ALKA BHARGAVA
RETAIL BANKING
Bethesda,MD
Summary
Financial professional with a strong background driving financial growth, managing high-net-worth client accounts, and cultivating strong client relationships across the banking and public accounting sectors. Leveraged technical acumen of accounting rules and pronouncements to advise CFOs on accounting guidance and business strategy, particularly with current knowledge of generally accepted accounting principles (GAAP). Managed financial reporting, treasury and liquidity operations, insurance contracts, investment portfolio oversight, and month-end consolidation. Directed and mentored high-performing teams to meet KPI targets.
Overview
23
23
years of professional experience
Work History
Assistant Vice President, Branch Manager
PNC Bank
11.2023 - Current
- Drove a 666% increase in YTD investment revenue and a 158% rise in loan revenue, boosting branch performance
- Identified and minimized key business risks, maintaining compliance with regulatory and legal standards
- Created a unique client banking experience by offering financial guidance and utilizing advanced tech tools
- Managed the branch's profit and loss (P&L) by overseeing financial performance, budgeting, and cost control activities
- Augmented banking performance metrics by implementing strategic initiatives and engaging in community activities
- Optimized customer experience across online and in-store platforms by executing an omni-channel strategy
- Facilitated talent acquisition and retention through effective onboarding, coaching, and development programs
Operations Manager/Supervisor
Navy Federal Credit Union
05.2019 - 10.2023
- Attained a 98% team quality score and consistently demonstrated exceptional performance standards
- Created detailed checklist and manual to ensure strict adherence to service-level agreement (SLA) and operational standards
- Maximized operational efficiency and optimized fund disbursal processes by working with multi-disciplinary teams
- Achieved organizational goals by overseeing operational functions on a weekly, monthly, quarterly, and semi-annual basis
- Elevated customer satisfaction by resolving client issues on the first call, reducing hold times, and ensuring timely callbacks
- Met and exceeded the set KPI objectives by directing and training a skillful team of 10 individuals
- Reviewed call recordings to coach, mentor, and develop the employees for improved service quality
- Enhanced staff knowledge and expertise about banking products, account types, eligibility criteria, and fee schedules
- Guided customers on online banking and bill pay usage and directed specific inquiries to the appropriate departments
Assistant VP, Branch Manager
Mid-Atlantic Federal Credit Union
07.2015 - 04.2019
- Exceeded business loan target 120%, achieving $2.2M in loans against a goal of $1M
- Surpassed business deposit objective 180%, securing $2.8M in deposits compared to the $1M goal
- Doubled the target for TM and Merchant services, attaining $20K against a $10K objective and booking eight merchants versus a target of five, resulting in a total revenue generation of $28K
- Outperformed $4M goal by generating $28M in HELOC and personal loan sales, via exceptional skills in client acquisition
- Earned recognition as a 'turnaround' specialist by revitalizing sales operations and boosting organizational profitability
- Formulated extensive policies for operations and audit processes to enhance regulatory compliance
- Drove innovation in banking products by recruiting and mentoring a branch sales management team
Assistant Vice President, Branch Manager
M&T BANK
10.2001 - 07.2015
- Attained branch financial targets for commercial loans and deposits, maintaining and growing existing client relationships
- Accelerated business growth by exploring new opportunities and presenting persuasive product offerings to clients
- Optimized revenue margins by managing client portfolios and upselling additional products and services to customers
- Executed emerging marketing campaigns by introducing creative concepts and leveraging multichannel strategies
Education
Master's Degree - Child Psychology
Bachelor's Degree - Home Economics
Skills
- Client Satisfaction & Retention
- Account Management
- Operational Excellence
- Risk Assessment & Mitigation
- Project Delivery
- Regulatory Compliance
- Revenue Optimization
- Team Leadership
- CRM Management
- Process Improvement
- P&L Management
- Budgeting & Cost Control
- Stakeholder Engagement
- New Business Development
Affiliations
- Board Member of the Poolesville Chamber of Commerce
- Member of the Medallion Club at M&T Bank
Awards
- President's Award for Production, 2020
- Top Producer at Mid-Atlantic Federal Credit Union, 2016, 2017, & 2018
- President's Council Awards at M&T Bank, 2010, 2011, & 2012
Professional Licenses
- FINRA & Insurance Licenses - Series 6 & 63
- Life & Health Insurance Licenses
- NMLS License
Accomplishments
AWARDS:
- President's Award for Production, 2020 | Top Producer at Mid-Atlantic Federal Credit Union, 2016, 2017, & 2018.
- President’s Council’s Award at M&T Bank in 2010, 2011 & 2012.
- Led the bank with more than $400,0000-$600,0000amount in sales per year.
- Successfully closed an average of 8-10 loans per month.
- Grew new accounts number 35% in only timeframe.
- Improved loan production by 120% in a span of two years.
- Implemented new quality assurance procedures to maximize customer satisfaction and loyalty.
- Repeatedly received recognition from superiors for excellence in service.
- Improved employee satisfaction and reduced turnover by 65%.
- Resolved product issue through consumer testing.
- Documented and resolved client’s issues which led to loyalty and customer satisfaction.
- Supervised team of 10 staff members.
Additional Information
Taught clients Digital Banking
Languages
English
Full Professional
Hindi
Native or Bilingual
Timeline
Assistant Vice President, Branch Manager - PNC Bank
11.2023 - Current
Operations Manager/Supervisor - Navy Federal Credit Union
05.2019 - 10.2023
Assistant VP, Branch Manager - Mid-Atlantic Federal Credit Union
07.2015 - 04.2019
Assistant Vice President, Branch Manager - M&T BANK
10.2001 - 07.2015
Agra University - Master's Degree, Child Psychology
Agra University - Bachelor's Degree, Home Economics
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