Ambitious banking professional extensively trained in bank leadership, fraud awareness and teller operations. Logical Financial Center Operations Manager skilled in problem-solving and creative decision-making. Over 13 years of experience in Consumer & Small Business banking with an excellent reputation for resolving problems and driving overall operational improvements that ensures customer satisfaction and relationships deepening with utmost professionalism. Proven sales, customer service, and problem solving abilities where I consistently saved costs while increasing profits.
Support the operational excellence of the center and ensuring that all aspects of the center run effectively and cohesively.
Overseeing functions such as the smooth and efficient functioning of the teller line, day to day policy and procedure adherence, and improvement of banking center performance.
Responsible for the financial center in the Financial Center Managers absence, ensuring that the FCMs directives are implemented.
Overseeing all financial center activities including transaction accuracy and execution of leadership tasks, identifying risks, and prioritizing areas of focus, educating associates on avoiding risks, assisting in the creation of action plans and ensuring associate and customer safety.
Ensure that in the event of a new procedure, product, or operational change, associates are informed and are properly executing the change. Track/manage service and operational performance metrics through monitoring of daily activities and reports and ensure day-to-day service and sales activities comply with standards for customer and operational excellence and meet regulatory compliance requirements.
Identify and route client needs to the appropriate Financial Center or One team partner as appropriate for all sales, service and specialized needs and capitalize on referral opportunities to help customers take full value of their Bank of America relationship.
Leverage resources and technologies to optimize customer experience and serve our customers with excellence and accuracy.
Provide a value added customer experience that leads to improved satisfaction and sales, handle escalations in the absence of the FCM; ensure enterprise complaint tracking, and own resource management for the financial center.
Assist associates in complex transactions/resolving issues that require understanding of regulatory compliance/policy and procedural knowledge. Coach associates to be efficient/in compliance with policies/procedures in customer service, operational procedures, transactions accuracy and customer engagement.
Proven results exceeding goals in a customer-centric, results-driven environment, influence/collaborate with others outside of reporting authority to achieve shared goals.
Proven customer service skills/ability to resolve problems/escalate as needed.
Strong financial/business acumen including experience interpreting reports.
Proven record of balancing risk/making sound decisions while achieving business goals.
Strong interpersonal skills, ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to providing personalized service.
Strong organizational skills, ability to manage multiple responsibilities, prioritize, and delegate while delivering results.
Strong communication skills (verbal, non-verbal, written & presentation) and active listening skills.
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