customer relationships by critically thinking to solve problems as well as navigating through multiple software programs at any given times.
  • Have the ability to think critically, solve problems, while using multiple software programs at a time.
  • Used multiple software programs to handle situations which required deviation from standard scripts, screens to cross-sale.
  • Think critically, solve problems, and develop customer relationships while using multiple software programs.
  • Solved complex problems with multiple software programs to resolve customer concerns over the phone.
  • Handle incoming calls from customers and solve complex problems with multiple software programs.
  • Solve complex problems with multiple software programs also, develop customer relations.
  • Resolve customer concerns and solve complex problems with multiple software programs.
  • Solve complex issues and requests by utilizing multiple software programs.
  • Used multiple software programs to give and complete transactions.
  • Solve complex account transactions with multiple software programs.
  • Solve complex problems with multiple software programs.
  • Worked with multiple software programs.
  • Solve complex problems with multiple software programs Provided all confidential information to caller only after authenticating identification of caller.
  • Promoted Wells Fargo products and services to better meet the banking needs of our customers Solved complex problems with multiple software programs
  • Research, service, multi-task & prioritize to resolve issues on customer accounts w/ multiple software programs.
  • Use product knowledge to expand customer relationships Solve complex problems with multiple software programs
  • Solved complex problems with multiple software programs simultaneously in a timely manner.

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15. Complex Problems

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Here's how Complex Problems is used in Phone Banker jobs:
  • Demonstrated ability to think critically and communicate effectively, utilized multiple software programs to solve complex problems.
  • Solve complex problems related to software programming
  • Resolved complex problems based primarily on knowledge of the business, a well as general guidelines or procedures.
  • Research complex problems on client accounts with the goal of resolving issues to regain client trust and satisfaction.
  • Solved complex problems while using multiple software systems while always exceeding daily and quarterly goals and metrics.
  • Diffuse difficult situations, resolve complex problems and refer 12% of calls to a product specialist.
  • Assist with customers and third parties inquires, and solve complex problems that require considerable judgment.
  • Processed claims request, fee reimbursements, and solved complex problems with multiple software programs.
  • Think critically and solve complex problems with multiple software programs.
  • Resolve routine to moderately complex problems and inquiries.
  • Solve complex problems using multiple software at once.
  • Researched and resolved complex problems.
  • Demonstrated critical thinking to solve complex problems and develop customer relationships in atimely fashion.
  • Resolve complex problems in a timely manner following company's policy and procedures.
  • Expanded customer relationships by Handling incoming calls from Wells Fargo's customers Solved complex problems with multiple software programs.
  • Resolve customer concerns over the phone -Offer products that meet customers ongoing financial needs -Solve complex problems with multiple software programs

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16. Compliance Guidelines

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Here's how Compliance Guidelines is used in Phone Banker jobs:
  • Maintained a high level of customer satisfaction while adhering to specific compliance guidelines.
  • Coordinated problem resolution within the compliance guidelines.
  • Analyzed financial accounts, using banking and accounting software, to provide quality resolutions while following procedures to meet compliance guidelines.
  • Meet aggressive sales, call quality, and adherence goals required by Well Fargo in order to meet compliance guidelines.
  • Maintained a high level of customer satisfaction while adhering to compliance guidelines for handling customer inquiries and concerns.
  • Adhered to all federal and state compliance guidelines regarding consumer banking and Wells Fargo company policy.
  • Provide first call resolution, by following procedures that meet compliance guidelines.
  • Assisted customers with accounts Followed all regulations and compliance guidelines Introduced services and products to customers Helped customers find solutions to issues
  • Provided first call resolution Followed stricked procedures that met compliance guidelines Utilized multiple screens Provided understanding and comfort to customers while assisting

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17. Customer Interactions

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Here's how Customer Interactions is used in Phone Banker jobs:
  • Ensured retention and exercised excellent customer service in all customer interactions.
  • Maintained friendly and professional customer interactions.
  • Document customer interactions and product/service issue.
  • Keep records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Maintained detailed records of customer interactions / transactions encompassing inquiries, complaints, comments, and actions.
  • Trained staff on how to improve customer interactions.
  • Trained staff on how to improve customer interactions.Led a team of customer service representatives to increase service center profitability.
  • Maintained a high level of customer satisfaction via phone, properly documented all customer interactions per operating procedures.
  • Answer general phone inquiries and transfer calls as required Maintained friendly and professional customer interactions at all times.
  • Keep records of customer interactions, or transactions, recordingdetails of inquiries, and actions taken.

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18. Data Entry

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Here's how Data Entry is used in Phone Banker jobs:
  • General phone banking customer service duties including maintaining customers accounts, offering financial advice and data entry.
  • Perform daily data entry for various accounts utilizing multiple systems to ensure maximum accuracy.
  • Performed data entry while utilizing various software programs in according with company policy.
  • File claim, ten key, data entry, adhere to government mandated policies and procedures provide excellent customer service skills
  • Maintained 10 key alpha and numeric data entry to update, edit, and conduct searches for banking clients.
  • Handled monies, credit card maintenance, customer service, ensured quality of service, call center, data entry
  • Assisted customers with orders, sales, customer service, billing inquires, placed orders, data entry.
  • Work as phone banker, talk with voters about the upcoming elections, and some data entry.
  • Utilized skills dealing with high-volume calls, computer programs, and data entry.
  • Ensured accurate data entry to personal customer data as needed.
  • Utilize different computer systems for customer research and data entry.
  • Organized and thorough in all paperwork and data entry.
  • General data entry and computer skills.
  • Process claims for customers *Data Entry.

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19. Financial Products

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Here's how Financial Products is used in Phone Banker jobs:
  • Recommended financial products to grow customer financial portfolios.
  • Provide financial products & services which include, checking and savings account, credit cards, loans and lines of credit.
  • Implement decisions on complex issues such as waiving bank fees, handled transfers, and advise customers about financial products.
  • Sell financial products such as stocks, bonds, mutual funds, and insurance if licensed to do so.
  • Determined the specific needs of customers and advised them about financial products and services that could benefit them.
  • Responded to an average of 30 to 40 customer complaints per day regarding financial products and services.
  • Respond to routine and/or complex inquiries from customers regarding financial products and services for first contact resolution.
  • Locate financial products and services that add value and convenience to each customer's unique needs.
  • Averaged a monthly profit of $8,000 in financial products for business owners and clients.
  • Resolved routine and complex customer inquiries and complaints about financial products and services.
  • Assist customers by recommending appropriate financial products and services and transfer sales leads.
  • Responded to inquiries and complaints from customers regarding financial products and services.
  • Resolve routine inquiries and complaints from customers regarding financial products and services.
  • Promoted and sold financial products and services tailored to customer needs.
  • Respond to routine inquiries and grievances from customers regarding financial products.
  • Cross selling financial products that can help benefit them in any way
  • Sell and up-sell financial products that best fit the customers.
  • Promote financial products that help customers save money.
  • Refer financial products to customers.
  • Process referrals for financial products Process claims regarding lost/stolen or fraud account activity

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20. Customer Calls

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Here's how Customer Calls is used in Phone Banker jobs:
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Handled escalated customer calls requiring advanced problem solving skills.
  • Perform maximum quality assurance while servicing customer calls.
  • Receive customer calls in a high volume inbound call center setting regarding their bank accounts and general banking information.
  • Handled quota of 100 to 120 customer calls per day, responding to questions from Wells Fargo customers.
  • Answered anywhere from 50-150 customer calls per day, Handled basic customer calls seeking account information.
  • Answered a constant flow of customer calls with up to 20 calls in queue per minute.
  • Answer customer calls, and assist customers with their banking needs efficiently and pleasantly.
  • Answered a constant flow of customer calls with a number of calls in queue.
  • Job Duties: Answer incoming customer calls and overcoming customers' banking concerns.
  • Fielded incoming customer calls to provide answers in regard to account services.
  • Answered customer calls regarding their bank accounts or general banking questions.
  • Key Duties: Answer customer calls and provide customer service.
  • Answered customer calls while helping them manage their accounts.
  • Handle routine customer calls by taking 50+ inbound calls.
  • Handled over 100 customer calls per day.
  • Follow up customer calls where necessary.
  • Diffused escalate * d customer calls.
  • Answered and serviced inbound customer calls.
  • Handled between 100-120 customer calls a day and provided customers with new products and services, while maintaining customers current accounts.

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21. Courteous Touch

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Here's how Courteous Touch is used in Phone Banker jobs:
  • Handle each customer with a friendly, courteous touch while following strict company procedures.

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22. Additional Products

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Here's how Additional Products is used in Phone Banker jobs:
  • Identify sales opportunities by evaluating customer's current relationship and business objectives to effectively recommend additional products or services.
  • Offered additional products and services and introduced customers to sales specialists for referrals.
  • Enhance banking relationships by offering additional products and services and explaining benefits.
  • Serviced existing customers and recommended additional products that will further benefited them.
  • Referred additional products and services to enhance their banking relationships.
  • Identified opportunities to sell additional products while making recommendations.
  • Refer additional products that can benefit each customer personally.
  • Processed requests and unsold additional products.
  • Suggest additional products and services to educate customers of products that can meet their financial needs.
  • Educated customers about banking regulations, account features, transaction histories, and additional products.
  • Look for any additional products and services that may help the customers banking experience.
  • Assisted customers with their accounts while profiling them for additional products by phone.
  • Obtain very high sales goals/metrics with referring additional products and services.
  • Answer incoming calls, services accounts and promote additional products.
  • Recommend new and additional products that will benefit the customer.
  • Assessed needs of customer to offer additional products and services.
  • Offered additional products and services to benefit the customer.
  • Solicited sale of new and additional products.
  • Refer additional products and services.
  • Assist customer with Checking and saving account inquiries sold additional products( i.e.)

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23. Credit Card Transactions

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Here's how Credit Card Transactions is used in Phone Banker jobs:
  • Placed stop payments on stolen checks and unauthorized debit and credit card transactions.
  • Process payments Advise customers of Credit Card transactions and possible limit increases.

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24. Referral Rate

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Here's how Referral Rate is used in Phone Banker jobs:
  • Achieve customer satisfaction by exceeding specific target and recognition for best referral rate.
  • Maintained over qualified referral rate.
  • Develop ability to manage multiple and competing priorities; average handle time, referral rate, and warm transfer rate.
  • Achieve sales goals, referral rates, and customer satisfaction while contributing to training and development of other staff.
  • Maintain a daily referral rate of 17% and warm transfer rate of at least 3% daily.
  • Received multiple top performer awards for efficiently managing service queues with a 21% product referral rate.
  • Increased customer referral rate by 21% * Willingness and ability to work overtime as needed.
  • Maintained and exceeded sales quota of 26% referral rate and 9% transfer to sales.
  • Maintain monthly goals/ Sales & Perform group activities to bring sales and referral rates higher.
  • Top performer in Referral Rate, Sales, and Warm Transfers Rate to Sales.
  • Exceeded daily quota of 10% transfers to sales and 28% referral rate.
  • Strengthened team goals by continuously exceeding the 24% referral rate threshold.
  • Assisted with sales solutions to enhance referral rate for newly trained peers.
  • Peer coaching and mentoring bankers who struggles with AHT and referral rate.
  • Increased referral rate by 5 percent.
  • Maintained a strong referral rate.
  • Maintained a referral rate of 35% per day (Site Goal: 22% per day).
  • Top performing member on team, having highest metrics including sales rate, quality, and referral rate.
  • Maintained successful monthly referral rate of 20% or higher.
  • Maintain Quality (QA), Avergage Handle Time (AHT) and Referral Rate (RR)

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25. Fraud Claims

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Here's how Fraud Claims is used in Phone Banker jobs:
  • Job responsibilities included answering numerous customer calls concerning finance, banking concerns and assist with fraud and non-fraud claims.
  • Initiated ATM & debit card fraud claims, sold products and services, and achieved aggressive sales goals.
  • File fraud claims and suggest ways to minimize fraud when customers have fraud on their account.
  • Check orders, balance inquiry, loan payments, account research, fraud claims.
  • Submitted fraud claims for customers who have unauthorized activity on their bank accounts.
  • Filed multiple fraud claims for credit card and debit card transactions daily.
  • Process transfers, balance inquires, fraud claims and assistance customers.
  • Process fraud claims as well as lost and stolen debit cards.
  • Processed deposit account, debit card and credit card lost/stolen/fraud claims.
  • Handle customer disputes and requests concerning banking issues, fraud claims.
  • Assist customers in filing fraud claims as well as disputes.
  • File dispute claims/fraud claims on customer credit card accounts.
  • File Debit Card/ACH/Fraud Claims on unauthorized transactions.
  • Set up fraud claims for unauthorized charges.
  • Recorded and submitted check fraud claims.
  • Placed check orders through Harland and filed fraud claims for checks and transactions that have posted to account.
  • Processed fraud claims for customers' accounts and ATM/debit cards Sold Wells Fargo banking products and services to customers
  • File fraud claims Increase revenue and profits by offering other banking services.
  • Processed check orders and initiated fraud claims .
  • Provide customers exceptional customer service experience -Lost/Stolen/Fraud -Fraud Claims -Replace debit/credit cards

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26. Financial Goals

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Here's how Financial Goals is used in Phone Banker jobs:
  • Analyzed customer's concerns and defined financial goals and managed routine processing of all consumer and business transactions.
  • Provided exceptional customer service to customer inquiries and concerns; Assisted in defining customer's financial goals.
  • Provide customers with tools, information, and benefits to assist them in attaining their financial goals.
  • Build relationships with customers via the telephone, to ensure they are achieving their financial goals.
  • Answer 90-120 calls throughout the day, assisting customers with their financial goals and needs.
  • Assess customer needs to suggest alternative products or services to meet their financial goals.
  • Respond and analyze to customers' concerns and help them define their financial goals.
  • Provide guidance to customers banking needs and assist them in reaching their financial goals.
  • Referred new products and services to customers to help them meet their financial goals.
  • Assess needs and provide creative solutions to match the customers' financial goals.
  • Help define customers financial goals and offer products to meet ongoing financial needs.
  • Help customers meet their financial goals by promoting Wells Fargo products and services.
  • Used various consultative selling techniques to ensure the financial goals are met.
  • Achieved profitability objectives that meet the customer s needs and financial goals.
  • Make referrals to customers to help meet all of their financial goals.
  • Recommended products and services that would help customers reach financial goals.
  • Support customers in achieving their financial goals while maintaining their trust.
  • Help customer meet their financial goals.
  • Helped customers to achieve financial goals.
  • provided world class customer service to all customers to help them achieve their financial goals.

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27. Account Maintenance

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Here's how Account Maintenance is used in Phone Banker jobs:
  • Established relationships with Spanish speaking customers and assisted with account maintenance and maximized cross selling opportunities.
  • Assisted customers with account maintenance questions and received Multiple Platinum Level Customer Service Excellence Awards.
  • Ensured quality customer service and account maintenance.
  • Received an average of 80 calls per day concerning account maintenance and inquiries, while suggesting upgrades and additional account services.
  • Worked in a high-paced environment to service accounts with balance inquiries, balance transfers, and routine account maintenance.
  • Assisted customers on the phone with account questions, money transfers, online banking and general account maintenance.
  • Educated customers about sales and service delivered options and performed account maintenance in all areas of the bank
  • Carry out special services for customers, such as ordering checks/debit cards and basic account maintenance.
  • Assisted in basic account maintenance functions, such as balance inquiries, and transfer of funds.
  • Perform account maintenance, Maintain daily, monthly, quarterly and annual Sales goals,
  • Assisted customers by phone with account maintenance for their account(s).
  • Supported new hires and coworkers in solving sales and account maintenance issues.
  • Answered inquiries, resolved problems and performed account maintenance.
  • Performed account maintenance within a 276 second handle time.
  • Performed account maintenance, transactions, and research.
  • Assist customers with account maintenance.
  • Offered overdraft protection as well as other banking products Responsible to closing accounts as a part of general account maintenance.
  • Corrected payment errors, Revised fees, and performed account maintenance.
  • Provided customer service over the phone *Filed research and account maintenance requests
  • Assisted clients with account maintenance .

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28. Business Customers

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Here's how Business Customers is used in Phone Banker jobs:
  • Provided immediate response to all complex issues of business customers and correlating departments.
  • Established and maintained relationships with individual and business customers over the phone.
  • Evaluate and resolve complex financial transactions or problems for small business customers
  • Take inbound calls from small business customers with banking concerns and provide opportunities for additional products and services
  • Identify customer needs and refer financial products and services to consumer and small business customers.
  • Used superior knowledge to support our high dollar business customers in their daily banking needs.
  • Handled Business customers' inquiries, concerns, billing questions and payment extension/ service requests.
  • Assisted business customers with their bank accounts, commercial loans, and online products.
  • Meet or exceed sale quotas by referring financial products for the small business customers.
  • Offer and sell financial product services to both consumer and small business customers.
  • Answer inbound phone calls assisting consumer and business customers with various account inquiries.
  • Integrated sales and services to support business customers while retaining their business.
  • Experience with phone inquiries from business customers regarding products and services.
  • Communicate with all WF business customers and other bankers daily.
  • Assist business customers with questions about their account.
  • Assisted business customers with their online services.
  • Answer calls from business customers.
  • Establish and maintain relationships with individual or business customers or provide assistance with problems these customers may encounter.
  • Assist small business customers with their banking needs Refer customers new products to help their businesses
  • Worked with premier business customers that had large business accounts and numerous business products.

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29. Savings Accounts

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Here's how Savings Accounts is used in Phone Banker jobs:
  • Answered questions regarding checking/savings accounts.
  • Provided assistance with account transfers, lost and stolen cards, setting up new savings accounts and recommending service protection plans.
  • Maintained customers' accounts by correcting posting errors, monthly deposits, savings accounts, mortgages, and insurance.
  • Cross sell individuals to help them succeed financially by offering various types of credit cards and savings accounts.
  • Process research request on loans, equity lines, wire transfers, and checking and savings accounts.
  • Assisted customers with personal checking accounts, savings accounts, credit cards, and other financial products.
  • Assisted with the creation and maintenance of checking and savings accounts and personal lines of credit.
  • Responded to as many as 100 calls per day from customers regarding checking and savings accounts.
  • Serviced customers with their everyday banking needs regarding checking and savings accounts and bank fees.
  • Sell services such as checking and savings accounts, mortgages, and insurance.
  • Job Responsibilities: Assisting Wells Fargo customers with their checking and savings accounts.
  • Answered incoming phone calls with applicant inquire about their checking/savings accounts.
  • Handled scheduled and one time transfers between checking and savings accounts.
  • Correct errors in checking and savings accounts, file claims.
  • Managed incoming customer calls regarding their checking and savings accounts.
  • Assist customers in opening new checking or savings accounts.
  • Answered incoming calls regarding business checking and savings accounts.
  • Answered questions about checking and savings accounts.
  • Advised customers and sold financial products such as loans, CDs, overdraft protection, savings accounts, and debit cards.
  • Take inbound calls from customers about their checking and savings accounts * Cross selling and offering additional banking products to existing customers

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30. Customer Information

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Here's how Customer Information is used in Phone Banker jobs:
  • Maintain and update database of prepared records that contain customer information.
  • Conduct call-backs to external check printing companies to verify customer information.
  • Gathered and verified all required customer information for tracking purposes.
  • Protected confidential customer information by following strict banking procedures.
  • Maintained confidentiality of bank records and client/customer information.
  • Maintained discretion with customer information when resolving requests.
  • Provided verified customers with important customer information.
  • Maintain customer information and confidentiality.
  • Updated customer information upon request.
  • Obtained customer information such as name, address, and payment method, and entered orders into computers.
  • Handled and updated customer information efficiently through use of extensive knowledge of computer OS.
  • Learned how to navigate through multiple screens of customer information quickly and efficiently.
  • Give Customer information on checking, savings, and loan accounts.
  • Obtained all customer information through research and assisted to resolve issues.
  • Reviewed customer information and sold product (credit card).
  • Enter new customer information into system.
  • Insured protection of customer information by following compliance and audit guidelines Exceeded expectations in all areas of performance and sales goals
  • Multi-tasked during calls to assist customers with questions and resolve problems while querying database for customer information.
  • Updated and maintained customer information Provided balances and phone transfers between accounts Promoted new financial management products
  • Opened Accounts/closed accounts Verified Customer information replaced debit cards/lost/stolden upsale met company quotas

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31. Hogan

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Here's how Hogan is used in Phone Banker jobs:
  • Navigated computer data systems such as Hogan, Shaw and CIV.
  • Worked with programs Such as CIV, Outlook, and Hogan.
  • Navigated though Shaw/Hogan data base.
  • Use multiple systems such as: FDR, Hogan, CSS and Microsoft Office.
  • Navigate various computer systems: BCS, HOGAN, CIV AFS, SVP.
  • Worked well with the mainframe systems CIV, LV and Hogan.
  • Work with systems FDR, CSS, and Hogan.
  • Navigated Wells Fargo computer applications CIV, HOGAN, AFS, and Virtual Library in a Windows-based enviornment.
  • Utilized internal databases: NICE, CIV, Hogan, Softphone, Virtual Library, Reporting Express
  • Trained in CIV, Hogan, Softphone, and Sales Express computer programs
  • Full knowledge of all systems used such as Civ, Rex, VL, Hogan, Empower, STS Tracker and NICE
  • Worked with "Hogan", "CIV" (Customer Information Viewer), and the ACH Database.

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32. Customer Complaints

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Here's how Customer Complaints is used in Phone Banker jobs:
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Resolved customer complaints by performing activities such as exchanging merchandise and refunding payment.
  • Provided superior customer service, answered customer questions, and resolved customer complaints.
  • Addressed and resolved customer complaints in an empathetic and professional manner.
  • Guaranteed positive customer experiences and resolved all customer complaints.
  • Researched and resolved customer complaints to ensure customer satisfaction.
  • Resolved customer complaints; referred specialists when necessary.
  • Resolved escalated customer complaints regarding personal accounts.
  • Addressed customer complaints by analyzing and conducting research to provide a comprehensive resolution to the matter.
  • Resolve customer complaints over the phone and offered products to meet customers ongoing financial needs.
  • Answered phones, assisted customers with there accounts, took payments, and deescalated customer complaints
  • Served at escalation desk handling customer complaints; logged, tracked and documented outcomes.
  • Deescalated customer complaints patiently and efficiently to help the customer with their concerns.
  • Managed complex service orders, customer complaints, and audited records.
  • Handled customer complaints and took appropriate action to resolve them.
  • Resolved customer complaints and customer issues.
  • Manage and resolve customer complaints.
  • Learned to troubleshoot customer complaints.
  • Convey empathy and courtesy during all customer complaints or inquiries to provide superior customer service to Wells Fargo customers.
  • Assess customer needs Incorporated problem solving skills for customer complaints Speak and write fluently Creole and French

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33. CIV

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Here's how CIV is used in Phone Banker jobs:
  • Handle basic PC knowledge (CIV) and ability to utilize multiple search engines.
  • Utilized as a Pilot Banker to test new systems and new programs in CIV.
  • Presented civil opinion in behalf of the organization to media groups in meetings.
  • Utilized Internet Explorer, Empower, Sales tracker, CIV and Outlook.

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34. Customer Questions

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Here's how Customer Questions is used in Phone Banker jobs:
  • Answered customer questions while following federal banking regulations and Wells Fargo policy and procedure.
  • Answered customer questions about product availability and shipment times.
  • Provided knowledgeable response to customer questions regarding their accounts.
  • Work in a team setting answering customer questions and ensuring to take care of the customer needs.
  • Provided prompt, accurate, and courteous responses to customer questions and concerns.
  • Resolved customer questions and complaints and gave information on policies and regulations.
  • Address customer questions, concerns and inquiries with courtesy, and professionalism.
  • Handle customer questions on deposits, withdrawals, and other transactions.
  • Assisted with inbound calls to resolve customer questions and concerns.
  • Explain products or services and answer customer questions.
  • Handle customer questions, complaints and billing inquiries.
  • Answer customer questions about accounts.
  • Answer customer questions and concerns.
  • Staff Specialist Communication and handling of customer questions in regard to Government Securities.
  • Handle customer questions and concerns about accounts Provide services and products that best fits the customer needs
  • Answer customer questions in regards to account fees, products, and services.
  • Answer customer questions and concerns in regards to there accounts.
  • Use pc database as a reference tool for customer questions.
  • Provide customer service Answer customer questions and concerns about account by phone and computer Offer products and services to benefit customers financially
  • Answer customer questions Resolve any customer issues Sell appropriate products to help customers in banking needs

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35. Positive Attitude

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Here's how Positive Attitude is used in Phone Banker jobs:
  • Provide exemplary service and product solutions, demonstrates self-motivation, a positive attitude,
  • Encouraged positive attitude and maintained a professional environment.
  • Demonstrated self-motivation and a positive attitude.
  • Demonstrate self-motivation, a positive attitude, and leadership while possessing the ability to work well on a team.
  • Demonstrated self motivation with a positive attitude, had the ability to work well on a team.
  • Demonstrated self-motivation, a positive attitude, and have the ability to work well as a team.
  • Keep call times low, with positive attitude, and work for complete resolution on each call.
  • Resolve any customer issues with a positive attitude, no matter the level of problem.
  • Have self motivation, a positive attitude and work well in a team setting.
  • Resolved Customers issues in a timely matter with empathy and positive attitude.
  • Maintain positive attitude, self-motivate, and work well on a team.
  • Gained the ability to display a positive attitude on the phone.
  • Display and exude empathy, compassion and a positive attitude.
  • Keep up with daily Quotas for up sales Keeping a positive attitude with Problem solving skills
  • Provide great customer service Keep a positive attitude Keep my numbers up Responsible for all customer inquiries Build rapor with the customer

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36. QA

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Here's how QA is used in Phone Banker jobs:
  • Earned 100% QA on most calls in all categories including communication skills, listening skills, problem resolution and politeness.
  • Earned numerous reward certificates for level of sales and customer service through QA.
  • Follow appropriate VL guidelines to ensure compliance with QA and banking regulations.
  • Maintained customer satisfaction by delivering 95% QAA performance scores.
  • Hit goals/quotas and met KPI's and QA expectations.
  • Follow the right procedures with each call, keeping QA over 93%.
  • Score card of 95% in QA every month.
  • Received several highest profit per call awards and highest warm transfer rate awards 100% QA scores awards and Gallup.
  • Created "Wall of Recognition" and facilitated two site wide quality campaigns to improve Gallup and QA scores.

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37. Credit Card Accounts

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Here's how Credit Card Accounts is used in Phone Banker jobs:
  • Resolve simple and complex client concerns relating to: mortgage, checking, savings, loans and credit card accounts.
  • Respond to routine and escalated inquires and complaints regarding checking, savings, merchant, and credit card accounts.
  • Work with credit card accounts for Bank of America, Work with APR's, Sold Credit protection plus
  • Managed commercial loans, credit lines, credit card accounts and sales of new products and services.
  • Service DDA, Loan, and Credit Card accounts as well as filed claims for fraudulent activities.
  • Handle any concerns with ATM or Credit card accounts and handled escalated calls and resolved issue.
  • Assisted customers with credit card accounts, offering options and solutions where appropriate.
  • Handled credit card accounts as well as Personal Loans and Lines.
  • Call center/ assisting customers with there Wells Fargo credit card accounts.
  • Take inbound calls from customers concerning their credit card accounts.
  • Assist customers with processing payments on credit card accounts.
  • Supported questions regarding credit card accounts for banker.
  • Credit Card accounts maintenance upgrades and bill payments.
  • Manage and advise customers with credit card accounts.
  • Assist customers with their credit card accounts.
  • Discover unrecongnizable activity on credit card accounts and got it handled right away with disputes or fraud.
  • Process account transfer from credit card accounts into checking,savings or line of credit.
  • Handle customers inquiries on credit credit card accounts, explained bank policy and statements.
  • Answer inbound calls Answer customer questions about their credit card accounts Keep up to date records

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38. Sales Referrals

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Here's how Sales Referrals is used in Phone Banker jobs:
  • Processed customer transactions while identifying and making sales referrals.
  • Customized sales referrals to suit each customers
  • Answered a high volume of phone calls daily, made sales referrals, filed claims and performed data entry.
  • Achieved cross-selling, sales referrals at 22% rate of products and services that meet specific customer needs.
  • Fielded customer service calls regarding various account issues and requests while engaging customers in sales referrals
  • Received awards for meeting and exceeding goals for sales referrals and closed rates for sales.
  • Processed sales referrals and promoted bank services and products, resulting in branch sales increase.
  • Identify and make sales referrals, recommends alternate channels, cross-sells bank services and products
  • Support phone bankers in making quality sales referrals to the sales department.
  • Handle time and sales referrals very important to overall profit per call.
  • Identify sales referrals while handling client service and transaction needs.
  • Promote all Wells Fargo products and services as sales referrals.
  • Processed sales referrals and promoted banking services and products.
  • Increase bank revenue through required sales referrals.
  • Promote products to identify sales referrals.
  • Processed sales referrals andpromoted bank services and products, resulting in a percentage of contact center sales increase.
  • Maintain all quality and assurance guidelines Processed sales referrals and promoted bank services and products.
  • Team MVP Best team quality score Most team sales referrals.
  • cash advances) and sales referrals of home equity lines
  • Call Center Experience Made Sales Referrals Customer Service

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39. Financial Services

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Here's how Financial Services is used in Phone Banker jobs:
  • Provided effective and timely resolution of a range of customer inquiries regarding financial services and banking transactions.
  • Assisted customers in managing their bank accounts and providing them with information on other financial services available to them.
  • Discussed ways to offer better financial services that would help the customers succeed in their finances.
  • Determine customers' financial services needs and prepare proposals to sell services that address these needs.
  • Recognize clients' financial services requirements and cross sell services to meet those requirements.
  • Provided financial services and solved customer's questions and concerns with promptness and accuracy.
  • Assisted in a variety of financial services issues, and consistently meet metrics.
  • Provide financial services to customers calling with questions about their bank account.
  • Helped bank customers with account management and other financial services they needed.
  • Meet aggressive sales goals by referring beneficial financial services to clients.
  • Refer financial services to meet customer's needs.
  • Promote Wells Fargo financial services to customers.

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40. State Regulations

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Here's how State Regulations is used in Phone Banker jobs:
  • Provided information to customers as per federal and state regulations.

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41. AHT

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Here's how AHT is used in Phone Banker jobs:
  • Maintain goals set in place by the company as far as AHT, referrals, warm transfers, conversion and adherence.
  • Maintained call center goals, met all expectations with AHT, Adherence and Quality Assurance scores.
  • Exceeded required phone banker metrics: adherence, AHT, Availability, daily referrals
  • Average Handle Time (AHT) -was consistently under 7 minutes.
  • Tracked daily adherence, AHT, and sales goals.
  • Achieve preset adherence and AHT goals.
  • Performed in the top 10 for sales, QA, and AHT (Average Handle Time) monthly.
  • Tracked on AHT, AVG, CEM, KDM call flow, and surveys.
  • Required to keep a AHT (Average Handle Time) of 90 per week.
  • Meet and exceed goals in Adherence, KDM, AHT, and Quality.
  • Meet site AHT (average handling time) per call.
  • Meet daily sales and AHT goals.

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42. Floor Support

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Here's how Floor Support is used in Phone Banker jobs:
  • Provide floor support for reps that are on the phones to ensure the customer gets the best experience possible.
  • Provide floor support, ensuring that fellow bankers are using the proper tools and resources to better assist customers
  • Provide floor support by going to agents with flags up to answer questions and escalated calls.
  • Provide floor support by assisting peers with unresolved issues and fielding escalated phone calls.
  • Assisted in floor support to coach and support bankers with customer questions.
  • Provide floor support for team members on an as needed basis.
  • Provided floor support while newly trained bankers took service calls
  • Assisted in floor support in the absence of leadership.
  • Provide floor support and job shadowing to new hires.
  • Motivated team mates and provided occasional floor support.
  • Assist with floor support when time is necessary.
  • Serve as floor support during leadership absence.
  • Performed floor support in order to ensre the proper handling of diverse financial situations and the care of the customer.
  • Provide feedback to my supervisors on my personal banker's performance and any floor support give to other bankers.
  • Provide floor support (answering questions) during coaching que.
  • Have maintained Platinum Sales statusProvided supervisor floor support for multiple sales teamsCoached incoming new-hiresDeveloped new sales techniques implemented by training personnel

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43. Outstanding Balances

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Here's how Outstanding Balances is used in Phone Banker jobs:
  • Reviewed collection reports to determine the status of collections and the amounts of outstanding balances.

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44. Customers Needs

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Here's how Customers Needs is used in Phone Banker jobs:
  • Assisted customers needs and recommended alternative banking products and services.
  • Serviced customers needs which also included sending out documents and correspondence to customer for multiple purposes.
  • Take care of customers needs before end of call and offer alternatives to assist in future
  • Service customers needs including balances, transferring money, complaints, and other maintenance needs.
  • Offered new and existing products to fit the customers needs.
  • Satisfy all customers needs, and help them succeed financially.
  • Performed account maintenance and matched appropriate products to customers needs.
  • Refer products and services that benefit or serve customers needs.
  • Meet all customers needs end to end.
  • Service customers needs regarding their accounts.
  • Perform multi-tasking functions as related to solving customers needs including answering their questions regarding banking concerns.
  • Refer anyproducts or services to fit customers needs as well.
  • Cross sell and refer products based on customers needs.

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45. Top Performer

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Here's how Top Performer is used in Phone Banker jobs:
  • Recognized as a top performer for internal quality and customer satisfaction excellence throughout career.
  • Top performer in brokerage referrals leading business unit.
  • Top performer during training, proceeding thereafter, and continuously receiving top incentive payout.
  • Worked as a top performer in all aspects of my job.
  • Have increased to top performer, received many awards and ICP.
  • Earned the 'Top Performer Award' seven weeks in a row.
  • Rated top performer by supervisor within first 3 months on job.
  • Number Top Performer awards and high level MPP scores.
  • Home Equity Top Performer for 3 consecutive Quarters.
  • Rated Top Performer for exceeding performance.
  • Achieved Top Performer award twice.
  • Top Performer right out of training 90-100 calls per 8-hour shift
  • Cross sell products to customers Accomplishments Made top performer Skills Used phone skills, telephone etiquette, great customer service skills.

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46. Account Issues

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Here's how Account Issues is used in Phone Banker jobs:
  • Interact with customer in the branch, meet, greet and assist customer with account issues and maintenance.
  • Worked to research and identify unique concerns with individual accounts in order to solve account issues.
  • Serviced existing accounts, helped with account issues, account balances and problem resolution.
  • Resolve customer account issues, cross selling of banking products as per protocol.
  • Guide customers through account issues and coming up with options and solutions for customers
  • Deescalated and determine the best means to assist customers with difficult account issues.
  • Take incoming calls from customer and assist with account issues.
  • Handle 100-120 in-bound calls from customers to verify account issues.
  • Explained bank policies to customers and researched customer account issues.
  • Researched information via multiple resources to resolve account issues.
  • Identify account issues and file claims towards disputed items.
  • Responded to phone inquiries and resolved account issues.
  • Verify and assist card member with account issues.
  • Explain complex account issues to escalated customers.
  • Help customers with account issues.
  • Resolved Business customer account issues.Cross sold banking and credit products to offer solutions to Customers business needs.
  • Resolved account issues.Sold banking products and provided excellent customer service.
  • Helped resolved account issues Promoted to Pb 2
  • Fast paced call center Upselling services to clients Assisting clients with resolving account issues

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47. Introduce Products

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Here's how Introduce Products is used in Phone Banker jobs:
  • Searched for every opportunity to introduce products and services to help customers succeed financially.
  • Introduce products and services to help customers succeed financially and meet performance and sales goals.
  • Be knowledgeable and introduce products and services to help the customers succeed financially.
  • Look for every opportunity to introduce products and services.
  • credit cards/ lines of creditLook for every opportunity to introduce products and services to help customers succeed financially

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48. Performance Goals

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Here's how Performance Goals is used in Phone Banker jobs:
  • Exceeded sales and service performance goals in, home mortgage, home equity, auto loans and all deposit products.
  • Exceeded monthly sale and performance goals, achieved top performer, and key contributor with functional or product expertise.
  • Look for every opportunity to introduce products and services to achieve performance goals and help our customers succeed financially.
  • Coach and support multiple service bankers to achieve individuals and team sales, productivity and performance goals.
  • Attend regular scheduled team meetings for the purpose of setting personal performance goals.
  • Make quality referrals and receive incentives for meeting performance goals monthly.
  • Received frequent recognition and rewards for exceeding sales and performance goals.
  • Meet and exceed individual and team based targeted performance goals.
  • Achieve monthly individual and team based targeted performance goals.
  • Exceeded weekly, monthly, and quarterly performance goals.
  • Achieve performance goals, which are measured daily.
  • Assisted customers with banking questions and operations via phone Set and reached sales and performance goals Followed a strict schedule
  • Set personal performance goals to surpass Phone Bank goals."

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49. Personal Accounts

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low Demand
Here's how Personal Accounts is used in Phone Banker jobs:
  • Answer inbound calls regarding banking for small business owners/personal accounts* Set appointments* Provide general information
  • Assisted customers with personal accounts and provided timely and accurate information.
  • Answer all inbound calls for personal accounts concerning banking issues and up scaling the best resolution to best suit the customer.
  • Analyze Business and Personal accounts to ensure the customer is in the best account to fit their baking needs.
  • Assisted customer with problems, questions and needs with their personal accounts, credit cards and other financial obligations.
  • Interrupt Wells Fargo Rules and Regulations to customers regarding their personal accounts, in line with Arizona State Statues.
  • Assisted customers with questions and issues regarding the personal accounts, Billing inquiries, and maintenance.
  • Received inbound phone calls from new and existing customers with questions regarding their personal accounts.
  • Answered telephone calls and assisted customers with questions and inquiries about personal accounts.
  • Handled incoming calls from customers answering and resolving issues on personal accounts.
  • Maintained customer's personal accounts in the Wells Fargo Customer Connection department.
  • Research and Resolve customer concerns and complaints regarding their personal accounts.
  • Service customer inquiries regarding personal accounts, credit cards and loans.
  • Assist Wells Fargo customers in any questions regarding their personal accounts.
  • Assisted clients with customer related concerns about their personal accounts.
  • Assisted customers with financial tips on balancing their personal accounts.
  • Handled personal accounts along with data entry.
  • Assisted customers with their personal accounts.
  • Performed services on personal accounts Address changes, check orders, balances, CD's, and ATM issues.
  • Assist customers with personal accounts.Offer new products that compliment their accounts.

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50. Outbound Calls

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low Demand
Here's how Outbound Calls is used in Phone Banker jobs:
  • Serviced and resolved high volume inbound/outbound calls regarding small business and commercial accounts while meeting and exceeding quarterly sales goals.
  • Be aware of the latest fraud attempts and make outbound calls to customers if trend is identified on their accounts.
  • Relay accurate and detailed information through inbound and outbound calls from customers that pertain to financial accounts.
  • Automated Dial Make 100-700 outbound calls to clients regarding political polling surveys questions.
  • Help out with side projects/make outbound calls to title companies for title discrepancies.
  • Answer inbound calls and make outbound calls for customers.
  • Place outbound calls to registered voters Educated voters about candidates
  • Answer questions in regards to accounts held by customers * Filed claims * Make outbound calls to customers
  • Handled inbound/ outbound calls related to personal and business banking accounts Denny's
  • Handled inbound/outbound calls with effective communication skills Experienced in dealing with personal/confidential information Responsible for maintaining customer service standards
  • Helped customers will their billing and account information providing excellent customer service making inbound and outbound calls Selling products and service

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Phone Banker Jobs

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20 Most Common Skills For A Phone Banker

Customer Service

38.6%

Sales Goals

10.9%

Financial Needs

6.3%

Customer Accounts

4.8%

Customer Relationships

4.3%

Strict Procedures

3.9%

Phone Calls

3.1%

Bank Products

2.5%

General Ledger Accounts

2.5%

Verbal Communication

2.5%

Product Knowledge

2.4%

High Volume

2.4%

New Accounts

2.3%

Multiple Software Programs

2.2%

Complex Problems

2.2%

Compliance Guidelines

2.2%

Customer Interactions

1.8%

Data Entry

1.8%

Financial Products

1.7%

Customer Calls

1.6%
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Typical Skill-Sets Required For A Phone Banker

Rank Skill
1 Customer Service 30.1%
2 Sales Goals 8.5%
3 Financial Needs 4.9%
4 Customer Accounts 3.7%
5 Customer Relationships 3.4%
6 Strict Procedures 3.0%
7 Phone Calls 2.5%
8 Bank Products 2.0%
9 General Ledger Accounts 1.9%
10 Verbal Communication 1.9%
11 Product Knowledge 1.9%
12 High Volume 1.8%
13 New Accounts 1.8%
14 Multiple Software Programs 1.8%
15 Complex Problems 1.7%
16 Compliance Guidelines 1.7%
17 Customer Interactions 1.4%
18 Data Entry 1.4%
19 Financial Products 1.3%
20 Customer Calls 1.3%
21 Courteous Touch 1.1%
22 Additional Products 1.1%
23 Credit Card Transactions 1.0%
24 Referral Rate 1.0%
25 Fraud Claims 1.0%
26 Financial Goals 0.9%
27 Account Maintenance 0.9%
28 Business Customers 0.9%
29 Savings Accounts 0.8%
30 Customer Information 0.8%
31 Hogan 0.8%
32 Customer Complaints 0.8%
33 CIV 0.8%
34 Customer Questions 0.7%
35 Positive Attitude 0.7%
36 QA 0.7%
37 Credit Card Accounts 0.7%
38 Sales Referrals 0.7%
39 Financial Services 0.6%
40 State Regulations 0.6%
41 AHT 0.6%
42 Floor Support 0.6%
43 Outstanding Balances 0.6%
44 Customers Needs 0.6%
45 Top Performer 0.6%
46 Account Issues 0.6%
47 Introduce Products 0.6%
48 Performance Goals 0.5%
49 Personal Accounts 0.5%
50 Outbound Calls 0.5%
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3,338 Phone Banker Jobs

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