Savings Bank Management Expert

Manage branch book of business of $254MM affluent customer base with a primary goal to serve the customers total financial service needs in return increase profitable market share and accelerate the “Mobile First” strategy of the bank. Responsible for the overall success of the team including a Relationship Manager, while ensuring consistent behaviors of the client excellence experience during the transition to Net Promoter Score (2015) and Gallup to Medallia (2017). Assemble a team that is innately curious and willing to be challenged while collaborating to achieve a common goal during the transition to Virtual Branch Support while successfully attaining Effective High Scores in branch audits 2015, 2016 & 2017.

Manage branch book of business of $98MM emerging affluent customer base with a primary goal to serve the customers total financial service needs resulting in greater market share, wallet share and profitability. Responsible for the overall success of the team, while ensuring consistent behaviors of the customer service experience culture, modeling the behavior, providing coaching, training, and development to achieve consistent high performance objectives. Rated #1 Branch in sales 2 years consecutively, Top 10% in South Florida credit performance Q2 2013, rated #1 in Insurance Sales Q1 2014, Promoted 5 team members 2013 and 11 promoted 2014.

Responsible for building long-term relationships with client in-person and by phone. Worked to understand client's financial needs and address by making appropriate product recommendations or referring the client to a financial partner. Managed relationships within the branch and deliver superior quality service in-person or by phone such that client needs are met on a consistent, positive basis. Supported all daily operations of the branch, including timely and efficient completion of client transactions while maintaining accurate records and thorough proper handling of all monies assigned. Rated #1 in Sales Operations for Dade County in 2007, 2008, and 2009.

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