Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
Antoinette Schroll

Antoinette Schroll

Conowingo,MD

Summary

Dynamic Senior Relationship Banker with extensive expertise in enhancing customer satisfaction and fostering enduring client relationships. Proven track record in strategic planning, financial advisory, and risk management, leading to significant improvements in client retention and profitability through tailored service offerings. Adept at leveraging strong negotiation skills to create mutually beneficial outcomes for clients and the organization while maintaining a focus on compliance and best practices. Committed to continuous improvement and excellence in service delivery, ensuring alignment with evolving market demands and client needs.

Overview

32
32
years of professional experience
1
1
Certification

Work History

Senior Relationship Banker

First National Bank Of Pennsylvania
Rising Sun, Maryland
05.2025 - Current
  • Engaged with clients to understand their needs and provide customized banking solutions.
  • Managed daily operations of customer accounts and transactions.
  • Assisted clients with loan applications and mortgage options.
  • Educated customers on financial products and services available.
  • Coordinated with team members to enhance customer service experiences.
  • Analyzed client needs to recommend suitable banking solutions.
  • Resolved customer inquiries and issues promptly and effectively.
  • Provided mentorship to junior staff, focusing on effective strategies in relationship banking.
  • Reviewed customer feedback data and identified areas of improvement in service delivery.
  • Researched and responded to customer inquiries regarding banking products and services.
  • Maintained up-to-date knowledge of regulations related to banking operations.
  • Advised customers on ways they could reduce costs associated with their banking activities.
  • Developed and implemented strategies to increase customer base, grow deposits and cross-sell products.
  • Evaluated customer requests for overdrafts or line-of-credit increases.
  • Performed daily account maintenance activities for a portfolio of high net worth clients.
  • Assisted with the development of marketing materials for various banking products and services.
  • Conducted financial reviews with clients to identify their current and future needs.
  • Negotiated terms of loans with borrowers based on risk assessment criteria.
  • Monitored client accounts for suspicious activity or fraudulent transactions.
  • Provided advice on financial services, such as investments and insurance, to existing customers.
  • Developed and delivered comprehensive training on relationship management techniques and best practices for junior bankers.
  • Prepared regular reports detailing performance metrics against established targets.
  • Coordinated with other departments to ensure timely processing of customer transactions.
  • Participated in weekly sales meetings to discuss progress towards goals, challenges faced.
  • Collaborated with internal teams on projects aimed at improving customer experience.
  • Attended industry events to promote the bank's services and build relationships with potential partners and clients.
  • Ensured that all documents were accurately completed prior to submitting them for processing.
  • Established new accounts for corporate and retail customers in compliance with bank policies and procedures.
  • Compiled new customer information to open accounts and loans, collecting and verifying necessary documentation.
  • Adhered to strict confidentiality protocols to maintain safety of customer and bank information.
  • Advised customers on bank products, services and financial planning options.
  • Collaborated with mortgage and wealth management partners to assist customers with specialized needs.
  • Educated customers on options for managing financial transactions by leveraging technology, tools and resources.
  • Modified, opened and closed customer accounts.
  • Processed maintenance, operations and correspondence for new and existing accounts.
  • Suggested tactics to improve banking functions and products.
  • Promoted financial products with targeted direct mailings, in-branch selling, and outbound calls.
  • Participated in training and mentoring of new associates, assisting with onboarding .
  • Integrated marketing promotions and programs into conversations to educate and inform customers.
  • Conducted regular follow-ups with clients to maintain relationships and update financial plans as needed.
  • Monitored financial market trends to provide timely and relevant financial advice to clients.
  • Leveraged banking technology platforms to streamline operations and enhance the client experience.
  • Collaborated with internal teams, including mortgage, investment, and commercial banking, to provide holistic financial solutions.
  • Delivered exceptional customer service, resolving inquiries and issues promptly to ensure client satisfaction.
  • Negotiated terms and conditions for loans and credit facilities to meet client needs and bank objectives.
  • Utilized CRM tools to track client interactions, preferences, and feedback to improve service delivery.
  • Developed and maintained a portfolio of high-value clients, achieving high levels of client satisfaction and retention.
  • Maintained an in-depth knowledge of banking products, services, and regulatory requirements.
  • Assisted clients with estate planning and wealth management services, ensuring financial security.
  • Identified and pursued new business opportunities through targeted outreach and networking.
  • Built positive and productive customer connections to drive consistent sales.
  • Developed and maintained relationships with customers and assisted in generating sales opportunities.
  • Analyzed customer requirements and recommended efficient investment products.
  • Discussed client financial options to keep customers informed regarding transactions.
  • Completed sales order tickets and processed client-requested transactions.
  • Made bids and offers to buy or sell securities.
  • Promoted insurance and products to individuals and businesses and analyzed and determined financial viability and productivity of target products and services.
  • Led team initiatives to enhance customer service quality and operational efficiency.
  • Implemented training programs for junior bankers to improve product knowledge and sales techniques.
  • Analyzed client financial needs to recommend tailored banking products and services.
  • Streamlined account opening processes, reducing turnaround time for clients significantly.
  • Monitored compliance with regulatory requirements to ensure adherence across all banking operations.
  • Increased cross-selling opportunities through identifying clients'' needs and recommending appropriate banking products.
  • Provided support during audits by ensuring accurate documentation was maintained for all client interactions.
  • Supervised daily branch operations to ensure efficiency, compliance, and a positive customer experience.
  • Resolved complex customer issues, resulting in increased trust and loyalty among clients.
  • Mentored junior Relationship Bankers, sharing best practices for success in the role.
  • Collaborated with branch team members to achieve sales targets and improve overall performance.
  • Handled escalated complaints from dissatisfied customers professionally while finding mutually beneficial resolutions.
  • Participated in regular training sessions to stay up-to-date on industry trends and maintain expertise in banking products and services.
  • Assisted clients with credit applications, guiding them through the process from initial inquiry to loan approval.
  • Leveraged CRM tools effectively to track client interactions and manage ongoing relationships efficiently throughout each engagement cycle.
  • Resolved customer complaints and disputes to maintain satisfaction and loyalty.
  • Assisted customers with completing required forms for opening and closing bank accounts.
  • Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
  • Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
  • Facilitated customer transactions, including deposits, withdrawals and transfers.
  • Adapted products and services to suit customers' changing financial circumstances.
  • Conducted research to answer questions and handle issues using multiple systems and resources.
  • Discussed ideas and strategies to improve operational efficiency, adding value, and aiding business performance for continuous improvement.
  • Analyzed client capital structures and plans and recommended products and financial strategies to meet needs.
  • Applied strict company and regulatory standards when producing contracts and documentation.
  • Acted as buyer or seller representative when arranging sales.
  • Cultivated long-term client relationships through personalized financial solutions.
  • Advised clients on investment options, retirement planning, and risk management strategies.

Lead Teller

Suneast federal credit union
Nottingham, Pennsylvania
07.2024 - 05.2025
  • Directed daily activities of teller line, implementing procedures to uphold policy compliance.
  • Guided new tellers through comprehensive training on customer service excellence and transaction procedures.
  • Implemented and monitored cash handling protocols to enhance accuracy and reinforce security measures.
  • Managed member interactions by efficiently handling account inquiries, executing transactions, and troubleshooting issues to ensure seamless service delivery.
  • Orchestrated teller scheduling and workflow optimization to ensure effective resource utilization.
  • Analyzed existing workflows and introduced enhancements to improve service efficiency at the branch level.
  • Analyzed cash drawer balances through routine audits to maintain accountability and prevent discrepancies.
  • Developed and implemented promotional campaigns for credit union products and services, driving increased member engagement opportunities.
  • Executed daily reconciliation of bank vault cash to support efficient withdrawal and deposit processes.
  • Achieved customer satisfaction by efficiently managing check orders and executing stop payment requests. Enhanced service offerings through the provision of specialized assistance to clients.
  • Monitored branch financial accounts to identify and mitigate potential fraud risks and suspicious activities.
  • Monitored teller performance and provided targeted coaching and feedback to foster professional development and customer satisfaction.
  • Analyzed customer needs and developed comprehensive strategies to promote bank services and products, driving increased sales opportunities.
  • Monitored and enforced strict guidelines related to financial and customer data to mitigate risks of breaches and protect sensitive information.
  • Investigated and resolved customer issues efficiently, maintaining strict compliance with banking regulations.
  • Engaged in training sessions and workshops to deepen knowledge of banking products and services, fostering professional growth and service excellence.
  • Executed efficient customer interactions during high traffic shifts, demonstrating professionalism and calmness under stress.
  • Conducted detailed reviews of teller transactions to maintain compliance and accuracy standards prior to submission.
  • Tracked and maintained inventory levels to support seamless daily operations.
  • Managed relationships with external vendors to oversee maintenance of ATMs and banking equipment.
  • Achieved and surpassed sales targets by actively promoting bank products and services during customer interactions.
  • Achieved accurate cash management through diligent balancing of cash drawers. Streamlined loan payment processes and effectively issued cashier's checks, contributing to improved customer satisfaction.
  • Executed comprehensive audits of operational processes to enhance efficiency.
  • Executed processing of customer transactions, including deposits, withdrawals, transfers, and loan payments.
  • Maintained cleanliness, organization, and stock levels of teller window areas.
  • Took on additional shifts during busy periods to minimize staffing shortages.
  • Led weekly staff meetings to discuss goals, objectives, and performance metrics.
  • Maintained optimal financial controls by securing funds and making accurate transactions.
  • Performed daily balancing of the cash drawer as well as other assigned duties such as ATM monitoring or check cashing.
  • Reviewed customer account information to verify accuracy and resolve any outstanding issues.
  • Performed currency transaction reports for foreign currency.
  • Monitored daily cash levels in the vault and reconciled discrepancies.
  • Handled daily team scheduling and properly staffed shifts.
  • Welcomed customers and offered pleasant service during entire transaction.
  • Performed basic administrative tasks regarding banking products by handling phone calls, inquiries, and emails.
  • Assisted customers with opening new accounts or closing existing ones as needed.
  • Managed a team of tellers and ensured proper training on all banking policies and procedures.
  • Completed monthly audits and managed overdraft reports.
  • Maintained up-to-date knowledge of current bank products and services for customers' convenience.
  • Implemented new policies or procedures based on regulatory updates or changes in business needs.
  • Participated in community outreach initiatives aimed at increasing brand awareness.
  • Created monthly reports summarizing key performance indicators for management review.
  • Cross-sold bank products and services to customers, meeting and exceeding sales targets.
  • Supervised and trained team of tellers, enhancing productivity and customer service skills.
  • Conducted performance evaluations for teller staff, offering constructive feedback and setting goals.
  • Compiled and reported daily statistics on teller transactions and discrepancies.
  • Balanced ATM machines, including loading of cash in accordance with bank's replenishment schedule.
  • Enhanced team cohesion and morale through effective leadership and motivational strategies.
  • Assisted in the development and implementation of new teller training programs.
  • Identified process improvements to increase efficiency and accuracy of transactions.
  • Maintained cash drawer within prescribed cash limits and meet cash balancing requirements.
  • Facilitated communication between teller line and bank management on operational issues.
  • Monitored and maintained security procedures to protect both staff and customers.
  • Coordinated scheduling of teller staff to ensure adequate coverage during peak hours.
  • Transmitted orders to supply cash to meet daily needs.
  • Prepared official checks for customer and internal bank needs.
  • Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks.
  • Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
  • Received mortgage and other loan payments, verifying payment dates and amounts due.
  • Performed special services for customers, ordering bank cards and checks.
  • Verified amounts and integrity of every check or funds transfer.
  • Acted as pivotal point of contact between bank branches regarding guidelines and practices.
  • Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
  • Resolved problems or discrepancies concerning customers' accounts.
  • Composed, typed and mailed statements and correspondence related to discrepancies and outstanding unpaid debts.
  • Processed term deposits, retirement savings plan contributions and mail deposits within processing time limits.
  • Supervised daily operations of teller staff to ensure exceptional customer service and compliance with policies.
  • Trained and mentored new tellers on procedures, enhancing team efficiency and performance standards.
  • Managed cash handling processes, improving accuracy in transaction processing and reducing discrepancies.
  • Implemented process improvements that streamlined workflow, increasing overall operational efficiency within the branch.
  • Conducted audits of cash drawers, ensuring adherence to regulatory guidelines and maintaining accountability among staff.
  • Collaborated with management to develop training programs focused on customer relations and sales techniques.
  • Resolved complex customer inquiries and disputes, fostering trust and loyalty through effective communication skills.
  • Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
  • Assisted in training new tellers to ensure a consistent level of excellent service across the team.
  • Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
  • Mentored junior tellers, fostering professional growth and improved performance within the team.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Provided exceptional customer service, resulting in increased loyalty among existing clients and referrals of new business opportunities from satisfied customers.
  • Introduced customers to other bank team members to help meet financial needs.
  • Replenished ATM funds in empty canisters prior to validation process.
  • Prevented losses by identifying suspicious activities and escalating concerns according to bank policies and procedures.
  • Developed rapport with clientele by delivering personalized services that addressed specific financial needs.
  • Implemented security measures to protect sensitive client information and financial assets from potential fraud or theft.
  • Enhanced customer satisfaction by efficiently managing transactions and addressing inquiries.
  • Boosted branch sales with proactive product recommendations based on customer needs.
  • Mentored and trained new tellers on bank procedures and customer service standards.
  • Answered inquiries regarding checking and savings accounts and other related products.
  • Improved overall branch performance by sharing best practices and collaborating with coworkers to address areas of opportunity for growth.
  • Maintained compliance with federal regulations and bank policies, mitigating risk exposure for the institution.
  • Recognized and prevented fraudulent activities and suspicious transactions.
  • Streamlined teller operations for increased accuracy and speed, minimizing wait times for customers.
  • Managed daily bank operations by processing customer transactions and providing exceptional customer service.
  • Received car loan, home loan, and other payments and posted to accounts.
  • Created teller schedule to keep weekly and weekend shifts properly staffed.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Mentored newly hired team members on appropriate responses to patron questions.
  • Exceeded cross-selling goals by effectively communicating product benefits tailored to customers'' unique financial situations.

Master Barber

Plainfield Barbershop
Dundalk, Maryland
04.1994 - 06.2024
  • Provided expert haircuts and grooming services to a diverse clientele.
  • Maintained cleanliness and hygiene standards throughout the barbershop environment.
  • Mentored junior barbers in techniques and customer service best practices.
  • Managed appointment schedules to optimize client flow and satisfaction.
  • Recommended hair care products tailored to individual customer needs.
  • Conducted consultations to understand client preferences and style choices.
  • Utilized advanced barbering tools for precision cutting and styling.
  • Developed strong relationships with clients to encourage repeat business.
  • Developed relationships with clients to ensure repeat business opportunities.
  • Resolved customer complaints promptly in a courteous manner.
  • Monitored inventory levels of supplies needed for barber shop operations.
  • Educated customers on the best products for their particular hair type and needs.
  • Stayed up-to-date on current trends in men's hair fashion.
  • Attended educational workshops hosted by vendors or manufacturers of professional barbering products.
  • Kept records of customer visits including treatments performed, products used, payment received.
  • Maintained the cleanliness of work areas and sanitized all equipment before use.
  • Provided hair cutting, shaving, and styling services to male customers according to their individual preferences.
  • Provided scalp treatments such as massages and deep cleansing facials.
  • Discussed style options and cut lengths with clients.
  • Increased business profits by optimizing processes, improving team performance, and increasing customer satisfaction.
  • Determined appropriate budget levels to manage significant amounts per year in overhead costs, labor expenses, supplies, and other necessary expenditures while maintaining profitability objectives.
  • Shaved customers using standard and straight razors or clippers.
  • Clipped and sheared hair into diverse cuts and fades for customers.
  • Utilized diverse knowledge to style hair as requested.
  • Updated appointment calendar and set shift schedules.
  • Maximized profits and sustained operations through implementation of new sales strategies and marketing promotions.
  • Followed safety procedures when working with sharp tools or chemicals.
  • Performed beard trims and shaves with hot towels and lathers.
  • Participated in promotional activities within the community to increase brand awareness.
  • Offered advice to customers on hairstyles that would suit them best.
  • Managed cash register transactions accurately and efficiently during busy periods.
  • Scheduled appointments for customers over the phone or online booking systems.
  • Maintained business compliance with government regulations covering industry and licenses.
  • Demonstrated expertise in using a variety of barbering tools such as clippers, scissors, straight razors, and combs.
  • Assisted other team members in achieving daily goals.
  • Monitored, tracked, and recorded client satisfaction to maintain positive ratings.
  • Selected hair colors, products, and services based on customer preference and individually designed hair care plan.
  • Styled and designed traditional and contemporary hairstyles for men and women daily.
  • Sold conditioner, shampoo, hair treatment, and styling products to educate clients on proper hair care.
  • Offered clients catalog showcasing hairstyle, cut and color options to meet individual preferences.
  • Delivered high-quality haircuts and grooming services, ensuring client satisfaction through personalized consultations.
  • Mentored junior barbers, fostering skill development and enhancing service delivery standards.
  • Implemented efficient scheduling systems to optimize workflow and minimize client wait times.
  • Maintained cleanliness and organization of workstations, promoting a professional environment for clients and staff.
  • Developed strong client relationships, resulting in increased loyalty and repeat business through exceptional service.
  • Trained staff on the latest haircutting techniques and industry trends, improving overall team performance.
  • Conducted inventory management, ensuring availability of quality products while reducing waste and costs.
  • Analyzed customer feedback to identify areas for service improvement, leading to enhanced client experiences.
  • Kept business compliant with applicable government standards.
  • Styled hair according to customer preferences.
  • Consulted with clients to assess personal style preferences and unique needs.
  • Managed business customer service, responding to requests and concerns promptly.
  • Completed full and partial shaves with clippers and standard and straight razors.

Education

High School Diploma - Master Barber

Avara Barber School
Dundalk, MD
04.1994

Patapsco High School
Dundalk, Maryland
06.1993

Skills

  • Customer relationship development
  • Loan processing
  • Financial product knowledge
  • Risk assessment
  • Account maintenance
  • Sales strategy development
  • Strong customer service skills
  • Regulatory compliance
  • Performance reporting
  • Team collaboration
  • Effective communication
  • Problem solving
  • Conflict resolution
  • Training and development
  • Time management
  • Cash flow analysis
  • Investment advisory
  • Portfolio management
  • Loan origination
  • Credit risk assessment
  • Cross-selling techniques
  • Cash handling
  • Community relations
  • Recordkeeping requirements
  • Employee motivation
  • Loans
  • Credit assessment
  • Customer financing
  • Account closings
  • Customer Service-oriented
  • Relationship building and management
  • Sales expertise
  • Loss prevention
  • Project management
  • Cross-selling products
  • Creative thinking
  • Cash flow management
  • Teller background
  • Money handling
  • Financial services
  • Debt restructuring
  • Account audits
  • Banking
  • Teller support
  • Teamwork
  • Coaching and mentoring
  • Commercial lending
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Critical thinking
  • Computer skills
  • Organizational skills
  • Team leadership
  • Active listening
  • Verbal and written communication
  • Decision-making
  • Detail-oriented
  • Relationship building
  • Microsoft office
  • Team building
  • Task prioritization
  • Self motivation
  • Product knowledge
  • Client relations
  • Documentation
  • Know your customer
  • Goal setting
  • Professionalism
  • Staff management
  • Schedule management
  • Time management abilities
  • Product and service sales
  • Written communication
  • Client acquisition
  • Customer needs assessment
  • Service sales
  • Risk management
  • Records management
  • Problem-solving aptitude
  • Dispute resolution

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.

Certification

I have a NMLS#. I have CRIF Loan training.

Timeline

Senior Relationship Banker

First National Bank Of Pennsylvania
05.2025 - Current

Lead Teller

Suneast federal credit union
07.2024 - 05.2025

Master Barber

Plainfield Barbershop
04.1994 - 06.2024

Patapsco High School

High School Diploma - Master Barber

Avara Barber School

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Antoinette Schroll