CELINA CASTANEDA

Detect, prevent, and investigate fraudulent activities utilizing programs as well as other efforts crafted within the Card Loss Prevention Department. This involved analyzing financial data, monitoring transactions, customer behavior and identifying suspicious patterns to mitigate risk and protect the customer along with PNC Bank from financial losses and reputational damage.

• Acquire and deepen the branch customer base through a variety of proactive sales and service activities. Manage the customer experience by identifying opportunities to improve the customer's financial wellbeing. Collaborate with ecosystem partners to grow customer's banking relationship. Apply product and procedural knowledge to identify, mitigate and solve customer problems effectively to drive customer loyalty.

• Managed risk through adherence to all policies and procedures, demonstrated sound judgment within established limits. Demonstrated a heightened scrutiny to identify and avoid loss. Participated in branch daily operations, ensuring they are completed in an efficient and accurate manner. Coached, mentored and led tellers by example to deliver a unique customer experience aimed at improving customer financial wellbeing and creating loyalty while increasing banking relationship. Processed a variety of customer interactions and banking transactions. Educated customers on alternatives available for their financial needs. Identified banking opportunities during the customer interaction and referred as appropriate.

• Performed lobby engagement activities to connect with customers and position bank products to meet their needs. Educated customers on options for managing financial transactions by leveraging technology, tools and resources. Ensured teller and branch daily operations and maintenance transactions are completed in an efficient and accurate manner. Traveled within the BBVA Mid Cities district to assist several branches as a hybrid teller when short staffed.

• Identified opportunities through meaningful conversations with customers, making appropriate referrals to branch staff and partners while conducting customers’ financial transactions in an accurate and timely manner.

• Coached and ensured the delivery of a differentiated customer experience. Coached team to confidently engage with customers, providing solutions and advice that improves client financial well-being. Lead effective problem resolution, making banking easy for customers. Participated in branch opening and closing procedures. Responsible for reviewing daily reports as well as complete banking compliance activities in a timely manner.

• Maintaining and balancing cash drawers and reconciling discrepancies. Respond to customer requests and inquiries, make recommendations about bank products and services. Keep track of bank records and financial information. Assisted customers in processing financial transactions.