Kurt Dean Teraza
Cross Skill Telephone Banker
Talisay City, Province of Cebu,CEB
Summary
Dynamic individual with hands-on experience in Healthcare and Banking, and a talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Cross Skill Telephone Banker
JPMorgan Chase
02.2024 - Current
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Used banking system daily to maximize service opportunities and enhance communication.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Handled over 80-100 incoming telephone calls
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Enhanced customer satisfaction by promptly addressing and resolving banking inquiries and concerns.
- Verified customer identity using multi-factor authentication methods to prevent unauthorized access or fraudulent activity on accounts.
- Provided personalized account recommendations based on individual needs and financial goals.
- Participated in ongoing training programs to stay current on industry trends, regulations, and policies affecting telephone banking operations.
- Streamlined call handling processes for increased efficiency and reduced hold times for customers.
- Implemented feedback from coaching sessions to continually enhance professional development and performance levels.
- Referred customers to other banking departments for specialized services.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Educated customers on online banking and mobile banking applications.
- Maintained friendly and professional customer interactions.
- Managed sensitive client information with strict adherence to confidentiality policies and data protection guidelines.
- Assisted customers in navigating online banking platforms, resulting in higher adoption rates.
- Collaborated with team members to share best practices and improve overall team performance.
Production Specialist
Wipro
05.2021 - 01.2024
- Conduct health assessments of clients for a health insurance company
- Streamlined data gathering processes through efficient organization skills, reducing time spent on administrative tasks.
- Streamlined data gathering processes, allowing for more accurate risk assessments and quicker response times.
Education
J.D. - Law
University of San Jose Recoletos
Cebu 04.2001 -
Bachelor of Arts - Social Sciences Major in Economics
University of The Philippines Tacloban
Tacloban City 04.2001 -
Skills
Goal oriented
Compliance awareness
Building rapport
Call handling
Banking regulations
Teamwork and collaboration
Problem-solving abilities
Multitasking Abilities
Professional ethics
Self motivation
Decision-making
Adaptability and flexibility
Team collaboration
Attention to detail
Continuous improvement
Analytical thinking
Certification
Civil Service Eligibility
Timeline
Cross Skill Telephone Banker
JPMorgan Chase
02.2024 - Current
Civil Service Eligibility
08-2023
Production Specialist
Wipro
05.2021 - 01.2024
J.D. - Law
University of San Jose Recoletos
04.2001 -
Bachelor of Arts - Social Sciences Major in Economics
University of The Philippines Tacloban
04.2001 -