Amy Broadway
Wilton,ME
Summary
Dynamic banking professional with extensive experience at Franklin Savings Bank, excelling in operational efficiency and customer service. Proven track record in cash handling accuracy and staff management, enhancing team performance and customer satisfaction. Recognized for implementing process improvements that streamlined deposit operations, fostering a culture of excellence and reliability.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Head Teller
Franklin Savings Bank
01.2021 - 06.2025
- Supported team by handling routine customer inquiries and transactions.
- Adapted quickly to new procedures and banking regulations.
- Processed cash deposits and withdrawals with attention to detail.
- Maintained orderly workflow by organizing daily tasks and priorities.
- Balanced cash drawers consistently at end-of-day without discrepancies, ensuring accuracy in all transactions processed throughout the day.
- Oversaw currency shipments and deposits while adhering to strict safety guidelines.
- Contributed to team goals by providing reliable support during peak hours.
- Replenished ATM funds in empty canisters prior to validation process.
- Managed high-volume cash transactions daily, maintaining accuracy and efficiency under pressure.
- Assisted customers with account inquiries, resolving issues promptly to ensure satisfaction.
- Answered inquiries regarding checking and savings accounts and other related products.
- Introduced customers to other bank team members to help meet financial needs.
- Developed strong rapport with customers by actively listening, addressing concerns promptly, and providing tailored solutions.
- Coordinated workflow among tellers, assigning tasks and monitoring performance for optimal efficiency during peak hours.
- Provided support during audits, gathering necessary documentation and demonstrating compliance with internal controls.
- Verified amount of cash in cash drawer against day's receipts, quickly identifying errors.
- Enhanced customer satisfaction by providing efficient and accurate transaction services.
- Reduced errors in transactions with vigilant attention to detail and adherence to banking regulations.
- Elevated branch reputation through consistent delivery of friendly service and expertise in managing diverse financial transactions.
- Ensured a secure working environment by adhering to strict security protocols and conducting regular audits.
- Mentored junior tellers, fostering professional development and growth within the team.
- Maintained up-to-date knowledge of banking policies, procedures, and regulatory requirements for effective guidance of team members and clients alike.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Collaborated with branch management to develop strategies for reaching sales targets and improving overall performance.
- Provided customers with appropriate literature on banking products and services.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Executed wire transfers, stop payments and account transfers.
- Assisted customers with banking needs and inquiries.
- Cross-sold credit cards, loans and other bank products.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Educated customers on online banking and mobile banking applications.
- Counted, verified and handled bank deposits and armored car transactions.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Processed applications for new accounts.
- Maintained friendly and professional customer interactions.
- Referred customers to other banking departments for specialized services.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
Deposit Operations Specialist
Franklin Savings Bank
04.2013 - 01.2021
- Implemented process improvements that reduced turnaround time for deposit processing, increasing overall productivity.
- Provided backup to two other deposit operations specialists.
- Assisted in audits by preparing necessary documentation and addressing inquiries related to deposit activities and procedures.
- Processed levies, bankruptcy, and garnishment requests.
- Enhanced deposit operations efficiency by streamlining processes and implementing new software tools.
- Processed account maintenance requests and checked for alignment with bank policy.
- Handled PIN reorders, new cards and maintenance for debit cards.
- Conducted thorough investigations into complex issues or discrepancies related to deposits, resolving issues promptly while maintaining high levels of customer satisfaction.
- Managed daily deposit operations tasks, ensuring accurate and timely completion of all transactions.
- Ensured timely resolution of customer inquiries by working closely with customer service representatives and other departments as needed.
- Immediately reported discrepancies and assisted in clearing discrepancies.
- Participated in internal audits conducted by the bank''s audit department or external regulators, providing necessary documentation and addressing any concerns raised during the review process.
- Ensured smooth coordination between branch offices and centralized deposit operations team for seamless service delivery.
- Served as a subject matter expert on deposit-related matters, providing guidance and support to both colleagues and customers alike.
- Maintained confidentiality of bank's customers and adhered to all regulatory requirements.
- Monitored and verified suspicious activity on customer accounts.
- Calculated fees due, interest and change for customer transactions.
- Wrote and distributed customer correspondence.
- Executed wire transfers, stop payments and account transfers.
- Referred customers to other banking departments for specialized services.
Customer Service Representative
Franklin Savings Bank
01.2000 - 04.2013
- Resolved customer inquiries through effective communication and problem-solving strategies.
- Enhanced customer satisfaction by providing timely and accurate information on products and services.
- Mentored junior staff in customer service protocols, improving overall team performance.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Identified and resolved discrepancies and errors in customer accounts.
Education
High School Diploma -
Mt Blue High School
Farmington06.1997
Skills
- Branch operations
- Operational efficiency
- Security procedures
- Cash handling expertise
- Deposit processing
- Transaction processing accuracy
- Staff management
- Account maintenance
- Teller support
- Bank secrecy act
- Notary services
- 10-key data entry
- Policy adherence
- Workflow optimization
- Banking software proficiency
- Currency exchange
- Safe deposit box management
- Rapid 10-key data entry
- Loan payment processing
- Wire transfer processing
- Vault management
- Customer complaint handling
- Promoting bank services
- Exercising discretion
- Anti-money laundering regulations
- Electronic banking systems
- Know-your-customer principles
- ATM servicing
- Positive attitude
- Attention to detail
- Punctual and reliable
- Trustworthy and honest
- Vault security
- Data entry
- Transaction overrides
- Customer relationship management
- Opening and closing procedures
- Transaction review
- Staff supervision
- Product upselling
- Cross-selling and upselling
Certification
Certified Teller
Notary Public
Banking Certificate
Timeline
Head Teller
Franklin Savings Bank
01.2021 - 06.2025
Deposit Operations Specialist
Franklin Savings Bank
04.2013 - 01.2021
Customer Service Representative
Franklin Savings Bank
01.2000 - 04.2013
High School Diploma -
Mt Blue High School
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