Erin Mitchell
Cumberland
Summary
Branch Operations Leader with 10+ years of experience in retail banking, specializing in compliance, audit readiness, and operational efficiency. Proven ability to oversee daily branch operations, mitigate risk, and ensure adherence to policies and regulatory requirements while maintaining a high level of customer service. Effective leader who develops teams, supports performance growth, and contributes to overall branch success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Branch Operations Lead
Chase Bank
Providence
01.2022 - Current
- Lead daily branch operations, ensuring compliance with internal controls, audit standards, and regulatory requirements while maintaining operational integrity
- Supervise and coach frontline staff, conducting performance assessments and providing ongoing development to improve service quality and productivity
- Oversee cash management functions including vault control, drawer audits, and balancing procedures to ensure accuracy and minimize risk
- Partner with branch leadership to implement process improvements that enhance efficiency, reduce errors, and strengthen overall branch performance
- Manage teller line operations, ensuring consistent delivery of accurate, compliant, and high-quality customer transactions
- Build and maintain strong client relationships by identifying financial needs and recommending appropriate banking products and services
- Support risk management initiatives by identifying potential fraud or operational issues and escalating appropriately in accordance with policy
- Train and onboard new employees on systems, procedures, and compliance standards, improving team readiness and performance
- Act as Manager-on-Duty in absence of branch leadership, maintaining full operational oversight and decision-making responsibility
- Contribute to branch sales and service goals by aligning team performance with key metrics and driving customer engagement strategies
SR. UNIVERSAL BANKER
WEBSTER BANK
07.2017 - 12.2021
- Delivered exceptional customer service while managing high-volume banking transactions with accuracy and efficiency
- Consistently exceeded sales goals, achieving over 150% of annual targets and earning Top Performer recognition multiple quarters
- Built strong client relationships by identifying financial needs and recommending appropriate banking products and services
- Supported branch operations including cash handling, balancing, and adherence to internal controls and compliance standards
- Assisted customers with account servicing, lending applications, and digital banking solutions to enhance overall experience
- Collaborated with business partners (Mortgage, Business Banking, Investments) to provide comprehensive financial solutions
- Identified and escalated potential fraud and risk concerns in alignment with bank policies and procedures
- Utilized Salesforce to manage customer interactions, track opportunities, and support sales pipeline development
SR. UNIVERSAL BANKER
CITIZENS BANK
07.2010 - 12.2016
- Ranked within the top five bankers in the region for the past two consecutive years, as well as ranked first in the region for the fourth quarter of 2015 for generating the most lending revenue.
- Received a Credo Award for a five-star customer service rating for twelve consecutive months by providing exceptional customer service to new and existing clients.
- Successfully and regularly makes referrals and contributes to the appointment setting process for the branch, Citizens Investment Services, Business Banking Officers, and Mortgage Originators.
- Adheres, follows, and applies all regulatory and bank requirements pertaining to teller and banker transactions.
- Dual responsibilities and flexibility in meeting a variety of customer needs with a focus on building relationships consisting of, both new and existing customers by understanding their financial objectives to recommend and open the appropriate retail and investment products.
- Communicates and works with multiple departments within the company daily to complete requests with urgency in fulfilling all customers' needs and requests.
- Contributes to team performance; cooperates with others and builds collaborative relationships with branch colleagues and partners.
- Serves as a coach and resource to less experienced employees and serves as the branch leader in the absence of the manager.
Education
Science - BIOTECHNOLOGY, ARTS DEGREE
Community College of Rhode Island
Lincoln, RI01-2009
Associate of Applied Arts - General Studies
Community College of Rhode Island
Lincoln, RI01-2009
HIGH SCHOOL DIPLOMA -
CUMBERLAND HIGH SCHOOL
01-2007
Skills
- Branch Operations Management
- Risk Management & Regulatory Compliance
- Audit & Internal Controls
- Cash Handling & Vault Oversight
- Staff Leadership & Performance Coaching
- Customer Relationship Management & Retention
- Sales & Service Strategy Execution
- Process Improvement & Operational Efficiency
- Conflict Resolution & Problem Solving
- Salesforce & CRM Systems
Certification
Rhode Island Notary Public
Timeline
Branch Operations Lead
Chase Bank
01.2022 - Current
SR. UNIVERSAL BANKER
WEBSTER BANK
07.2017 - 12.2021
SR. UNIVERSAL BANKER
CITIZENS BANK
07.2010 - 12.2016
Science - BIOTECHNOLOGY, ARTS DEGREE
Community College of Rhode Island
Associate of Applied Arts - General Studies
Community College of Rhode Island
HIGH SCHOOL DIPLOMA -
CUMBERLAND HIGH SCHOOL