Ceirra Goetz

Carries out supervisory

responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; and making recommendations regarding the hiring and terminating of employees.

Essential duties include:

Promotes consistent and exceptional customer service that enhances customer interactions

through coaching and demonstrating a genuine desire to assist and deliver a high level of

support that leads to the overall branch experience through coaching, mentoring, and training.

Furthers career development of branch staff by coaching, mentoring, and monitoring the branch

training progression of employees. Conducts one-on-one coaching with direct reports on a

regularly scheduled basis to ensure employee engagement.

Engages with the bank’s customers to build and deepen relationships by promoting all areas of

the bank to retain and expand the branch’s deposit portfolio.

Supervises daily branch operations to comply with bank policy, procedures, and banking

regulations; ensures delegates have adequate and current compliance training; and ensures

branch maintains a high satisfactory or better audit rating. Supervisors staff training and best

banking practices to prevent regulatory errors.

Serves as a digital expert and has working knowledge of the bank’s products and services to

communicate and demonstrate to customers. Actively works with subject matter experts in all

departments of the bank as a team to promote our One Solution approach to relationship

building.

Collaborates as a team with branch management and personal bankers on prospecting

customers to develop new business. May call on prospects and existing customers to develop

and/or retain business.

Maintains branch security and minimizes branch losses and/or risk of exposure to losses.

Researches and resolves out of balance conditions, customer discrepancies, and errors; ensures

consumer complaints are immediately directed to the appropriate person in accordance with

the Bank’s Consumer Complaint Policy.

Ensures proper completion of proof and review functions within the branch.

• Plan routine operations and special projects under direction of operations manager
• Enforce company policies, answer coworkers' questions and train/coach/mentor new employees
• Ensure critical timelines are met, operational controls are in place and daily branch functions are completed
• Plan, assign and direct work flow
• Make recommendations for Deposit Section Head regarding hiring and terminating employees
• Build work schedules, perform corrections, and approve transactions
• Responsible for opening and closing the branch daily
• Oversaw 4 employees in branch, ensuring proper training is completed
• Ensure proper use of time clock by employees, review and approve time clock for supervised employees
• Have corrective discussion with direct employees when applicable
• Assist with monthly and quarterly proof and review in absence of Operation Manager
• Open business and consumer accounts as needed, assist with disputes, debit cards, online banking, merchant services and other customer service needs

• Identified customer needs, cross-sell and up-sell opportunities and made referrals within Branch
• Increased knowledge and skills through self-motivation, formal education, seminars and in-house training
• Accepted deposits and withdrawals from clients on business, personal and savings accounts
• Maintained position of trust and responsibility by keeping all business confidential
• Maintained accuracy in processing and handling of transactions
• Performed with accuracy and efficiency to build customer confidence and trust
• Assisted customers with online banking, debit cards and transaction disputes.

• Entered financial data in to system and processed reports
• Displayed proficiency in operation of facility's computer hardware and software systems
• Responded effectively and efficiently to guest complaints and requests
• Greeted and provided customer service to guests while anticipating needs
• Processed guest arrivals and departures while being pleasant, welcoming and professional
• Provided accurate statements and collected all payments due
• Provided training to new staff to all applicable front desk employees.
• Created an in depth step by step guide on how to complete the audit process, including troubleshooting, who to contact and how to work in contingency, for the staff to utilize and train future staff with.