Banking Professional Transitioning to Remote Support

Heather Engaling, Member Service Specialist

Stockton, 95207, United States, 209-***-****, ********@***.*** SUMMARY Highly adaptable and customer-focused banking professional with over 20 years of experience in retail banking operations, member services, and cash management. Proven ability to manage cash inventory, oversee significant currency shipments, and provide exceptional service through in-branch and phone interactions. Skilled in account opening, financial guidance, and mentoring new tellers. Eager to leverage extensive experience to enhance member satisfaction and operational efficiency as a Member Service Specialist III at your Stockton branch.

WORK EXPERIENCE

Processing Representative

American Savings Bank/Washington Mutual

06/1997 – 05/2004 Stockton

Processed retirement deposits on a monthly basis prior to the widespread adoption of direct deposit.

Investigated teller discrepancies by reviewing individual teller transactions, and rectified client accounts upon identification of errors. Senior Teller

Washington Mutual Bank

06/2004 – 07/2006 Las Vegas

Assisted customers with daily transactions and facilitated referrals to bankers or loan officers for specialized needs.

Secured each deposit within an envelope and placed it into the individual teller vault.

Reconciled teller vaults nightly by retrieving deposit envelopes and transferring them to the main vault for subsequent day-count and discrepancy determination.

Senior Teller

Washington Mutual Bank

08/2006 – 08/2007 Stockton

Provided customer support for daily transactions and directed clients to appropriate personnel, such as bankers or loan officers. Ensured all deposits were placed in envelopes and secured within individual teller vaults.

Managed end-of-day vault reconciliation, retrieving deposit envelopes and transferring them to the main vault for the following day's counting and variance assessment.

Operations Supervisor

Washington Mutual Bank

07/2007 – 07/2009 STOCKTON, United States

Provided operational support and supervised branch staff in the absence of branch managers.

Managed a personal cash drawer to facilitate customer daily financial needs.

Collaborated with teller staff to proactively refer customers to bankers for comprehensive financial solutions.

Assistant Manager

Washington Mutual Bank/Chase Bank

08/2009 – 10/2010 Lodi

Accepted promotion to Assistant Manager and transferred to the Lodi branch.

Supported the branch through the acquisition of Washington Mutual by Chase Bank in September 2009.

Addressed audit deficiencies identified in the first Chase audit, which resulted in a mandatory step-down or termination.

Opted to step down from the Assistant Manager role and relocate to a branch in Stockton, CA.

Personal Banker

Chase Bank

10/2010 – 03/2017 Stockton, United States

Facilitated new account openings, loan applications, and credit card services for customers.

Supported the home loan officer by managing customer documentation and transmitting it to the loan servicing department.

Maintained teller duties, providing assistance and necessary approvals to tellers during operational periods.

Served as a backup vault custodian, covering responsibilities in the absence of the primary custodian.

Provided notary services to customers requiring official document authentication.

In-home Primary Caregiver

In-home Primary Caregiver

09/2017 – 07/2022 Stockton, United States

Stepped away from traditional employment to manage a medical condition and provide essential daily care for a grandmother. Managed all aspects of her care, including transportation to medical appointments and grocery shopping.

Assisted with banking tasks, notably when her hand tremors prevented her from writing checks.

Branch Banker/Teller Lead

PNC bank

08/2022 – Present Stockton, United States

Managed and maintained the branch's required cash inventory levels. Oversaw the ordering and secure shipment of significant cash volumes. Engaged with customers via in-branch visits and phone calls to address banking needs, process transactions, and conduct account research. Guided clients in financial planning, emphasizing strategies for retirement savings and preparation for unforeseen expenses.

Mentored clients on financial preparedness for major purchases, including homes and vehicles, and connected them with financial advisors for investment opportunities.

Spearheaded the training program for newly hired teller staff. Promoted the adoption of the bank's mobile application to enhance customer convenience for daily transactions.

Processed and filed new account documentation, ensuring accurate forwarding of essential documents for processes such as mortgage payoffs and HELOC closings.

Handled inbound calls, providing comprehensive assistance to clients regarding their banking inquiries.

Empowered clients by reinforcing their control over their financial decisions and needs.

EDUCATION

San Joaquin Delta College

N/A, Business Admin

08/1995 – 05/2004 Stockton, United States

Graduated high school 1995

SKILLS MS Office proficient Sales expertise

Safe and Vault Operation Currency and coin shipments Cash dispenser operation Debt/Credit Management

Managing phones and calendars to

assist clients and co-workers

Exceptional Customer Service

Organized Friendly and Dependable

Excellent communication skills Reliable and Approachable Fast Learner Fraud Detection

Product Knowledge Regulatory Compliance

Consultative Dialogue Initiative

Adaptability Document Verification

Account Opening Mentoring

Positive Attitude Banking Experience

Teller Experience Lending Services Knowledge

Leadership Skills Coaching Skills

Notary Public

Contact this candidate