Violet Boitumelo Phaho

• Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
• Understood and applied selling techniques to open, develop and close sales and created product interest by actively cross-selling products and services to pursue customers.
• Identified customer financial needs through in-person efforts, cold calls, referrals and marketing while providing strong product knowledge and quality service.
• Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.

• Maintained relationships with business partners to assist customers with complex financial needs.
• Resolved escalated customer and associate issues and counseled associates as needed.
• Managed recruiting and selection process for branch in addition to participating in selection process for future branch bankers and leaders.
• Increased new bank relationships within local community through execution of quarterly promotions.
• Complied with established internal controls and policies.

• Provided primary customer support to internal and external customers.
• Mentored and guided employees to foster proper completion of assigned duties.
• Led team of 8 members while providing exceptional customer service.
• Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
• Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.

To manage a team of Cash Consultants who take demand from walk-in customers for any cash related matters (e.g., teller, forex, ATM, etc.) whilst forming an accurate assessment and understanding of that demand in order to act on it in a manner that consistently delivers what matters to the customer within the parameters of the bank’s financial offerings.