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SILVIA SILVA

ad3b48@r.postjobfree.com 973-***-**** Levittown, NY 11756

Diligent Teller Manager/ Assistant Manager with over 20 years of experience overseeing highly-qualified bank staff. Seasoned professional with background directing daily teller activities and compliance. Strong knowledge of banking regulations and procedures. Teller Manager/Assistant Manager and dedicated team player experienced in overseeing operations of individual and multi-unit facilities. Develops successful programs to improve profitability. Seeking new position with exciting challenges where great skills in management and operations will be valued. Proficient in training and coaching new hires, monitoring their professional development and completing feedbacks to Human Resources within the probation period. Highly detail-oriented, proactive and diligent. Skilled customer service/managing risk inspired and motivated to help customers build financial independence and have their identity protected. Seasoned Financial Management professional with proven expertise in accounting processes, systems oversight and compliance reporting. Knowledgeable about compliance and operations to manager risk. Talented team builder and supervisor with expertise to develop and maintain consistent, accurate, and legal accounting structures. Team Oversight

Regulatory Compliance

Cash Control

Customer Service

Relationship Building

Prioritizing and Planning

Operational Reporting

Goal Setting

Team Building Leadership

Risk Assessment

Business Relationship Management

Decision-Making

Work Planning

Employee Training Oversight

Sales Support

Proactive and Focused

Compliance Assessment

Staff Recruitment and Hiring

Financial Management

Staff Training

Cash Flow Management

Risk Analysis

Staff Management

Internal Controls and Reporting Systems

Sales Professional

Customer Relationship Development

Proficient in Bank computer system, ATMS, and TCRS

Expert in Risk Management

Attention to Detail

Financial Instruments

Relationship Building and Management

Risk Management

Client Relationship Management

Excels in Team Leadership

PNC Bank Palisades Park, NJ

Teller Manager/Assistant Manager of

Operations

03/2003 - Current

Developed or analyzed information to assess current or future financial status of firms.

Created financial management mechanisms to minimize financial risk to business.

Oversaw daily actions of tellers, responded to escalated customer inquiries and assigned tasks to meet operational needs.

Analyzed competitors and market trends to facilitate business growth. Created teller team schedules to maintain adequate staffing. Reviewed and approved transactions above limits and authority levels of teller staff.

Summary

Skills

Experience

Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions. Performed regular audits of teller transaction records to identify discrepancies or errors.

Managed teller staff schedules while ensuring adequate coverage at all times.

Checked payroll, vendor payments and other accounting disbursements for accuracy and compliance.

Recommended new financial and accounting software packages. replacing various non-integrated offerings.

Monitored daily cash levels to ensure accurate balancing of accounts at the end of each day.

Recruited qualified individuals for open positions within the branch network.

Provided feedback on employees' performance during one-on-one meetings.

Built financial models to allocate resources, forecast cash and investment needs and make capital budgeting decisions.

Analyzed actual financial results to budget, preparing variance reporting to functional groups.

Resolved escalated customer issues in accordance with established protocols and standards.

Created reports detailing transactions, deposits, withdrawals, and other banking activities for management review.

Conducted reviews and evaluations for cost-reduction opportunities. Assisted in the development of strategies to increase sales within the branch network.

Developed and implemented a customer service training program for new tellers.

Controlled cash and carried out cash use forecasting to maximize availability while minimizing risk.

Tracked customer satisfaction levels through periodic surveys and focus groups.

Provided guidance to tellers on resolving customer inquiries or complaints in a timely manner.

Identified opportunities for process improvements and communicated them to senior management team.

Supervised teller team by enforcing policies and procedures related to teller operations, security and compliance.

Filed government-mandated reports related to large cash transactions and sale of monetary instruments.

Reviewed customer account information for accuracy prior to processing transactions.

Maintained relationships with customers through ongoing communication about products and services available.

Developed best practices for handling customer inquiries quickly and efficiently.

Ensured adherence to bank policies and procedures by all tellers. Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.

Drove daily operations through cash drawer balancing, counterfeit currency identification and vault cash management.

Coordinated preparation of external audit materials and external financial reporting.

Managed relationships with tax authorities, bankers and auditors. Participated in local community events representing the bank's brand identity.

Worked closely with corporate banking teams on special projects related to product launches or campaigns.

Monitored branch activities for compliance with BSA and AML, reporting issues to Loss Prevention Department.

Conducted monthly meetings with staff to review performance, discuss challenges, and provide support.

Planned and completed group projects, working smoothly with others. Answered 50 calls or more per shift to assist with customer questions and concerns.

Identified needs of customers promptly and efficiently. Maintained open communication with team members and stakeholders, resulting in successful project outcomes.

Provided excellent service and attention to customers when face-to-face or through phone conversations.

Maintained schedule of class assignments to meet deadlines. Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services. Understood and followed oral and written directions. Worked with cross-functional teams to achieve goals. Completed day-to-day duties accurately and efficiently. Delivered products to customer locations on time.

Recognized by management for providing exceptional customer service. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Prioritized and organized tasks to efficiently accomplish service goals. Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools. Leveraged computer, ATMS and TCRS skills to input and compile data gathered from various sources.

Maintained updated knowledge through continuing education and advanced training.

Achieved cost-savings by developing functional solutions to problems. Assisted with customer requests and answered questions to improve satisfaction.

Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Mentor for Tellers, Bankers and Managers for the past 10 years Essex County College Newark, NJ

Some College (No Degree) in Business Administration Education and Training

Languages

English:

Native/ Bilingual

Portuguese:

Native/ Bilingual

Spanish:

Full Professional

Italian:

Professional

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