Resourceful Branch Manager offering more than 18 years of experience in challenging, fast-paced customer service environments. Amiable professional known for leading constructive and cooperative working relationships within team setting.
Skills
Banking standards
Revenue generation
Project management
Small business relations
Strategy development
Proficient in outlook, Office, Excel, Word, Powerpoint, etc.
Planning and coordination
Expert in risk management
Employee training
Excels in team leadership
Troubleshooting
Time management
Analytical
Conflict resolution
Account analysis expertise
Education and Training
Window Rock High SchoolFort Defiance, AZExpected in 05/1997 ā āHigh School Diploma: - GPA:
University Of New MexicoAlbuquerque, NMExpected in ā ā: - GPA:
Certifications
Branch Banking Fraud and Loss Prevention, Wells Fargo Bank
Operating Risk Essentials, Wells Fargo Bank
Confidential Supervisory information, Wells Fargo Bank
Diversity and Inclusion-1 and 2, Wells Fargo Bank
Instruction to the Telephone Consumer Protection Act, Wells Fargo Bank
Telephone Consumer Protection Ac for Telemarketing, Wells Fargo Bank
Experience
Bmo Harris - Bank Manager Rhinelander, WI, 05/2009 - Current
Proposed and managed successful marketing promotions and business plans.
Consulted with small business customers to determine needs and means and propose personalized banking solutions.
Provided customers with first-rate experience and developed long-lasting relationships.
Set up and completed loans with and without security.
Mentored and encouraged employees to develop strong work ethic by being positive role model and practicing skills regularly.
Managed travel arrangements for staff.
Applied evaluation techniques and personal knowledge to assess abilities to assign correct positions on team.
Developed coaching exercises for individual needs of employees to help achieve their development plans.
Developed training and exercise programs to meet individual requirements strategies.
Developed roles, responsibilities and processes between employees and partners.
Observed pricing and legal requirements for all products.
Coordinated with project leaders to resolve all product issues.
Directed development team accountable for decision support and business intelligence, following policy and procedures.
Offered specific training programs to help workers improve policies and procedures.
Oversaw training courses and promotional paths for professionals and leaders.
Led training classes and recorded instruction for later use.
Presented training information via role playing, simulations and team exercises.
Identified key skill gaps in Customer Service department employees and created training classes to effectively educate target individuals.
Mentored team members to succeed and advance within department and company.
Analyzed employees' skill levels and implemented new techniques to boost staff knowledge.
Provident Credit Union - Personal Banker San Jose, CA, 01/2007 - 05/2010
Performed cash and check balancing to verify all daily and monthly cash accounts for accuracy.
Created strategic financial solutions to suit individualized client needs.
Improved decision-making by using current data on market conditions and individual financial situations.
Helped customers open and close accounts, apply for loans and make sound financial decisions.
Provided clients with information on bank accounts, institutional policies, financial products and related services.
Met with clients to facilitate budget management and financial guidance.
Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
Increased teller efficiency by developing and implementing improved service methods
Responded to numerous basic inquires per day regarding procedures, policies, check verification, deposits, stop payments, balances and lost and stolen credit cards.
Used various office machines, including HP laser printer machines to scan, fax and print financial documents.
Expanded customer relationships by maintaining regular follow-up processes and rapport with each customer.
Charter Spectrum - Fraud Investigator North Platte, NE, 11/2003 - 01/2007
Recovered over $1,000,000.00 worth of assets by effectively breaking up check fraud ring.
Completed required investigations on referred files ahead of deadlines, typically within 5 by due date.
Inputted all information regarding fraud investigations into detailed reports that were submitted to clients.
Pacific Western Bank - Bank Teller Claremont, CA, 11/2002 - 11/2003
Maintained optimal financial controls by securing funds and making accurate transactions.
Counted as much as $900,000 in daily funds with manual and machine-assisted methods.
Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
Conducted special service and account transactions for customers, including ordering checks and placing stop payment orders.
Verified amounts and integrity of every check or funds transfer.
Reduced cash errors by more than 100% by double checking transactions and using banking branch operating standards-cash balancing standards.
Cashed customer checks, including verifying identification and checking account balances in accordance with bank policy.
Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs.
Identified and reported suspicious behavior to security personnel as appropriate.
Reconciled cash and checks against computer records at end of shift.
Explained bank services, financial products and applicable fees to customers.
Processed customer transactions, including loan payments, safe deposit boxes and check-cashing.
Served numerious customers each shift, remaining composed and professional even in high-stress situations.
Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
Prepared official checks for customer and internal bank needs.
Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
Responded and assisted customers with account inquiries and updates.
Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
Offered to take on additional shifts during holidays and other busy periods to alleviate staffing shortages.
Identified and eliminated errors when balancing ATM transactions, teller cash dispensers and teller cash recyclers.
Received cash and checks for deposit, including verifying amounts and endorsements and examining cash to prohibit acceptance of counterfeit bills.
Accomplishments
Led team to achieve dedication to customers, support of each other and commitment to excellence, earning recognition from upper management and financial reward.
Consistently maintained high customer satisfaction ratings.
Recognized as Employee of the Golden Spoke award for outstanding performance and team contributions.
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