George Loza
Chula Vista,CA
Summary
Motivated retail branch manager with a passion for delivering exceptional customer service and surpassing expectations. Professional leader that inspires staff loyalty through strong leadership and effective communication skills. Proactive individual with strong background in banking through customer service, team, and sales management.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Branch Manager II
BluPeak Credit Union
07.2021 - Current
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Promoted world-class customer service and responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Facilitated customer satisfaction through personal communication and frequent follow-ups.
- Trained and developed new and current team members in alignment with branch service standards and objectives.
- Coached and developed branch staff by offering constructive feedback and tailoring it to each individual.
- Responsible for implementing process innovations and updates, and support branch staff through the training and its implementations.
- Monitored daily branch activities, diligently identifying areas requiring improvement and/or corrective action to maintain operational excellence.
- Certify branch operations, troubleshoot and resolve any operational issues on a daily, monthly, quarterly, and annual basis.
- Responsible for general ledger reconciliations for the branch
- Managed risk effectively through strict adherence to compliance guidelines, minimizing financial losses due to fraud or errors in transactions.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to policies and regulations.
- Built rapport with members by reaching out with product recommendations and account updates.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting products and services.
- Coordinated staff schedules, maintaining ideal staffing levels during peak days for improved customer experience.
Senior Relationship Banker
Union Bank
04.2017 - 05.2021
- Increased cross-selling opportunities through identifying clients' needs and recommending appropriate banking products.
- Managed a portfolio of high-value clients, ensuring their satisfaction and retention.
- Conducted account servicing and transacting across consumer and small business platforms.
- Resolved complex customer issues, resulting in increased trust and loyalty among clients.
- Cultivated a culture of exceedingly high-level customer service.
- Collaborated with branch team members to achieve sales targets and improve overall branch performance.
- Met or exceeded sales goals by utilizing 'Needs-Based' assessments during client interactions and promoting bank products.
- Strong expertise and focus on small business needs, such as business lending, merchant processing, payroll needs, and cash management tools.
- Helped consumer clients find financial successes through banking services and products, including digital banking services, lending solutions, and investment referrals.
- Promoted investment services platform on the capacity of a Licensed Representative, through general information of what investments could mean for them and referring these clients to Union Banc Investment Services.
- Leveraged and promoted strong partnerships with bank residential lending partners for mortgages and home equity financing.
- Attended local networking events to establish community relationships with San Diego businesses to generate potential new clients and new opportunities.
- Strong experience and well-versed across bank operations and controls, leading to prevention of bank losses and successful risk management.
- Actively coached less-experienced team members in bank procedures, compliance standards, and performance strategies.
Licensed Personal Banker
Wells Fargo
09.2012 - 03.2017
- Helped clients succeed financially by identifying their financial needs and recommending solutions.
- Continuously improved knowledge of financial products and services through ongoing training, constant awareness of market trends and changes in regulations.
- Contributed to branch sales goals by proactively identifying opportunities for cross-selling and upselling banking products and services.
- Exceeded performance metrics consistently throughout tenure as Licensed Personal Banker through quality work and commitment to customer satisfaction.
- Increased customer satisfaction by swiftly addressing concerns, inquiries, and providing personalized banking solutions.
- Built strong rapport with new and existing clients to serve their financial needs and promote bank loyalty.
- Focused on affluent clients with more complex financial needs.
- Strong partnership with mortgage loan officers for mortgage referrals, as well as personally driving Home Equity Line of Credit production.
- Through partnering with business banker, and business partners, would consistently generate business lending production and referrals.
- As a Licensed Banker, having Series 6 & 63, and CA Life Insurance licenses, actively drove investment referrals and production through Wells Fargo Advisors.
- Helped maintain effective branch operations and risk management.
Education
San Diego Mesa College
San Diego, CAHigh School Diploma -
Hilltop High School
Chula Vista, CA05.2006
Skills
- Customer Service
- Relationship building and management
- Coaching and Mentoring
- Quick thinker & decision-maker
- Branch Operations Management
- Microsoft Office proficient
- California Notary Public-currently active
- Financial Product Sales
- Investment Guidance
- Cash Handling
- Excellent work ethic
Certification
- CNP - Certified Notary Public
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Assistant Branch Manager II
BluPeak Credit Union
07.2021 - Current
Senior Relationship Banker
Union Bank
04.2017 - 05.2021
Licensed Personal Banker
Wells Fargo
09.2012 - 03.2017
San Diego Mesa College
High School Diploma -
Hilltop High School
Similar Profiles
Thomas TorresThomas Torres
Loan Call Center Relationship Officer at BluPeak Credit UnionLoan Call Center Relationship Officer at BluPeak Credit Union
Savannah GalendezSavannah Galendez
Customer Service Representative at BluPeak Credit UnionCustomer Service Representative at BluPeak Credit Union
Karencathleen Gonzalez-AguilarKarencathleen Gonzalez-Aguilar
Member Service Representative at North Island Credit Union. This Credit UnionMember Service Representative at North Island Credit Union. This Credit Union