Assistant Vice President Of Retail Banking Resume Example

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Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -

Resourceful and meticulous professional with experience successfully supporting business operations. Knowledgeable about banking industry practices, regulations, and office management protocols. Stellar interpersonal and operations oversight skills. Well-developed communicator with outstanding skills in complex problem-solving and conflict resolution. Highly organized, flexible, forward-thinking, and responsive to changing demands. Talented in multitasking, using superior time management and problem-resolution skills. Experience with working in varied team dynamics; including virtual, cross-functional, and self-managed collaborations.

  • Articulate and well-spoken
  • Customer service oriented
  • Banking industry rules, policies and regulatory compliance
  • Detail-oriented
  • Risk management
  • Research and organization skills
  • Performance monitoring and evaluation
  • Proposals and presentations
  • Project and vendor oversight
  • Proper phone etiquette
  • Excellent communication skills
  • Exceptional time management skills
  • Strong interpersonal and problem solving skills
  • Cash handling, wire transfers and loan applications
  • Customer relationship building
  • Record keeping and reporting
  • Data Analysis
05/2011 to 07/2021
Assistant Vice-President of Retail Banking Conduent Incorporated Covington, KY,
  • Supervised, coached, and trained team of branch banking employees.
  • Managed external contacts and kept track of periodic communication needed for priority actions. Managed daily financial tasks such as invoices, reports regional management requests.
  • Verified operation of office equipment by completing preventive maintenance requirements and calling for repairs.
  • Supported auditors during review process with clerical support.
  • Tackled and addressed top-level, high-priority issues with professional administrative discretion.
  • Oversaw and implemented branch and banking policies and procedures.
  • Crafted proposals and memos using desktop publishing and word processing software.
  • Engaged in customer retention practices by providing customers with personal touch resolutions, that resulted in efficient, effective and beneficial outcomes to customer complaints, while functioning within bank regulations, and guidelines.
  • Reviewed and approved work orders, invoices and related branch operation activities. Functioned as liaison in vendor-client disputes, inquiries, and resolution.
  • Worked with regulatory representatives to complete accurate filings and maintain compliance (CTR/ SAR/monetary instruments reporting).
  • Processed bank transactions; new account opening & maintenance, deposits, transfers, withdrawals-approval limit up to 500K, wire transfers, research requests, verification of deposit requests, reviewed special customer requests and exceptions.
  • Reviewed bank activity reports daily for branch items requiring corrective action ( customer transactions, bank employee maintenance, and account operational and risk reports).
  • Completed daily quality control review of electronic imaged customer account files for accuracy, and compliance based on bank regulations.
  • Oversaw office renovations, and repairs with oversight from corporate office/regional manager.
  • Managed corporate-level assigned projects by overseeing, documenting, compiling and tracking project milestones and deadlines.
  • Accomplished weekly analysis of system generated reports on customers with aggregate balances between $500K- $1M to assess level of risk to bank based on Beal Bank & Beal Bank USA regulations. Completed quality control measures to ensure account balances are not in excess of specified limits.
  • Reviewed daily report used to track potential check kiting risks to help mitigate bank loss.
  • Tracked and assessed validity of daily transactions above $2500.00 posted to bank subsidiaries. Used existing banking reports and tools, along with customer records to analyze legitimacy of item presented for payment.
  • Participated in community outreach programs providing financial education to low-moderate income residents by serving as financial consultant and financial literacy educator.
07/2004 to 05/2011
Assistant Branch Manager/ Financial Service Representative, Customer Service Representative Mid-Atlantic Federal Credit Union City, STATE,
  • Displayed keen attention to detail in assessing short and long-term customer product needs.
  • Established and maintained customer accounts.
  • Cultivated impactful relationships with customers and drove business development by delivering expert product knowledge.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Met and exceeded monthly goals for establishing new accounts, consumer loans and investment referrals.
  • Conducted new hire training of customer and financial service representatives on credit union procedures and policies.
  • Observed and reported employee-customer interaction/sales performance on a weekly basis.
  • Developed and implemented action plans based on branch sales goals.
  • Diligently maintained branch operations related to auditing cash/negotiable items, implementation of policy changes, reporting of currency transactions, and cash management duties.
  • Excelled in effective inter-departmental communication and cross-functional team environment.
  • Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions of monetary instruments.
  • Collaborated with branch manager to develop customer service improvement initiatives.
  • Upheld privacy and security requirements established by US regulatory agencies.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
05/2002 to 07/2004
Customer Service Representative Chevy Chase Bank, Capital One City, STATE,
  • Processed account transactions (deposits, withdrawals, transfers) accurately and efficiently.
  • Fulfilled business account requests, including check and cash orders, and deposit verification and account research.
  • Completed daily settlement of ATM deposits/cash machines and replenishment of funds.
  • Recommended and referred additional products and services to customers.
  • Accomplished company-wide monthly knowledge-based examinations.
  • Remained constantly aware of customer activity to ensure safe and secure banking environment.
  • Escalated customer concerns, and special requests branch supervisors.
  • Asked probing questions to determine service needs and successfully recommended appropriate banking products.
Education and Training
Expected in 2015
University of Phoenix - Arlington, VA
Expected in 2010
Bachelor of Science: Business Administration/ Human Resource Management
University of Maryland University College - Adelphi, MD
Expected in 2006
Associate of Arts:
Montgomery College - Takoma Park, MD

Affiliations/ Volunteer Activities:

Bethesda Help ( Bethesda, MD) - Officer of the Day (2011-2021), Financial Consultant (2011-2021), Board Member (current)

Junior Achievement Finance Park (Wheaton, MD)- Finance Mentor (2019-2020)

TESS Center ( Takoma Park, MD) - Financial Literacy Instructor (2021)

Additional Information

Notary Public ( MD Commission expires 02/2023)
Skilled with Microsoft Office Suite, FIS banking systems including (XP- release pack 10, Base 2000), FIS, Metavante, IBS Teller Insight, Onbase, Unity Client, Barcode Generator, Ultipro Payroll System, eVision Check Research, Indigo Vision Surveillance Controls, eManager Banking Services Platform, Direct Capture and Penley processing systems.

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Resume Overview

School Attended
  • University of Phoenix
  • University of Maryland University College
  • Montgomery College
Job Titles Held:
  • Assistant Vice-President of Retail Banking
  • Assistant Branch Manager/ Financial Service Representative, Customer Service Representative
  • Customer Service Representative
  • MBA
  • Bachelor of Science
  • Associate of Arts

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