Yyyyyy x. yyyyyy

24 S. Addison St. #0000 xxxxxx xxxx , xxxx , xxxxx 00000

(xxx-xxx-xxxx

abc@xyz.com

 

Performance-focused leader specializing in the Banking/Financial Services eager to contribute dynamic business development, team leadership and client servicing skills toward actively supporting a progressive organization in optimizing performance as a results-driven Assistant Manager

 

Offer approximately 8 years of progressive industry experience, with comprehensive background in Branch, Card Services, and Customer Service departments. Motivating leader with solid background in training, developing, overseeing, and evaluating personnel. Well-versed in industry regulatory compliance and adept in ensuring conformance to internal policy/procedures and risk management/loss control practices. Dynamic communication, presentation, relationship building and critical thinking abilities. Excel at interacting with broad populations including senior management, staff, and customers. Highly versatile; quickly master new roles, responsibilities, technologies, and environments. Demonstrate outstanding problem solving and active listening skills in diplomatically troubleshooting and diffusing complex customer issues.  Multi-lingual fluency in English, Ukrainian, Russian.

 

  In recognition of strong leadership/managerial skills, selected to serve as Acting Team Leader for past year, with full-scope accountability for new hire training, team coordination and supervision.

  Successfully completed intensive Management Training curriculum through First American Bank.    

  Achieved 125% retail loan goal, 140% mortgage loan goal, and 109% new account relationship goal in 2006.

  Consistently recognized as top sales person in consumer loans within 3-branch-cluster.

  Demonstrated consumer lending expertise in proficiently preparing and completing a 92-page loan closing manual for company use to assist employees with retail loan closing process.

  Relied upon by senior management and staff to handle all customer inquiries relating to and cross sell  loans, DDAs, savings, IRAs and HSAs and CDs accounts and other banking products (overdraft protections, online banking, bill pay, and debit card).

 

Management

  Facilitate comprehensive new hire training programs in job requirements, phone/onsite business etiquette and objectives in delivering world-class customer service.

  Effectively educate new hires as well as leadership trainees in industry and internal standards, policies and procedures.

  Continually monitor new staff progress and prepare/present 90-day performance appraisals focused on building quality teams; perform weekly evaluations and report to senior management.

  Provide both one-on-one and group coaching sessions in customer service, sales techniques and job performance.

  Conduct quality monitoring of phone calls to ensure prompt, professional servicing.

 

Strategic Sales & Business Development

  Successfully drive sales by actively consulting with clients to define and address their specific needs, providing effective presentations and steering persuasive negotiations to close transactions.

  Demonstrate high level of self-motivation in taking the initiative to identify, target and capture new business.

  Contribute to business development through proactive prospecting techniques.

 

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Core Skills continued

 

Customer Service

  Contribute dynamic information gathering, needs assessment and analytical skills toward effectively and diplomatically responding to client issues for timely resolution and enhanced satisfaction with company's delivery of customer service.

  Proactively assist customers with debit card inquiries, account discrepancy disputes, MasterCard secure code requests, and ACH inquiries.

 

Consumer Lending

  Conduct comprehensive review and analysis of client profile to identify and recommend cost-savings solutions for loan clients; cross sell various banking products while ensuring exceptional customer satisfaction.

  Manage all aspects of branch delinquent loan list; contact customers to decrease delinquency rate and provide recommendations for possible solutions.

  Exhibit organizational skills and strong attention to detail in auditing closed loan packages to intercept documentation or calculation errors prior to processing.

  Maximize human resource performance by conducting evaluations, clearly defining skill gaps, and providing expert recommendations on strategic training/professional development solutions.

 

Card Services/Loss Prevention

  Proficiently research, troubleshoot and address fraudulent activities rising from customer disputes to control risk to bank as well as deliver quality customer service

  Adept in applying industry expertise toward implementing strategies to prevent/mitigate losses resulting from chargebacks and check kiting.

 

Personal Banking: 

  Apply expertise toward opening/closing accounts, transferring funds and processing payments.

  Play a key role in increasing customer base and establishing bank within the community by actively attending and participating in various events.

 

First American Bank                                                                                                      2004-Present

Card Services / Customer Service Representative, Elk Gove Village, IL (2008-Present)

Loan Call Center Liaison, Elk Gove Village, IL (2007-2008)

Account Representative/ Personal Banker, Chicago, IL (2005-2007)

Personal Banker, Chicago, IL (2004-2005)

 

Joint Stock Postal Pension Bank, Aval, Ukraine                                                              2002-2004

Sr. Personal Banker

Bachelor s Degree, Major in Banking Business - Lviv Banking Institute, Ukraine (1996-2002); Graduated Summa cum Laude