Sales Branch Manager
Resume:
HEATHER
KELLY
**********@*****.***
OBJECTIVE
Very hard-working and well-organized individual who strives to provide a great customer experience while being able to problem solve and communicate any issues to customers, colleagues, and management.
SKILLS
Management
Sales
Communication
Leadership
Problem Solving
Customer Service Excellence
EXPERIENCE
Assistant Branch Manager First National Bank
08/2020 – CURRENT LOWER BURRELL, PA
Conducts consultative discussions with current and prospective customers to determine and analyze financial needs and makes recommendations to satisfy those needs.
Ensures all reporting requirements are met, reinforces customer service standards, supports a proactive sales culture and otherwise acts on the managers behalf.
Assists the Branch Manager with establishing goals, carrying out promotions, meeting with customers, tracking results, rewarding performance and preparing newsletter articles.
Conducts the business at hand in an entrepreneurial style according to established policies and procedures accurately and timely to satisfy the customer banking needs.
Motivates staff by making work experience fun and rewarding, conducting sales meetings as needed, providing encouragement with honest feedback and challenging individuals to grow and raise the bar for performance.
Oversees and conducts various sales promotions.
Assists with the development and management of teller referral skills.
Manages branch sales activities by establishing customer service standards, enforcing prescribed sales activities including weekly call reports and branch sales plans, pre-shift sales huddles, assisting with sales activities and sales chart updates and goals, monitoring and measuring sales results, revising sales promotion action plans and determining appropriate next steps.
Takes responsibility with the Branch Manager for the supervision of branch staff by instructing staff in details of the work performed either directly or by enforcement of policy allocating work, observing and working with staff to improve performance, assisting in coaching sessions, overseeing staff activities and directing actions as priorities change.
Trains sales staff by preparing and distributing training materials, following up with questions that explore understanding of information and acting as a role model for in-aisle and counter sales to ensure the staff has the skill and ability to achieve established goals.
Develops a personal program for maintaining adequate levels of knowledge in banking matters, products and services, management techniques and demonstrates appropriate behavior, attitude, judgment, communication and initiative with customers and employees to ensure acceptable degrees of performance.
Completes Loan process from start to finish for loan clients. NMLS # 1458325
Commercial Support Advisor Fifth Third Bank
01/2020 – 07/2020 ROSEMONT, IL
Provides accurate information to the Commercial Client upon request.
Explains products and policies so the Commercial Client can understand.
SME form Commercial Credit Card Client issues.
Directs Treasury Management product and service requests to the CSC Implementations team.
Provides Initial support for the following Commercial Products: Wire, ACH, Customer Statements, Lockbox, Vault Services, Go-ID, Copy Requests, and Balance Inquiry.
Accurately enters or confirms customer information into database; initiates and/or completes proper request forms in assisting customers.
Continuously utilized computer systems for tracking, information gathering, and/or troubleshooting. All issues or requests are successfully tracked by creating a service request within the CRM application.
Escalate Commercial client issues as needed to appropriate teams within the bank.
Commercial Card Specialist/Analyst I Fifth Third Bank
05/2019 – 01/2020 ROSEMONT, IL
Subject matter expert of policy and procedures for commercial cards.
Complete quality assurance of the rebate payout by validating rebate calculations and payment details on quarterly, semi-annually, and annual basis.
Process monthly reviews for individual access for various applications such as Mastercard SDg2, TSYS digital document system, official rebate access and TSYS security system.
Perform a variety of analytics to research complex incidents and resolve process gaps to enhance operational excellence and customer experience.
Establish partnership with the Lines of Business and key business partners in the planning, testing and implementation of process and product enhancements to align with organizational goals.
Reviews operational procedures and methods and recommends changes for improvement, with an emphasis on automation, efficiency and offshore opportunity.
Research trends in quality and exception rates among on and offshore teams along with developing plans for improvement.
Maintain an in-depth, working knowledge of all commercial card products and services as they relate to operational procedures and how they are used in problem resolution.
Ensures that all procedures are up to date and within compliance.
Ensure compliance with all federal regulations such as Regulation E, Regulation Z, FCRA, FACT
Act, CFPB, etc.
Credit Card Service Specialist MB Financial Bank
09/2017 – 05/2019 ROSEMONT, IL
Manage daily client support needs such as quality review checks for on boarded accounts, maintenance on current client accounts, balance inquiries, credit increases, transfers, payoffs, and implementing all promotions and ensuring all training decks are up to date to be sent out
Escalation point of contact for all Consumer and Small Business credit cards.
Investigated and managed customer concerns and on-board new clientele.
Tested and updated client accounts to ensure client has most up to date account information.
Responsible for SCRA checks and ensuring active duty clients are receiving proper rates.
Managed call collaborations and rated calls to MB Financials’ policy and standards.
Pulled monthly report from our reporting system and communicated to various stakeholders.
Conducted all credit disputes that were received
Relationship Banker II MB Financial Bank
01/2016 – 09/2017 CHICAGO, IL
Represented the bank in a professional matter as well as helping expand existing customer relationships and build new customer relationships.
Marketed and handled business development for the bank products and services to new clientele.
Participated in a new business development pilot initiative for high net worth clients.
Built a long-term relationship with the clientele and serviced them in all their financial needs.
Financial Service Associate First Commonwealth Bank
09/2015 – 12/2016 PITTSBURGH, PA
Administered and maintained banking access rights for clients, local offices and interoffice personnel.
Maintained workflow data and operational structure of the information systems managed by Client Banking Services.
Provided support to client, local offices and interoffice personnel regarding ad hoc service requests for information systems overseen by Financial Advisors, including client set-up and client information maintenance, custom reports/details requests, data compilation and analysis.
Completed audits for internal processes and procedures while also ensuring bank regulations have been followed.
Identified, researched, resolved and responded to a high volume of issues or questions received from clients and interoffice personnel.
Branch Service Specialist Alliant Credit Union
06/2014 – 08/2015 CHICAGO, IL
Cross-sell credit cards, loan products, mortgages, home equity lines of credit, and wealth management services.
Collaborated closely with financial advisors to help grow business development.
Applied product and procedural knowledge to identify, mitigate and solve customer problems effectively to drive customer loyalty.
Drove initiative-taking sales discussions through internal and outbound relations with a defined sales process including, outbound calling, service to sales, teller communications, appointment setting, and effective lobby engagement by elevating client loyalty.
Assistant Manager Woodforest National Bank
06/2009 – 06/2014 NATRONA HTS, PA
Developed and promoted additional business for the branch through community relationships.
Provided service to existing and potential customers seeking financial products and merchant services
Initiated B2B sales to increase customer base.
Retained and maintained existing accounts as well as developing awareness of other sales/service activities.
Resolved policy related issues with exceptional timeliness and professionalism.
Coordinated functions and daily operational issues through communication with regional management.
Performed additional customer service, sales, and administrative responsibilities as necessary based upon on market demand and branch staffing.
EDUCATION
Diploma/Equivalent
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