AMALIA CEPERO
Washington,DC
Summary
Accomplished and detail-oriented financial professional with extensive experience in client relationship management, banking, and financial services. Expertise in delivering tailored financial advice, including banking, credit, asset management, and trust services. Proven ability to drive portfolio profitability, mitigate risks, and achieve business goals. Skilled in cultivating high-net-worth client relationships, developing comprehensive financial strategies, and leading collaborative teams to deliver exceptional client experiences. Fluent in Spanish and adept at navigating complex financial environments. Dedicated to thoroughly and accurately resolving customer concerns with forward-thinking and knowledgeable solutions. Skilled in mentoring new employees on processes and policies in support of team and business objectives. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Care Representative
PNC Bank
Washington, DC
04.2016 - Current
- Cultivated and managed relationships with diverse clients, delivering tailored banking and investment solutions.
- Provided training support for new hires related to customer service processes and procedures.
- Conducted financial needs analysis to recommend products aligned with client goals and risk tolerance.
- Collaborated with internal teams to address complex client needs and improve overall satisfaction.
- Monitored client accounts for potential risks, providing proactive education to mitigate vulnerabilities.
- "Planned team-building exercises and functions for branch morale."
- Coached branch teammates to drive revenue growth for my assigned branch location and company.
- Achieved and exceeded sales targets through effective cross-selling of financial products and services.
- "Participating in regional management activities in absence of the branch manager for my assigned branch location."
- Worked closely with business banking departments to expand revenue growth for business products for the branch and region.
- "Lead sales team to success in driving share-of-wallet growth for assigned branch and partner locations in my branch's region. "
- Ensured compliance with banking regulations while maintaining accurate client documentation.
- Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
Personal Banker
SunTrust/Truist Bank
Washington, DC
09.2011 - 08.2014
- "Built sustainable relationships with high-net-worth clients by understanding their financial goals and providing personalized advice."
- "Facilitated lending and credit solutions, including loans and home equity lines of credit, to support client financial objectives."
- "Promoted bank products and services, exceeding branch sales goals and driving portfolio growth."
- "Managed and de-escalated client concerns, ensuring resolution and enhancing client loyalty."
- "Conducted account reviews to align financial strategies with client goals and market trends."
- "Trained incoming branch associates to follow branch protocol when it came to specific company standards and practices,"
- Assisted customers with deposits, withdrawals, transfers, loan payments and other banking transactions.
- Followed operational standards, promoting security, risk management and compliance.
- Collaborated with team members to enhance customer service experiences.
Banking Representative
Wachovia/Wells Fargo
Washington, DC
08.2010 - 07.2011
- Delivered high-quality service to a large client base, managing transactions, account openings, and financial consultations.
- Provided expertise in asset management and customer relations, fostering trust and repeat business.
- Identified cross-selling opportunities and promoted banking products and services to meet client needs.
- Adhered to strict compliance guidelines and ensured data security.
- Analyzed financial data such as income statements, balance sheets and cash flow statements for potential loans or investments.
- Promoted the bank's services through community outreach events such as seminars or workshops.
Education
Some College (No Degree) - Finance and Business Administration
Trinity University
Washington, DCSkills
- Relationship Management
- Financial Needs Analysis
- Wealth Management Solutions
- Credit and Lending Expertise
- Risk Assessment and Mitigation
- Strategic Planning and Execution
- Investment Planning and Review
- Financial analysis
- Risk assessment
- Client retention strategies
- Client Portfolio Growth
- Cross-Selling Financial Products
- Team leadership
- Adaptability to change
- Data entry
- Multitasking and organization
- Empathy and patience
- Call center experience
- Appointment scheduling
- Senior leadership support
- Phone etiquette
- Email correspondence
- First call resolution
- Issue follow up
- Issue and complaint resolution
- Teamwork and collaboration
[Spanish] fluency
- Receiving support
- Teamwork skills
- Call logging
- Complaint resolution
- Upselling techniques
- Professionalism
Certification
- FINRA Series 7 and 63 (or 66), In Progress
- California Insurance License, In Progress
- Safe Act Registration, Good Standing
Languages
Spanish
Native/ Bilingual
Timeline
Customer Care Representative
PNC Bank
04.2016 - Current
Personal Banker
SunTrust/Truist Bank
09.2011 - 08.2014
Banking Representative
Wachovia/Wells Fargo
08.2010 - 07.2011
Some College (No Degree) - Finance and Business Administration
Trinity University