Anna Marie Sorensen
New Port Richey
Summary
- 24 years management experience in retail and financial services
- 18 years understanding of retail compliance controls, risk management, and loss prevention
- 24 years meeting the needs of customers/solving customer problems
- 18 years experience recommending financial services.
- Strong Motivation, Coaching and Training skills
- Effective Organizational, Multi-Tasking and Prioritizing skills
- Engage more & Help more with the Behavior framework.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Roving Personal Banker
Wells Fargo
04.2024 - Current
- Provide support across a variety of branch locations within a specific geography where a banker or teller is out of the office or to temporarily cover vacancies
- Be flexible and adaptable to changing priorities and new surroundings while meeting customer needs
- Participate in delivery of exceptional customer experience by building relationships through proactive outreach as well as proposing appropriate products, services, and digital solutions to help customers succeed financially
- Assist customers with basic requests related to opening new accounts, completing service requests, and submitting credit applications
- Receive direction from managers and exercise judgement within defined policies and procedures
- Develop understanding of bank products and services to connect to customers' needs
- Interact with customers to demonstrate care and build relationships
- Provide appropriate options for bank products and services to customer
- Refer customers' financial needs to other bankers and partners as needed
Branch Operations Coordinator
Wells Fargo
10.2023 - 04.2024
- Support customer experience by accurately processing and approving teller transactions, sharing digital solutions, and making appropriate introductions to bankers
- Complete operational activities while minimizing risks under established policies
- Perform routine to moderately complex transactional, operational, and customer support tasks efficiently through knowledge of bank procedures and products, as well as partners across the organization
- Support the Branch manager in operational tasks and scheduling
- Resolve issues related to daily operations of the teller line, under direction of regional banking management
- Support customers and employees in resolving or escalating concerns or complaints
- Receive guidance from managers and exercise judgment within defined policies and procedures
- Provide excellent service to customers and individuals by demonstrating care, building relationships, and completing requested transactions
- Identify information and services to meet customers financial needs
- Motivate a diverse team to achieve full potential and meet established business objectives
Service Manager LO2
Wells Fargo Bank
09.2017 - Current
- Minimizing risk exposure while maximizing customer experience by having daily coaching with each team member
- Monthly one on one coaching with each team member for development and action plan
- Proactively plan and participate in control tasks as well as audit activities
- Actively learning and growing with digital engagement together with my team
- Observe and Partner with my team to ensure an exceptional customer experience
- Assisting Branch manager with over-all responibilities for the branch
- Ability to work in a fast pace action while multi tasking
- Keeping track on cash difference, heat map, monthly random cash counts and other montly reporting
- Mentor and train multiple new hires
- Experience interacting positively with unsatisfied customers
- Partner with Premier Banker and Licensed Banker for affluent customers
Personal Banker 1
Wells Fargo
02.2017 - Current
- Ability to navigate multiple Computer systems.
- Partnering with Premier Banker and Licensed Banker for Affluent customers.
- Consistent track record of Risk and Control Tasks.
- Experience interacting positively with unsatisfied customers.
- Working with multiple non- profit organizations outside of Wells Fargo.
- Ability to coach and train in different aspects of the Branch.
- Recognize and acknowledge the contributions of others by Reaching for the Stars and Shared Success.
- Build great customer relationships by consistent follow up commitments and addressing their needs.
- Partner with Branch Manager for scheduling Bankers.
Lead Teller
Wells Fargo
11.2013 - 02.2017
- Consistent track record of coaching and developing team members.
- Knowledge in cash handling experience and balancing.
- Ability to work in a fast-paced action while multi- tasking.
- Scheduling for all Tellers.
- Mentored and Trained multiple new hires.
- Ability to identify potential fraud and risky account activity while taking the appropriate actions to prevent loss.
- Ensuring proper cash inventory on a weekly basis.
Service Manager 1
Wells Fargo
04.2012 - 11.2013
- Quarterly and yearly Mpp preparation.
- Monthly one on one coaching and development and action plan with each Team member.
- Participate in Huddles, Team meetings and Commitments from all Team members.
- Partner with Team members to ensure an exceptional WOW customer experience.
- Ensure all compliance with internal safeguards, key controls and dual control policy.
- Proactively plan and participate in all SOCR activities.
- Consistently working with Team Members on Control tasks.
- Assisting with Service Manger responsibilities while SVM is out on Pto.
- Assisting with Branch Manager for over-all responsibilities for the Branch.
Lead Teller
Wells Fargo
04.2008 - 04.2012
- Participate with, volunteer events Number 1 in Greater Tampa Bay for multiple Teller contributions Mentored and Trained multiple new hires.
- Knowledge in cash handling experience and balancing.
- Continually mentor tellers and other team members and holding myself accountable for making them more efficient/successful at the Road map process Independently follow policy and procedures Ability to work in a fast-paced action while multi- tasking Ability to identify potential fraud and risky account activity while taking the appropriate actions to prevent loss.
- Contribute to the Branch achieving an acceptable SOCR score.
- Complies with all dual control activities, policies and procedures.
Shift Manager
CVS Pharmacy
03.2004 - 04.2007
- Oversaw a full range of Retail Management responsibilities and directed sales floor activities Responsible for maintaining store inventory and merchandising the store Balanced all cash drawers , processed daily deposits and verified returns Worked with Loss prevention and assist with all other office administrative duties.
Education
727-688-8372Annamarie.wall@wellsfargo.com Anna’ Marie Wall -
American High School
Lansing, IL1999
Skills
- Customer service focus with experience handling complex transactions across multiple systems
- Ability to educate and connect customer to technology and share the value of mobile banking options
- Ability to help customers succeed financially by offering introductions to additional team members as appropriate
- Experience working with others on a team to meet customer needs
- Experience fostering and developing strong customer relationships
- Ability to build strong relationships with internal partners
- Ability to follow policies, procedures, and regulations
- Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss
- Ability to interact with integrity and professionalism with customers and team members
- Proficient with proactively sourcing, acquiring, building, and maintaining relationships with customers and colleagues
- Support customers and employees in resolving or escalating concerns or complaints
Certification
AFFIANT QUALIFIED-
ATM SERVICER
BRANCH OPERATING STANDARDS
BRANCH OPENING PROCEDURE
SAFE TRAINING CERTIFICATION
OPEN AND/OR MAINTAIN SAFE DEPOSIT BOX
LOAN ORIGINATOR
NOTARY QUALIFIED
SAFE REGISTRATION (NMLS ID #)1604540
ALLOW ENTRANCE TO CUSTOMER SAFE DEPOSIT BOXES
Timeline
Roving Personal Banker
Wells Fargo
04.2024 - Current
Branch Operations Coordinator
Wells Fargo
10.2023 - 04.2024
Service Manager LO2
Wells Fargo Bank
09.2017 - Current
Personal Banker 1
Wells Fargo
02.2017 - Current
Lead Teller
Wells Fargo
11.2013 - 02.2017
Service Manager 1
Wells Fargo
04.2012 - 11.2013
Lead Teller
Wells Fargo
04.2008 - 04.2012
Shift Manager
CVS Pharmacy
03.2004 - 04.2007
727-688-8372Annamarie.wall@wellsfargo.com Anna’ Marie Wall -
American High School