Elizabeth Santoro
Albuquerque,NM
Summary
I am a highly motivated and organized individual with experience in financial services and customer service. I have an ability to identify opportunities to cross-sell products, handle customer inquiries, identify customer needs, and provide financial solutions. I am an expert in verifying transactions, balancing cash drawers, and communicating effectively with customers, coworkers, and management. I also have extensive experience in opening new financial products including consumer, commercial, fiduciary, trust, IRA, and consumer loan account types.
Overview
6
6
years of professional experience
Work History
Teller/ Financial Service Consultant 2
Sandia Laboratory Federal Credit Union
07.2024 - Current
- Mentoring junior tellers, fostering professional growth and improved performance within the team.
- Serve as an essential resource for colleagues seeking guidance on policy interpretations or procedural clarifications.
- Provide check deposit approvals above FSC 1 limits
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Continue to assist customers with setting up or closing accounts, completing loan applications, and signing up for new services. This includes consumer,commercial,fiduciary, trust, IRA, and safety deposit box account types.
- Notarial services
- Leveraged advanced knowledge of products/services to deliver custom presentations that effectively addressed unique client needs.
- Enhanced client retention with proactive follow-ups and timely resolution of account issues.
- Help train/shadow fellow financial service consultants on new account policies/procedures for all account types.
- Continue to meet or exceed set targets and goals by upper management.
- Support branch management in conducting audits,including the TCR and individual cash drawers
- Continue to assist with all Teller/FSC operations and functions.
Teller/ Financial Service Consultant 1
Sandia Laboratory Federal Credit Union
08.2023 - 07.2024
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted members with deposits,withdrawals, check cashing, check disbursements,money orders,cash advances, loan payments and other general inquiries/transactions
- Executed wire transfers, stop payments, disputes and account transfers.
- Responded promptly to emails or phone calls from members regarding account inquiries or concerns.
- Maintained compliance with all federal regulations and bank policies.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Prevented losses by identifying suspicious activities and escalating concerns according to bank policies and procedures.
- Performed notarial acts/services as a Notary Public
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services. This included consumer,commercial,fiduciary, trust, IRA, and safety deposit box account types.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Consistently met goals and targets set by upper management monthly
- Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
- Verified incoming cash shipments.
- Assisted with buying and selling to the vault
- Assisted in end of day procedures which included counting the vault, instant debit card issue reconciliation, closing/balancing the coin machine, balancing the TCR, and other miscellaneous duties.
- Executed opening procedures, including driving around the building and ATM to check for security threats, turning on machines, opening the vault door, ensuring the TCR was fully stocked for the day, and other miscellaneous duties to ensure smooth daily operation.
Lead Personal Banker
FirstBank
05.2023 - 07.2023
- Fostered a team environment by encouraging collaboration among colleagues
- Coached junior staff on proper procedures for handling customer requests and transactions
- Possessed strong product knowledge of banking services to assist customers in making informed decisions
- Demonstrated strong leadership skills by training new employees on bank policies and procedures
- Consistently exceeded sales targets set by upper management each month
- Ensured accuracy of all documentation prior to submission for review
- Reviewed and completed all reports for the branch in a timely fashion
- Opened/closed safe boxes, consumer, commercial, trust and IRA accounts
- Prepared/presented monthly meeting points and information
- Approved cashiers checks, withdrawals, and cashed checks for junior employees
- Continued to assist with teller operations/functions.
Senior Personal Banker
FirstBank
07.2022 - 05.2023
- Trained new and existing employees on banking and new account processes and procedures
- Cross sold products to new and existing customers at a higher threshold than a personal banker
- Opened consumer and commercial accounts
- Assisted with charging off accounts/seizure of funds
- Closed overdrawn accounts and sent letters in compliance with bank policies, procedures and timeframes
- Printed off and completed/reviewed reports in a rotating schedule
- Approved withdrawals, cashiers checks, and cashed checks above certain limits for fellow employees
- Continued to help with all teller functions and responsibilities as needed.
Personal Banker
FirstBank
11.2021 - 07.2022
- Educated customers on how to use banking products, services, and other financial solutions
- Monitored banking regulations and maintained compliance with all banking and financial policies
- Identified cross-selling opportunities and recommended banking products and services to customers
- Performed daily balancing of cash drawer as well as ATM and Vault Balancing
- Promoted new products and services to clients by providing detailed explanations of features and benefits
- Helped new and existing clients open personal accounts, safe boxes, performed notary services and resolve issues related to ATM machines and online banking
- Balanced cash items and ATM reconciliations
- Processed deposits, withdrawals, transfers, payments, check cashing, wires and other transactions accurately and efficiently
- Participated in branch sales meetings and training sessions to stay informed of new banking products and services
- Examined cash carefully to guard against acceptance of counterfeit checks and identification
- Responded promptly to emails or phone calls from customers regarding account inquiries or concerns
- Maintained knowledge of bank products, services, policies, procedures, and regulations
- Escorted customer to safe boxes, following proper procedures and identification guidelines
- Continued to assist with all teller platforms, responsibilities, and duties.
Teller
FirstBank
10.2021 - 11.2021
- Greeted customers with professionalism and friendly and courteous demeanor
- Balanced cash drawer and maintained full accountability for assigned cash on hand
- Processed loan payments, credit card payments, and other monetary transactions accurately
- Verified the accuracy of customer account information prior to processing transactions
- Updated account information for customers when requested, including address changes or name modifications
- Assisted customers with deposits, withdrawals, and check cashing services in a friendly and efficient manner
- Handled incoming calls from customers regarding their accounts or inquiries about bank policies in a courteous and professional manner
- Adhered strictly to all federal regulations related to anti-money laundering laws
- Contributed to fraud detection support, documenting suspicious activity and reporting flagged transactions
- Completed CTR's and Suspicious incident reports as needed.
Shift Manager
Arby's
07.2020 - 07.2021
- Addressed customer complaints and resolved conflicts
- Established and maintained positive and professional employee relationships
- Balanced cash drawers and resolved financial discrepancies using receipts and financial documents
- Promoted store specials and limited-time offers to customers
- Tracked employee progress and implemented corrective actions to minimize mistakes and promote growth
- Maintained knowledge of store products and services to make recommendations to customers
- Trained and supervised new staff members
- Tracked employee performance metrics and provided feedback for further development
- Monitored inventory levels and placed orders when necessary, ensuring stock availability at all times
- Provided guidance and support to shift teams, ensuring all tasks were completed on time and efficiently
- Ensured compliance with food safety regulations and quality standards
- Excelled in every store position and regularly backed up front-line staff to keep expertise fresh and relevant.
Crew Member
Arby's
07.2018 - 07.2020
- Adhered to company standards and compliance requirements for operations and cleanliness of all areas
- Utilized interpersonal communication skills to enhance customer experience and add value to each interaction
- Exercised composure under pressure and in escalated customer service scenarios
- Collaborated with team members to complete orders
- Supported great dining and meal experiences for guests
- Prepared and cooked food orders for customers by noting customizations and portion sizes
- Kept food preparation area, equipment and utensils clean and sanitary
- Worked well with teammates and accepted coaching from management team
- Performed cashier duties such as accepting payments, issuing change, and counting money back to customers
- Completed all store opening and closing procedures.
Education
Completed Coursework Towards Electrical Engineering -
Front Range Community College
Longmont, COHigh School Diploma -
Eagle Ridge Academy
Brighton, COSkills
- Team Development
- Training And Mentoring
- Accurate Money Handling
- Team Leadership
- Opening And Closing Procedures
- Multitasking Abilities
- Opening/Closing Accounts
- Teller Balancing/Recons
- Wires
- Deposits, Withdrawals, Check Cashing
- Safe Deposit Box
- Notary Services
- Loan Applications
- Consultative sales
References
- Andy Mills, Previous Supervisor at SLFCU,(505) 715-3297
- Brandon Archuleta, Teller/ FSC 3 SLFCU,(505) 385-7293
- Edgar Acosta, Teller/FSC 3 SLFCU, (505) 688-0505
- Mateo Chinn, Teller/FSC 1 SLFCU, (505) 261-1754
Timeline
Teller/ Financial Service Consultant 2
Sandia Laboratory Federal Credit Union
07.2024 - Current
Teller/ Financial Service Consultant 1
Sandia Laboratory Federal Credit Union
08.2023 - 07.2024
Lead Personal Banker
FirstBank
05.2023 - 07.2023
Senior Personal Banker
FirstBank
07.2022 - 05.2023
Personal Banker
FirstBank
11.2021 - 07.2022
Teller
FirstBank
10.2021 - 11.2021
Shift Manager
Arby's
07.2020 - 07.2021
Crew Member
Arby's
07.2018 - 07.2020
Completed Coursework Towards Electrical Engineering -
Front Range Community College
High School Diploma -
Eagle Ridge Academy
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