Detrick Toney

Experience

• 

  Capital One Bank

  Aug 2009 - Feb 2015

  Accept responsibility to ensure problems are fully and promptly resolved as committed to the customer. Ensures compliance with bank policy by maintaining a minimum risk exposure and/ or loss of revenue for the bank when making policy exceptions for the customer for fee refunds, interest rate exceptions, or any type of credits to the account that is not within normal bank policy. Provides efficient and responsive service to customers by maintaining an acceptable level of productivity by making the first response to the customer within 24-48 business hours to increase customer satisfaction. Performs all follow up tasks associated with resolving customer research requests and complex issues by making scheduled call backs, emailing branch managers regarding concerns addressed by the customer and documenting any feedback the customer feel would retain their business. Handles problems that require in-depth investigation or follow-up with back office departments, branches and other departments Show less Accept responsibility to ensure problems are fully and promptly resolved as committed to the customer. Ensures compliance with bank policy by maintaining a minimum risk exposure and/ or loss of revenue for the bank when making policy exceptions for the customer for fee refunds, interest rate exceptions, or any type of credits to the account that is not within normal bank policy. Provides efficient and responsive service to customers by maintaining an acceptable level of productivity by making the first response to the customer within 24-48 business hours to increase customer satisfaction. Performs all follow up tasks associated with resolving customer research requests and complex issues by making scheduled call backs, emailing branch managers regarding concerns addressed by the customer and documenting any feedback the customer feel would retain their business. Handles problems that require in-depth investigation or follow-up with back office departments, branches and other departments Show less Operate in a high volume call center to resolve customer inquiries with warm caring individualized attention requiring continuous interaction with clients. Regularly communicate through meetings, feedback sessions, and written communication to ensure two way flow of info regarding company news, changes, employee feedback, and ideas. Address opportunities and make improvements to info, systems, training, and work process to fully support CSR in providing outstanding service to customers. Handle customer inquiries via phone, mail or fax. Reporting to and working with the commercial supervisor client service to resolve client issues using a variety of systems. Ensure strict adherence to company and credit policies, auditing procedures, and department goals. Educated cardholders on the terms and agreements of credit accounts. Granted credit line increases based on department guidelines and matrices. Authorized sales for store associates and customer at point of sale. Utilize verification sources to validate customer information. Assisted customer with ordering company credit cards and online merchandise for their business. Show less

  • Senior Case Management Specialist

    Jun 2013 - Feb 2015

  • Senior Case Management Specialist

    Jun 2013 - Feb 2015

  • Account Manager

    Aug 2009 - Jan 2015

  • Customer Account Manager

    Apr 2012 - Jun 2013

  • New Consumer Sales/Service

    Aug 2009 - Apr 2012
• 

  Captial One Bank

  Apr 2012 - Jun 2013

  Customer Account Manager

  Oversaw records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Illustrated critical thinking skills and judgment to determine customer exceptions. Assisted several lines of business for the bank with policy and procedure processes. Adapted to work in a high volume and fast paced environment while meeting deadlines balancing the needs of the business and the customer.

• 

  Wells Fargo Bank

  Feb 2015 - Aug 2019

  Provides working leadership and guidance to Tellers through assignment of work, scheduling, coordinating, and providing technical guidance. Handles and adjusts complex customer complaints, transactions and errors. Research, resolve customer questions, problems and concerns by telephone, written correspondence or in person. Assists tellers in solving problems serving as an operational reference. Performs routine transactions including deposits, withdrawals, cash advances, loan payments, transfers and check cashing, coin machine transactions, reloadable travel cards, and Visa gift cards. Approves checks for payment. Allow customers access to safe deposit boxes, following specified procedures. Serve as the vault teller, which includes ordering cash from the Federal Reserve, verifying cash received, filling teller cash orders, maintaining full vault security and balancing vault cash nightly. Refer and cross-sell bank products and services; meet or exceed sales goals. Audit ATM on a monthly basis as well as cash drawers, according to policy. Investigate teller losses and institute a corrective flow of work. Assist with opening and closing of Branch/Office at posted times. Show less Provides working leadership and guidance to Tellers through assignment of work, scheduling, coordinating, and providing technical guidance. Handles and adjusts complex customer complaints, transactions and errors. Research, resolve customer questions, problems and concerns by telephone, written correspondence or in person. Assists tellers in solving problems serving as an operational reference. Performs routine transactions including deposits, withdrawals, cash advances, loan payments, transfers and check cashing, coin machine transactions, reloadable travel cards, and Visa gift cards. Approves checks for payment. Allow customers access to safe deposit boxes, following specified procedures. Serve as the vault teller, which includes ordering cash from the Federal Reserve, verifying cash received, filling teller cash orders, maintaining full vault security and balancing vault cash nightly. Refer and cross-sell bank products and services; meet or exceed sales goals. Audit ATM on a monthly basis as well as cash drawers, according to policy. Investigate teller losses and institute a corrective flow of work. Assist with opening and closing of Branch/Office at posted times. Show less

  • Lead Teller

    Feb 2015 - Aug 2019

  • Lead Teller

    Feb 2015 - Aug 2019
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  Dallas County

  Jun 2020 - now

  Handle and process misdemeanor criminal court documents Prepared, verified, and processed a variety of real property documents for public records. Assisted the public and county employees with request for documents, issuance of licenses, permits, marriage license, birth and death certificates, and other documents.Researched, pulled, and issued documents according to the customer request. Assisted co-workers in areas of coverage when needed.Organized team building functions within the department to help build and keep positvie morale.

  • Clerk III

    Aug 2023 - now

  • Clerk II

    Jun 2020 - Aug 2023