Heidi Fischer, An excellent writer with customer service and consumer banking experience

About

I am a driven, dedicated hard worker and fast learner with experience in the banking industry and customer service. I also excel at writing, and researching, and collaborating in a team environment. I also have experience with supervising employees, compiling and analyzing data, risk management, customer advocacy, problem-solving, and knowledge of federal regulations for financial institutions.

Experience

First National Bank of Pennsylvania

Jan 2021 – Apr 2023

Customer Feedback Administrator/Officer

Monitored and categorized all client complaints submitted to FNB regarding their products and services. Worked closely with a team and multiple lines of business in order to research high-risk claims; ensured that each was addressed appropriately and in compliance with federal regulations. Created reports in Excel to assist with audits performed internally and by federal regulators. Compiled complaint data on a quarterly basis to identify trends and changes in volume to improve the customer experience. Collaborated with Legal and Corporate Communications departments to draft written responses to customers' complaints, including those filed via federal regulators. Trained employees and updated multiple training procedures. Helped initiate important changes in policies to improve the client experience. Also performed quality assurance assessments for the Customer Service Contact Center.

First National Bank of Pennsylvania

Mar 2019 – Jan 2021

Escalated Contact Center Agent

Assisted clients with FNB's online banking service via inbound calls, outbound callback requests, and secure and instant messaging. Frequently acted as supervisor on weekends and evenings to monitor attendance, assist agents with questions and coaching, take supervisor call requests, and manage call and message volume. Protected clients' accounts by verifying callers and reviewing restrictions on online banking products, such as Zelle.

First National Bank of Pennsylvania

Jun 2017 – Mar 2019

Contact Center Agent

Received inbound calls and assisted clients with a wide variety of banking products, including deposit accounts, debit cards, and loans, which required contacting other departments. Often trained new employees.

Education

University of Pittsburgh

Aug 2012 – May 2014

N/A, Psychology

North Star High School

Aug 2009 – May 2012

High School Diploma, N/A

Heidi Fischer

An excellent writer with customer service and consumer banking experience

Skills