Merthelin Ebanks-Betancourt
54 Armstrong Avenue, P.O Box 761
Summary
Dynamic and accomplished International Corporate Banking Officer with over 20 years of experience at CIBC FirstCaribbean International Bank, with keen eye for detail and passion for delivering exceptional customer service.
Experienced with handling high-stakes client transactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships.
Working in a financial institution I have acquired a high attention to details as well as a high level of accuracy through completing various Anti Money Laundering training Courses.
Overview
21
21
years of professional experience
Work History
Officer
CIBC Caribbean Bank (Cayman) Limited
25 Main Street, George Town Grand Cayman
10.2020 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Complete customers transactions request in a timely manner.
- Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
- Worked closely with team members from other departments to resolve complex customer issues or facilitate seamless transactions.
- Trained, mentored, new Officers with comprehensive training that resulted in increased productivity.
- Built strong relationships with customers, fostering trust and loyalty through exceptional service.
- Processed applications for new fixed deposit accounts.
- Executed wire transfers, draft request reversal of fees and other transactions.
- Processed wide variety of banking transactions for personal and commercial customers.
- Process monthly reports of suspense accounts.
Customer Service Officer and Head Teller
CIBC FirstCaribbean International Bank
25 Main St, George Town, Grand Cayman
10.2004 - Current
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Investigated and resolved customer inquiries and complaints quickly.
- Processed various transactions with accuracy and according to bank standards and legal requirements.
- Assisted customers with banking needs and inquiries.
- Cross-sold credit cards, loans and other bank products.
- Counted, verified and handled bank deposits and armored car transactions.
- Managed cash drawer accurately and efficiently, adhering to strict security protocols for vault access and transaction processing.
- Coached junior tellers on proper procedures, ensuring compliance with bank policies and regulations.
- Assisted customers with setting up or closing accounts and signing up for new services.
- Managed high-volume currency exchanges while maintaining accuracy and speed in a fast-paced environment.
- Streamlined cash handling processes for increased efficiency in daily operations.
- Spearheaded cross-selling initiatives that drove sales growth across various banking products and services.
- Elevated overall branch reputation through consistent delivery of exceptional customer service experiences.
- Replenished ATM funds in empty canisters prior to validation process.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Answered inquiries regarding checking and savings accounts and other related products.
- Received car loan, home loan, and other payments and posted to accounts.
- Educated customers on online banking and mobile banking applications.
- Executed wire transfers, stop payments and account transfers.
- Referred customers to other banking departments for specialized services.
- Performed account maintenance
Education
John Gray High School
Grand CaymanSkills
- Complaint handling
- Client confidentiality
- Transaction processing
- Teamwork and collaboration
- Attention to detail
- Problem-solving abilities
- Calm and professional under pressure
- Customer service excellence
Timeline
Officer
CIBC Caribbean Bank (Cayman) Limited
10.2020 - Current
Customer Service Officer and Head Teller
CIBC FirstCaribbean International Bank
10.2004 - Current
John Gray High School