Elizabeth Thomas
Branch Operations Coordinator
East Orange
Summary
Banking professional with 24 years of experience in the Financial Industry, specializing in retail branch products and customer services. Proven expertise in providing exceptional customer services to clients, while ensuring compliance with Bank policies, procedures, and federal and state rules and regulations. Ready to tackle new challenges and opportunities in a position where my skillset can cross over into other industries such as contact center services, retail/mortgage, or financial technology leveraging my extensive experience to drive growth, enhance customer satisfaction, and improve operations.
Overview
27
27
years of professional experience
Work History
Branch Operations Coordinator
M&T Bank
01.2016 - Current
- Oversee the efficient operation and administration of branch assets and resources
- Assist customers with their daily banking needs
- Effectively manage a team of up to 6 banking professional staff
- Provided and promoted an excellent follow-through and support to customers with questions and/or clarifications on their accounts and business needs, resulting in management recognition for the high quality services
- Resolve customers' issues in a timely manner and convert servicing situations into sales opportunities
- Keeping the staff up-to-date regarding pertinent changes in operational policies and procedures to ensure the delivery of accurate information and high quality services to customers
- Coaching and mentoring staff on the security of customers' information and also regarding the security of maintaining/testing alarms to keep the branch safe
- I hold weekly meetings with the Branch Manager to go over the branch activities, sales, and referrals for the need for improvements or to keep the branch on a high working level
- Verifying checks endorsement and funds availability
- Disburse cash to customers and issue receipts to customers for transactions processed to provide a record of activity
- Balance daily work, adhering to all procedures stated in the Employee Differences Policy
- Possess and maintain a thorough knowledge of ATM settlement procedures
- Order cash and coins for the branch to function on a daily work day, and prepare an outgoing shipment of cash or coins to stay within security guidelines
- Input reports for Currency Transaction Report (CTR) to provide for the Fraud department
- Ensure compliance with operational, security, and control policies/procedures, preventing fraud and protecting customer assets, and limit the bank losses
- Identify customer needs and present all appropriate options to achieve personal referral goals
- Serve as a work leader for the assigned Teller team by providing ongoing sales.
- Assisted Branch Operations Manager with ad-hoc tasks.
Head Teller/Customer Service Representative
Hudson City Savings Bank
08.1997 - 01.2016
- Assisted customers with all aspects of banking needs including, product information, processing checking and savings deposits and withdrawals, IRA contributions and distribution, the redemption of savings bonds, and issuing bank’s money orders official checks, while complying with bank procedures and regulations on cashing checks
- Recognized by management to train new -hires for teller positions
- Built strong relationships with customers and provided them with high-quality customer services
- Monitored daily branch transaction activities and fraudulent checks and information
- Reviewed Money Laundering reports and monitored customer transactions to identify suspicious activities on the FinCen
- Assist with Safe Deposit payments, managing safe deposit products for clients-open and closed accounts, and completing monthly proof of rented and available inventory.
Education
Business Certificate - Business
Drake Business School
Elizabeth, NJ06.1989
Skills
- Adaptable to Changing Conditions
- Discrepancy Resolution
- Sorting and Filing
- Cash Supply Orders
- Management of Financial Resources
- Consumer Banking
- Cashier's Checks
- ATM Balancing
- Supervising Tellers
- Teller Procedures
- Data Security and Validation
- Cash Drawer Reconciliation
Timeline
Branch Operations Coordinator
M&T Bank
01.2016 - Current
Head Teller/Customer Service Representative
Hudson City Savings Bank
08.1997 - 01.2016
Business Certificate - Business
Drake Business School
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