Frankie DIAZ Ii
Monterey,CA
Summary
Dedicated banking professional with 17+ years of providing exceptional customer service and handling financial transactions. Skilled in developing and maintaining long-lasting client relationships, resulting in increased client retention and revenue growth. Well-versed in identifying customer needs and providing/delivering tailored/customized solutions exceeding client expectations.
2009 Market President's Honoree Hero Award
2010 Market President's Honoree
2011 Market President's Honoree
Moments That Matter Honoree
Overview
18
18
years of professional experience
Work History
CLIENT RELATIONSHIP CONSULTANT NMLS 4
US Bank NA
01.2024 - Current
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Assistant Branch Manager
Union Bank
04.2018 - 01.2024
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
- Managed risk effectively through strict adherence to compliance guidelines, minimizing financial losses due to fraud or errors in transactions.
- Collaborated with other departments within the bank to resolve complex issues efficiently, ensuring seamless service delivery to customers.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
- Managed branch budget effectively by controlling expenses and optimizing resource allocation for maximum profitability.
- Developed strong relationships with key clients, contributing to significant growth in business revenue.
Branch Customer Service Officer
Union Bank
10.2014 - 04.2018
- Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
- Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.
- Managed branch vault and cash supply to keep appropriate level of currency on hand.
- Trained staff in bank policies, procedures, products, operations and successful sales strategies.
- Organized schedules to adequately cover routine business demands as well as special periods of high demand.
- Conducted regular audits for compliance with banking regulations, ensuring continuous adherence to established policies and procedures.
- Managed teller line operations, ensuring accurate cash handling procedures were followed at all times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Representative
Union Bank of California
04.2007 - 10.2014
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Handled cash with high accuracy and took care to check bills for fraud.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Worked flexible schedule and extra shifts to meet business needs.
Education
HISTORY
College of The Sequoias
Visalia, CA01-2004
High School Diploma -
MT. WHITNEY HIGH SCHOOL
Visalia06-2003
Skills
- Problem-solving
- Attention to detail
- Team leadership & development
- Client relationships
- Integrity and honesty
- Time management
- Quality assurance
- Staff management
- Decision-making
- Risk assessment
- Excellent communication
- Active listening
- Budget management
- Training and development
- Team collaboration
- Client rapport
- Medallion Signature Guarantee
Languages
English
Native or Bilingual
Timeline
CLIENT RELATIONSHIP CONSULTANT NMLS 4
US Bank NA
01.2024 - Current
Assistant Branch Manager
Union Bank
04.2018 - 01.2024
Branch Customer Service Officer
Union Bank
10.2014 - 04.2018
Customer Service Representative
Union Bank of California
04.2007 - 10.2014
HISTORY
College of The Sequoias
High School Diploma -
MT. WHITNEY HIGH SCHOOL
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