Assistant Vice President / Customer Service Manager

• Feb 2018 - Present

•Supervise branch operations department, including new account and teller line, to ensure operations are compliant with the Bank’s policies and procedures. •Function as the branch security officer to ensure the premise and staff comply with security guideline. •Handle customer inquiries & complaints and resolve technical operating problems. •Develop deposit business, cross-sell Bank products, and refer commercial/mortgage opportunity to Lending Team. •Ensure professional and satisfactory level of customer services and adequate staff coverage in the Branch. Show less

Assistant Vice President / Branch Manager - Mortgage Loan Originator

• Oct 2017 - Nov 2017

Assistant Vice President / Branch Service Manager - Mortgage Loan Originator

• Jun 2016 - Oct 2017

•Lead, coach and manage a banking center team. Ensure the development and performance of employees in the areas of remarkable customer service, relationship management, in-depth consumer and business product/service knowledge and execution. •Develop and manage a high-performing team. Directly manage the Human Resources processes for employees, including selection, training, performance management, disciplinary actions, individual career development and retention.•Provide meaningful and frequent training and support for team members regarding new products and services in retail banking.•Participates in management projects as needed and assists in achieving the company’s goals and objectives. Show less

Branch Service Manager II

• Nov 2013 - Jun 2016

•Lead and direct sales, service and business development activities to achieve targeted results in the categories of deposits and customer relationship growth, revenue, customer retention, and customer/employee commitment and satisfaction.•Manages and maintains the integrity of internal controls, audit guidelines and branch operations.•Provides guidance on operational related problems and handling of exceptions and adjustments. Gathers pertinent facts, identifies and weighs reasonable alternatives and uses sound judgement in decisions-making.•Accepting Residential Mortgage Loan application, offering and negotiating terms of a residential mortgage loan. Show less

Assistant Banking Center Manager

• Aug 2011 - Nov 2013

•Responsible for assisting in the development and assisting in ensuring staff achieve sales goals. •Successfully increased business through networking, prospect new clients through community involvement, and referrals. •Made proactive calls to high-value customers and non-customers in order to identify potential opportunities for retention and growth of customer relationships. •Created a quality relationship between retail bank and business partners within the bank corporate departments. •Monitored employee activities, assist with problems, and take actions when necessary to ensure work quality standards and planned schedules are maintained. •Supported manager in performing management functions such as staffing, training and expanding business plans. •Ensured entire banking center is in compliance with all applicable laws, regulations, bank policies and procedures. Show less

Personal Banker II

• Jan 2011 - Jul 2011

•Cross-sold consumer/business checking, savings, loans, and other financial products to existing and new banking clients. •Established, developed, retained, and deepened long term relationships with current and potential customers in the community surrounding the branch. •Recommended effective resources on newly enhanced products and services to business banking customers. •Responsible for responding and resolving general inquiries, complaints, concerns, and disputes from customers regarding financial products and services. •Excelled in identifying, analyzing, and solving complex problems. Show less

Personal Banker

• Jan 2006 - Jan 2011

•Maintained and serviced existing client relationships and satisfy clients’ financial needs according to their ever changing circumstances. •Expanded new client relationships through profiling to discover needs, making the best recommendations, proactively contacting and meeting prospective clients, asking for referrals and conducting appointments. •Trained novice team members with essential job knowledge through sharing best practices. •Maintained and serviced existing client relationships and satisfy clients’ financial needs according to their ever changing circumstances. •Expanded new client relationships through profiling to discover needs, making the best recommendations, proactively contacting and meeting prospective clients, asking for referrals and conducting appointments. •Trained novice team members with essential job knowledge through sharing best practices.