Felina Merrill
Newman Lake
Summary
Consumer Banking Associate with 25 years of extensive experience in sales, assistant management, financial center operations, and operational risk analysis. Proven track record of effective leadership and management that fosters stronger customer relationships, enhances operational oversight, and mitigates risks. Dedicated to delivering exceptional customer service while consistently aligning with and achieving company objectives. Results-oriented professional committed to driving growth and operational excellence in the banking sector.
Overview
26
26
years of professional experience
Work History
Market Operations Analyst
Bank of America, Eastern WA Market
WA
01.2022 - Current
- Responsible for planning and executing independent operational inspections of a multitude of tasks, procedures and processes completed by the financial centers within the assigned market
- Schedule, plan and complete Surprise Cash Counts for the locations assigned in the market and keeping in adherence to all risk guidelines
- Adapt and learn consistently to stay current in procedural and/or operational changes along with FCCA inspections
- Continuous communications with the Financial Center leaders to keep within the bank’s guidelines around Risk, Laws and Federal Rules & Regulations
- Strong partnership with all Financial Center Leaders and Teams to constantly strive towards Operational Excellence
Financial Center Assistant Manager
Bank of America, Spokane WA
Spokane, WA
11.2018 - 12.2021
- Collaborate with FCM in leading the financial center in all aspects around sales, operations, client care and compliance
- Transferred to a tier 1 financial center and independently lead the center during the FCM’s absence
- Critical thinking during problem handling and ownership of clients’ needs to equally meet customer satisfaction and bank regulations consistent with our brand
- Assist, recommend and fulfill opening products or services for clients during low staffed conditions
- Multitask between working a cash drawer, processing transactions, managing the team and assisting with difficult scenarios simultaneously in a fast-paced environment
Relationship Banker I-H
Bank of America
12.2017 - 11.2018
Customer Service Representative
Bank of America
02.2000 - 11.2018
Teller Operations Specialist
Bank of America
01.2006 - 01.2013
- Independent in analytical thinking to quickly synthesize new information, troubleshoot and assimilate solutions to problem situations while working independent of supervision
- Assist and back up Manager with Operations, Audits and other Financial Duties in a single Leader Center
- Instrumental in partnering with FC Manager to achieve back-to-back excellent audits
- Supervise, manage, and train a team of 7 plus CSR/ tellers in accordance to Bank and Federal Guidelines
Education
High School Diploma -
East Valley High School
01-1999
Skills
- Operational efficiency
- Multitasking
- Team collaboration
- Operations management
- Workflow optimization
- Data analysis
- Microsoft Teams/ Copilot
- Power Point
Accomplishments
Recipient of the 2022 Pinnacle Award
Consistent over the last 4 years listed under the Volunteer Honor Role.
Timeline
Market Operations Analyst
Bank of America, Eastern WA Market
01.2022 - Current
Financial Center Assistant Manager
Bank of America, Spokane WA
11.2018 - 12.2021
Relationship Banker I-H
Bank of America
12.2017 - 11.2018
Teller Operations Specialist
Bank of America
01.2006 - 01.2013
Customer Service Representative
Bank of America
02.2000 - 11.2018
High School Diploma -
East Valley High School