Julianne Wilcher

Experience managing complaints and objections effectively and professionally Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints Strong organizational, multi-tasking, and prioritizing skill Excellent verbal, written, and interpersonal communication skills Strong analytical skills with high attention to detail and accuracy Experience delivering results in a fast-paced, deadline driven environment Ability to take initiative and work independently with minimal supervision in a structured environment Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important Solid conflict management and decision-making skills

Engage with customers and develop personal connections to provide a lasting impact. Complies with bank and federal regulations, bank procedures, integrity levels of the department's system and financial Maintain organization while thoroughly researching accounts. Greeted calls with a positive and reassuring manner. Analyzed and expedited client’s fraud and billing disputes. Minimalized customer wait times while being productive and consisting of call control. Identifies and escalates through appropriate channels for items requiring risk review, exception handling or further analysis Coach and guide other agents to understand new skills. Researched transactional history and made decisions to limit bank liability and risk.

Supported daily operations including cash handling, scheduling assistance, and customer service. Trained new hires on procedures, accuracy standards, and operational expectations. Maintained accurate records while multitasking in a fast-paced environment. Resolved customer concerns professionally while supporting overall store operations.