Anthony Lloyd Butler
Banking Professional
Port St. Lucie,Florida
Summary
Flexible, dynamic, passionate and committed banking professional with over 30 years’ experience in Retail Banking, Sales management and Customer Service Delivery. Highly skilled service driven team player with an excellent record of providing high quality customer service and customized solutions to build loyalty. Open minded leader recognized for creative thinking, strong organizational and effective problem-solving skills. Outstanding relationship building skills with customers and team members.
Overview
17
17
years of professional experience
Work History
Assistant Branch Manager
Trustco Bank
Stuart, Florida
05.2022 - Current
- Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
- Completed filings and uphold strict compliance with the Bank's policies and procedures.
- Demonstrated knowledge of branch financial products, loans and lines of credit and provided financial solutions in satisfying customer needs.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Reviewed credit applications for risk factors and credit worthiness.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Managed the branch and supervised the Head Teller and Part Time Teller in the absence of the Branch Manager.
SENIOR CLIENT ADVISOR
SEACOAST BANK
02.2020 - 01.2022
- Managing and maintaining healthy business relationships with clients to achieve short term and long-term business objectives
- Monitoring financial transactions and analyze clients’ portfolios to determine their needs and interests and recommending plans and financial solutions to achieve highest client satisfaction
- Providing consultation to clients on banking services and products and identifying and pursuing proper financial solutions to fit their financial needs
- Maintaining existing client relationships and identifying new client relationships to ensure strong client base
- Supporting the Bank’s strong relationship banking culture through ongoing customer contact, quality customer service and superior product knowledge
- Maintaining compliance with all rules and regulations in the financial industry.
BRANCH MANAGER
NATIONAL COMMERCIAL BANK JAMAICA LIMITED
08.2013 - 09.2019
- Managing business relationship with affluent and corporate clients to ensure customer satisfaction
- Developing focused strategies for acquiring, retaining and growing selected clients
- Analyzing and processing business loans for Small and Medium Enterprises clients
- Generating new businesses and clients for the bank by giving advice on banking and financial products and services
- Managing the branch with a complement of twenty-eight members of staff with direct supervision of six salespersons
- Ensuring that the branch is managed within the scope of the law and the regulations and guidelines of the Central Bank of Jamaica are adhered to thus promoting a good public image
- Ensuring that the bank's policies and procedures are carried out
- Controlling and monitoring loans on behalf of the bank within limits and guidelines set by the Central Bank of Jamaica and the Head Office of National Commercial Bank Jamaica Limited
- Managing and restructuring delinquent loans
- Managing and assisting with the collections of bad debts
- Ensuring the proper collection of all revenues and the effective management of expenditures
- Managing sales performance of sales team and ensuring that individual sales targets are met
- Conducting forth nightly coaching sessions with sales team and formulates strategies to achieve sales targets
- Conducting weekly sales performance meetings with sales team
- Preparing performance appraisal reports and conducts appraisal interviews with staff
- Preparing annual budget in conjunction with the Service Quality Manager
- HIGHLIGHT OF ACCOMPLISHMENTS
- Enhanced productivity of all sales staff through innovative and highly aggressive sales efforts
- Increased customer service satisfaction level from 89% to 93.5% through creative and proactive service activities
- Increased loans and deposit portfolio of branch target – 5% average above expectation
- Improved profitability of branch from a loss-making position in year one to a position of profit by reducing operating expenses by 18% and increasing revenue by 15%.
SERVICE QUALITY MANAGER (OPERATIONS MANAGER)
04.2005 - 08.2013
- Providing training, guidance and developing team to create a strong and competent workforce to achieve operational stability and efficiency, customer service delivery, productivity, profitability, and growth of the company
- Delegating duties and tasks to individual team members to accomplish the overall success of banking operations
- Managing the service level agreements with customers and external service providers
- Ensuring that policies, procedures, control systems and regulations are followed correctly to avoid risks and to ensure compliance with internal and external compliance policies and standards
- Ensuring that the credibility of the company is upheld by enforcing professional standards of operating in all staff members
- Performing assessment of activities and performance of banking staff by evaluating transaction reports and accounts balance for accuracy and clarity
- Providing mentorship to team members by observing daily activities and assist in resolving complicated issues
- Setting up workflows for banking operations and taking the necessary steps in providing the requisite support needed for smooth operations
- Preparing annual budget in conjunction with the Branch Manager
- Ensuring that the branch's objectives, customer service and performance standards are achieved and maintained by all members of staff
- Maintaining the company’s presence and awareness through involvement and community development activities
- Preparing performance appraisal reports and conducts appraisal interviews with staff
- HIGHLIGHT OF ACCOMPLISHMENTS
- Improve operational efficiency score of the branch from 89% to an average of 93% against benchmark target of 90%
- Branch of the Year Award based on Key Performance Indices amongst 35 branches
- Improved customer service delivery score – average 4 % above benchmark of 85%.
Education
Master of Business Administration - Management
UNIVERSITY OF TECHNOLOGY
Skills
- Verbal and Written Communication
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- Upselling Products and Services
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- Building Customer Trust and Loyalty
- Creative Problem Solving
- Excellent Attention to Detail
- Team-Oriented and Cooperative
Timeline
Assistant Branch Manager
Trustco Bank
05.2022 - Current
SENIOR CLIENT ADVISOR
SEACOAST BANK
02.2020 - 01.2022
BRANCH MANAGER
NATIONAL COMMERCIAL BANK JAMAICA LIMITED
08.2013 - 09.2019
SERVICE QUALITY MANAGER (OPERATIONS MANAGER)
04.2005 - 08.2013
Master of Business Administration - Management
UNIVERSITY OF TECHNOLOGY
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