Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
References
Timeline
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Faith-Ann Lorenzana

Milwaukee,WI

Summary

Senior Retail Relationship Banker specializing in small business support. Demonstrates high productivity and extensive product knowledge while adhering to all directives and procedures. Proven track record in cultivating customer relationships that enhance loyalty, retention, and referrals.

Overview

23
23
years of professional experience

Work History

Senior Retail Relationship Banker

BMO Bank
Milwaukee, WI
12.2021 - Current
  • Cultivated strong relationships with retail and business clients, identifying opportunities through Centers of Influence (COIs).
  • Developed 'Meeting in a Box' initiative to enhance marketing tools for small business owners.
  • Attended outreach events to prospect clients and foster community engagement.
  • Conducted comprehensive MFC conversations to understand client needs and provide tailored solutions.
  • Achieved high CE scores and maintained strong balanced scorecard performance across metrics.
  • Recognized as 2025 Q1 top performer for exceeding performance goals across multiple areas.
  • Provided training to new employees on retail banking operations and compliance standards.
  • Identified and resolved complex client service issues, ensuring exceptional customer satisfaction.

Retail Relationship Banker

BMO Bank
Milwaukee, WI
06.2018 - 12.2021
  • Promoted financial literacy initiatives through active participation in community outreach programs.
  • Ensured accurate cash drawer operations with successful end-of-day balancing.
  • Developed strong customer relationships via regular follow-up calls and personalized service.
  • Resolved client inquiries and complaints to deliver exceptional customer service.
  • Maintained updated knowledge of banking products, services, and regulatory requirements.
  • Trained new employees on retail banking operations and best practices.
  • Achieved high balanced scorecard results across all performance metrics consistently.
  • Identified complex client service issues and implemented solutions to enhance customer satisfaction.

Senior Customer Service Representative

BMO Bank
Milwaukee, WI
07.2007 - 06.2018
  • Operated business window and cash vault to manage daily cash flow efficiently.
  • Built client trust through active listening and tailored financial solutions.
  • Maintained compliance with bank directives and fraud prevention protocols.
  • Recognized consistently as top performer in referral generation metrics.
  • Trained and onboarded new hires to enhance team capabilities.
  • Managed incoming customer calls while delivering exceptional service.
  • Handled challenging situations with tact, diplomacy, and professionalism.

Teller Supervisor

US Bank NA
Milwaukee, WI
06.2002 - 05.2007
  • Supervised a team of 10 tellers, overseeing vault operations and business window transactions.
  • Processed applications for accounts, loans, and credit cards with accuracy and attention to customer satisfaction.
  • Coordinated branch schedules and ensured readiness for internal audits.
  • Represented bank at local events, leading community outreach efforts to attract new clients.
  • Consistently achieved top teller awards each quarter and received Teller of the Year title.

Education

High School Diploma -

Alexander Hamilton High School
Milwaukee
06-2000

UW-Milwaukee
Milwaukee, WI

Skills

  • Community outreach and engagement
  • Relationship management
  • Financial planning
  • Tailored financial solutions
  • Customer service
  • Training and onboarding

Affiliations

  • BMO Latino Alliance-Wisconsin Chapter : Communications Chair 2024-present
  • Active Member in Multiple ERGs including Women's Alliance, Latino Alliance, Black Professionals Network, BMO Pride, GenBMO, and BMO Parents
  • Small business owner - Founder of Vivid Dreamz LLC - a resin art business . Participate in multiple vending events each month
  • Volunteer - Milwaukee Christian Center, Ridge Community Church, food pantries, UCC, UMOS, and more
  • Member - Hispanic Professionals of Greater Milwaukee

Accomplishments

  • Achieved Accomplished in yearly performance reviews for multiple years with balanced scorecards and diversity of referrals and products opened.
  • Recently recognized as a Q1 Top Performer in my market
  • Mentor for new hires in my market

References

References available upon request.

Timeline

Senior Retail Relationship Banker

BMO Bank
12.2021 - Current

Retail Relationship Banker

BMO Bank
06.2018 - 12.2021

Senior Customer Service Representative

BMO Bank
07.2007 - 06.2018

Teller Supervisor

US Bank NA
06.2002 - 05.2007

High School Diploma -

Alexander Hamilton High School

UW-Milwaukee

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