Financial Service Representative.
Resume:
Eileen Probst
Alexandria, VA *****
*********@*****.***
PROFESSIONAL SUMMARY
Bilingual banking professional with over 5+ years of experience in financial services in mid-level banking roles. Proven success in cross-selling banking products, maintaining regulatory compliance, and delivering high- quality customer service. Skilled in loan supports, account management, and bilingual client relations. Recognized for accuracy, efficiency, and strong commitment to building long-term customer relationships.
• Bilingual: English/ Spanish
• Cross-Selling & Upselling Bank products
• Consumer Lending Support
• Customer Relationship Management
• Regulatory Compliance (KYC/AML)
• Core Banking System
• Teller Operation & Cash Handling
• Account Opening & Maintenance
• Problem Solving & Escalation Handling
• Team Collaboration & Branch Support
• Marketing
• Property Management
PROFESSIONAL EXPERIENCE
BANKING AND FINANCE
Customer Service & Relationship Building: Delivered high-quality customer service to over 20+ clients daily. Handled inquiries, resolved customer complaints, and promoted bank products. Supported Spanish-speaking clients with personalized care that ensured clarity, comfort, and satisfaction. Followed up on customer cases while sharing communication with internal bank departments to provide rapid solutions. This created a sense of trust that increased referral rates. As a result, I received a 10/10 for exceptional customer service. Product Promotion & Cross-Selling: Rated #1 at Spectra Bank Branch for the highest referral rate between the investment department and the branch. Consistently exceeded monthly sales quotas by identifying client needs early and recommending tailored packages to their unique circumstances, such as lines of credit, loans, and deposits. Generated over $100,000.00 in new deposits through the successful promotion of high-yield savings and CDs. Boosted credit card applications by 30% in 3 months through needs-based selling and product education.
Transaction Handling & Cash Management: Achieved 100% cash drawer accuracy, resulting in shorter wait times, reduced loss and discrepancy reports. Improved transaction efficiency, resulting in shorter wait times and increased customer satisfaction scores. Maintained full compliance with audit standards, contributing to the successful internal and external audit outcomes. Detected and prevented fraud, protecting both the customer and the bank from financial loss. Reduced cash handling errors through attention and process improvement. Helped increase branch productivity by supporting smooth daily operations and cash flow. Sales & Lending: Opened and maintained over 20 consumer accounts monthly, educating customers on credit cards, loans, and savings products, resulting in a 25% increase in product adoption and improved customer retention. Streamlined the loan application process by efficiently gathering documentation, verifying identities, and coordinating with underwriters, leading to faster loan approvals and improved customer satisfaction scores.
AREAS OF EXPERTISE
PROPERTY & BUSINESS MANAGER
Property Conversion & Renovation: Converted a private residence into a successful bed and breakfast in Bocas del Toro, Panama, by personally overseeing refinancing and renovations, transforming the property into a profitable lodge.
Marketing & Financial Management: Managed all aspects of marketing, bookings, and financial oversight. resulting in a 15% increase in annual revenue by prioritizing customer satisfaction and optimizing operational efficiency.
Negotiation & Expansion: Negotiated a contract with an adjacent property owner to accommodate additional guests during peak seasons, expanding the property’s capacity and improving revenue potential. Mixed-Use Property Development: Converted a two-story building into a mixed-use property, transforming the ground floor into a pharmacy and the top floor into two rental apartments, diversifying income streams and long-term profitability.
Operational Management & Financial Audits: Managed daily operations of the casino, including conducting thorough financial audits to ensure accuracy, compliance, and optimal cash flow management. Vendor Negotiations & Cost Reduction: Renegotiated contracts with gambling machine vendors, lowering costs by analyzing machine earnings and future projections, which led to a more efficient allocation of resources and increased profitability.
Revenue Optimization & Business Model Innovation: Developed a high-revenue, low-cost business model by increasing the number of machines with slightly lower payouts but higher frequency, boosting foot traffic and length of stay.
WORK HISTORY
Service Member Representative, Spectra CU, Alexandria, VA 1/2025 - 7/2025 Property Manager, Tropicana Lodge and Properties, Bocas del Toro, Panama 03/2007 – Present Bank Teller, Citi Bank, Washington DC 1/2018 – 11/2018 Casino Sea Horse, Bocas del Toro, Panama 2008 – 2010 Commercial Banking Assistant, Banco General, Panama City, Panama 2/2005 – 3/2007 EDUCATION AND TRAINING
• Catolica Santa Maria La Antigua University - BA in Banking and Finance, Panama City, Panama
• Lado International College - Language Institute, Washington, DC REFERENCES AVAILABLE UPON REQUEST
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