Joanne Irving

Processed cash, card and account transactions accurately, balancing tills daily with zero discrepancies

• Identified customer needs and cross sold relevant products and services, consistently meeting and exceeding monthly sales targets.
• Delivered face to face customer service in high volume branch environments, assisting customers daily with account enquiries, transactions & problem resolution
• Resolved complex customer complaints, minimising escalations to management by proactively identifying solutions and ensuring follow-up for customer satisfaction.
• Resolved complex customer complaints, minimising escalations to management by proactively identifying solutions and ensuring follow-up for customer satisfaction.
• Handled vulnerable customers with empathy and discretion, ensuring appropriate support and safeguarding
• Built long-term customer relationships, with many repeat customers due to trusted service and product knowledge
• Trained & mentored new team members, providing coaching on branch systems, compliance procedures and efficient service delivery
• Managed sensitive and personal data in line with compliance, GDPR and internal security procedures