CARLA ROWLAND
Roanoke,AL
Summary
Dedicated professional with expertise in coaching and mentoring within the banking sector. Proven track record in ensuring regulatory compliance while enhancing customer experiences through customized financial solutions. Skilled in developing and implementing effective operational strategies that drive results.
Overview
14
14
years of professional experience
Work History
Personal Banker
Wells Fargo Bank, N.A.
Roanoke, AL
05.2023 - Current
- Executed consumer loans and services utilizing in-depth product knowledge.
- Established rapport with new and existing clients, enhancing branch loyalty and meeting diverse financial needs.
- Resolved customer complaints promptly, ensuring client retention and trust in services.
- Cultivated partnerships for tailored referrals, improving client satisfaction and service delivery.
- Ensured strict compliance with bank policies and regulatory requirements.
Branch Operations Manager
Wells Fargo Bank, N.A.
Roanoke , AL
04.2017 - 05.2023
- Implemented operational procedures that elevated branch efficiency significantly.
- Monitored performance metrics to identify improvement areas and implement corrective actions.
- Coached staff on policies, procedures, and performance strategies, enhancing overall team capability and service quality.
- Collaborated cross-functionally to establish branch goals aligned with strategic objectives.
- Ensured compliance with recordkeeping requirements for branch files.
- Mitigated regulatory risks by maintaining compliance with state and federal protocols.
- Resolved worksite damage and product issues, improving customer and vendor satisfaction ratings.
Lead Teller
Wells Fargo Bank, N.A.
Roanoke, AL
04.2014 - 04.2017
- Trained and mentored new tellers on customer service and banking procedures, enhancing team knowledge and service quality.
- Identified process improvements to enhance transaction efficiency and accuracy.
- Conducted balance audits to resolve cash handling discrepancies.
- Monitored security procedures to ensure safety for staff and customers.
Teller
Wells Fargo Bank, N.A.
Roanoke, AL
12.2011 - 04.2014
- Processed customer transactions, ensuring accuracy and enhancing overall customer satisfaction.
- Assisted customers in resolving account inquiries and service requests, improving service reliability.
- Educated customers on banking products and services, enhancing their understanding and usage.
Education
High School Diploma -
Handley High School
Roanoke, AL05-2002
Some College (No Degree) -
Southern Union State Community College
Wadley, ALSkills
- Customer relationship management
- Sales management
- Regulatory compliance
- Operational efficiency
- Strategic planning
- Coaching and mentoring
- Training and development
- Financial advisory
Timeline
Personal Banker
Wells Fargo Bank, N.A.
05.2023 - Current
Branch Operations Manager
Wells Fargo Bank, N.A.
04.2017 - 05.2023
Lead Teller
Wells Fargo Bank, N.A.
04.2014 - 04.2017
Teller
Wells Fargo Bank, N.A.
12.2011 - 04.2014
High School Diploma -
Handley High School
Some College (No Degree) -
Southern Union State Community College