Chandana Behera

Personalized Customer Interaction: Efficient Problem Resolution: Product and Service Expertise: Strong Communication Skills: Proactive Customer Engagement:

• Expert in personal banking practices, rules, and regulations
• Detailed understanding of banking services and products
• Proficient in MS Office, banking databases and software
• NMLS Certified for Real estate loans with Wells Fargo
• Experience in Sales, Notary Services, Salesforce, Customer service, Personal and business loans
• Business stakeholder and functional expert for Wells Fargo corporate software development teams.
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
• Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.

EXPERTISE IN

• Understanding customer needs and offering tailored financial advice.
• Building trust by remembering client preferences and previous interactions.
• Creating a welcoming environment that encourages open communication.
• Quickly addressing and resolving customer issues, such as account discrepancies, card replacements, or transaction queries.
• Maintaining composure and a positive demeanor, even in challenging situations.
• Using resources and tools effectively to solve problems on the first contact.
• Having a deep knowledge of banking products like savings accounts, loans, credit services, investment options, and digital banking tools.
• Explaining complex financial concepts in an easy-to-understand manner.
• Keeping up with new offerings and policy changes to provide the most accurate information.
• Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
• Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
• Boosted sales of bank products through effective cross-selling and up-selling techniques.
• Actively listening to customers to understand their questions or concerns.
• Promoted financial products by maintaining excellent service offering knowledge.
• Communicating clearly, concisely, and professionally.
• Using non-verbal cues effectively in in-person interactions.
• Reaching out to customers to inform them of new products, offers, or important updates.
• Following up on previous inquiries to ensure satisfaction.
• Building long-term relationships by acknowledging milestones or providing value-added services.

• Lead and supervise risk and the operations of teller functions to deliver exceptional customer service and colleague experience, and ensure timely completion, quality, and compliance in teller functions
• Provide feedback and present ideas for improving customer service and colleague experience, and related performance management process and tools
• Perform operational and customer support tasks
• Provide excellent customer service, engage customers in conversations, and build relationships with them
• Manage the schedule and the daily operations of the teller line
• Make decisions and resolve issues related to daily operations of the teller line, under direction of regional banking management
• Leverage interpretation of applicable regulations, policy and procedure requirements, and audit and escalation procedures
• Support customers and employees in resolving or escalating concerns or complaints
• Collaborate and consult with branch employees, colleagues, and mid-level managers
• Interact directly with customers
• Coach, motivate, and develop a diverse team of direct reports to achieve full potential and meet established business objectives
• Manage allocation of people and financial resources for branch operations

• Primarily inputting application data collected by Loan Officer into the system and ensure data accuracy
• Review complex files, identify issues, and determine solutions prior to submission for processing
• Preparing or assisting with loan documentation
• Review loan application package for completeness and accuracy, possible fraud and/or inconsistencies
• Ensures properly executed loan documentation in conformance with legal, regulatory and bank policy standards
• Ensures complete and accurate file submissions to processing
• Maintain strong knowledge of State/Federal regulations to maintain loan file compliance
• Work effectively under specific time constraints
• Work independently and as a team
• Perform other duties as assigned
• Responsibilities: overseeing daily operations, managing staff, ensuring compliance with banking regulations, and providing exceptional customer service
• Also responsible for analyzing financial data, identifying trends, and developing strategies to improve the bank's performance
• Implemented new procedures and technologies that improved efficiency and streamlined operations
• Successfully led a team to exceed sales goals while maintaining excellent customer satisfaction scores
• Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
• Assessed data and information to verify entry, calculation, and billing code accuracy.