Amber Hooks
Greenwood
Summary
Professional with extensive experience in customer service and banking operations, demonstrating a strong ability to resolve client inquiries and disputes effectively. Coordinated with various departments to ensure compliance with banking regulations while performing daily reconciliations of accounts. Trained new employees on banking procedures, enhancing team performance and adherence to compliance standards. Proven track record in analyzing customer financial information to recommend suitable banking products, contributing to improved client satisfaction and loyalty.
Focused Client Service Associate proudly offering a background to ensure client expectations will be exceeded. Courteous and cordial with the desire to contribute to team-based environments.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Client Service Associate
PNC Bank
Indianapolis
01.2024 - 06.2025
- Provided superior customer service by responding promptly to client inquiries and requests.
Banker
PNC Bank
Greenwood
01.2023 - 12.2023
- Coordinated with other departments regarding customer requests or disputes resolution.
- Verified customer identity using government-issued identification documents.
- Performed daily reconciliation of bank accounts to ensure accuracy of records.
- Assisted with onboarding new employees by training them on banking procedures.
- Analyzed customer's financial information to determine the best banking products for them.
- Processed loan applications and prepared relevant documents for approval.
- Ensured compliance with state and federal banking regulations through regular reviews.
- Provided customer service to bank clients, answering inquiries and resolving complaints.
- Advised customers on various banking products and services such as loans, investments, and credit cards.
- Advised customers on bank products, services and financial planning options.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Modified, opened and closed customer accounts.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
- Helped customers understand and use mobile applications and online banking.
- Adhered to bank and legal guidelines for reporting, loan approvals, and money handling.
- Resolved customer inquiries and complaints, ensuring satisfaction and compliance with banking regulations.
- Developed and maintained relationships with new and existing clients, enhancing customer loyalty and bank profitability.
- Assisted customers by answering banking questions and recommending solutions.
- Assisted clients in setting up online banking services, enhancing accessibility and convenience.
- Met with new clients and completed pre-qualification procedures.
- Trained new employees on banking products, services, and compliance standards, fostering a knowledgeable workforce.
RRT
PNC Bank
Greenwood
10.2021 - 12.2022
- Ran deposits, withdrawals, and payments.
- Led quick start meetings with team.
- Assisted customers in the best way possible or led them in the direction to get more help.
Payment Poster
Cork Medical
Indianapolis
02.2020 - 10.2021
- Ensured compliance with HIPAA regulations when dealing with patient information.
- Ensured adherence to HIPAA guidelines when handling confidential information.
- Updated patient accounts with current information after verifying accuracy of data entered into the system.
- Processed incoming payments from patients and insurance companies in a timely manner.
- Participated in departmental meetings concerning improvements in existing payment processes.
- Posted payments for insurance companies, including Medicare and Medicaid, by accurately entering data into the system.
- Maintained accurate records of all payments posted in an organized filing system.
- Balanced daily cash postings with deposits to ensure accuracy of information entered into the system.
- Collaborated with various departments within the organization to ensure efficient workflow processes related to payment posting activities.
Education
Bachelor of Arts - Business Administration
Liberty University
Lynchburg, VA05-2021
Associate of Arts - Accounting
South Georgia Technical College
Americus, GA07-2011
Skills
- Customer service
- Conflict resolution
- Financial analysis
- Regulatory compliance
- Loan processing
- Employee training
- Relationship building
- Problem solving
- Effective communication
- Time management
- Client relationships
- Empathy and patience
- Professionalism and etiquette
- Client rapport
Languages
English
Full Professional
Timeline
Client Service Associate
PNC Bank
01.2024 - 06.2025
Banker
PNC Bank
01.2023 - 12.2023
RRT
PNC Bank
10.2021 - 12.2022
Payment Poster
Cork Medical
02.2020 - 10.2021
Bachelor of Arts - Business Administration
Liberty University
Associate of Arts - Accounting
South Georgia Technical College