Carmilla Thornton

Corresponded with 3rd party firms via the VES in box
regarding all inquires for electronics feed or research
requests while paying close attention to detail to prevent
client impact or privacy incident. Kept to performance
metrics with BPM EESC/ ASSOCIATED PERSONS and
Maintenance processes and cases. Was selected to join a
small team that assisted with team problem solving
solutions via the problem solving tool in an initiative to
better service our clients and client impact. Contributed to
daily huddle updates and positive team moral with team
building practices. Provided peer to peer coaching with
newer team members or tenured team members.
Contributed ideas for best practices and workflows for the
VES Inbox team that were included in the updates of the
Tick sheet, new UI app and mishandled email requests.
Provided support via support chats with fellow team
members with any complex inquiries.

Processed all qualifying loan applications. Existing and new
client outreach via telephone and email. Assisted clients
during application process with any and all inquiries.
Coordinated and Participated in community outreach with
the local colleges and local college/job fairs with team
leader. Eventually took on some passed on duties from team
leader such as scheduling meetings for management.
ordering office supplies. processing payroll and creating
weekly work schedule based on availability of the team.

Supervised a team of 3-6 tellers ensuing they provide top
notch customer service a fast paced setting. Overseeing
and owning complex customer transaction disputes,
complaints and questions. Ensured all tellers stayed within Ensured all tellers stayed within drawer balances at EOD. When needed hopped on teller line. Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily. Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy. Implemented security measures to protect sensitive client information and financial assets from potential fraud or theft. Collaborated with other departments to resolve complex issues, enhancing the overall banking experience for clients.