Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Additional Information
Timeline
Generic

Gerta Malja Papa

Boston,MASSACHUSETTS

Summary

Accomplished Senior Relationship Banker with a proven track record at Santander Bank, N.A., specializing in wealth management and portfolio management. Expert in leveraging customer service skills to achieve high client satisfaction and retention. Fluent in multiple languages, including Italian and Spanish, enhancing client relations and cross-selling success. Demonstrated ability to lead teams and exceed sales targets through strategic financial planning and persuasive communication. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior Relationship Banker

Santander Bank, N.A.
03.2023 - Current
  • Increased cross-selling opportunities through identifying clients'' needs and recommending appropriate banking products.
  • Resolved complex customer issues, resulting in increased trust and loyalty among clients.
  • Supervised daily branch operations to ensure efficiency, compliance, and a positive customer experience.
  • Provided support during audits by ensuring accurate documentation was maintained for all client interactions.
  • Managed a portfolio of high-value clients, ensuring their satisfaction and retention.
  • Mentored junior Relationship Bankers, sharing best practices for success in the role.
  • Collaborated with branch team members to achieve sales targets and improve overall performance.
  • Handled escalated complaints from dissatisfied customers professionally while finding mutually beneficial resolutions.
  • Developed strong rapport with local businesses, positioning the bank as a preferred partner for commercial banking services.
  • Maintained in-depth product and service knowledge for well-informed customer advice.
  • Delivered informative presentations at community events, promoting brand awareness while educating audiences on personal finance topics.

Relationship Banker

Santander Bank, N.A.
11.2021 - 03.2023
  • Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
  • Strengthened client relationships by providing personalized banking solutions and excellent customer service.
  • Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
  • Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.
  • Expanded client base through effective networking and referral generation, leading to increased business opportunities.
  • Increased cross-selling success by proactively identifying client needs and suggesting appropriate financial solutions.
  • Resolved customer complaints and disputes to maintain satisfaction and loyalty.
  • Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
  • Collaborated with branch team members to improve overall performance and achieve sales targets consistently.
  • Cultivated strong customer relationships by providing tailored advice and services.
  • Analyzed customers' financial information to deliver personalized account guidance.


Treasury Operations Department Specialist

National Commercial Bank BKT
02.2015 - 08.2017
  • Managed daily treasury operations, ensuring timely settlements and compliance with regulations, enhancing operational efficiency.
  • Collaborated with cross-functional teams to streamline processes, resulting in measurable improvements in transaction accuracy.
  • Analyzed market trends to provide strategic insights, contributing to informed decision-making and risk mitigation.
  • Implemented new reporting systems, improving data accuracy and accessibility for stakeholders.
  • Resolved complex discrepancies, reducing errors and enhancing overall department performance.
  • Attended regular training sessions to keep updated on trends, competitive markets and ways to improve brand recognition.

Intern at the Finance Department

Ministry Of Foreign Affairs
11.2014 - 02.2015
  • Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
  • Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
  • Sorted and organized files, spreadsheets, and reports.
  • Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
  • Assisted in budget analysis and financial reporting, enhancing accuracy and efficiency.
  • Collaborated with senior analysts to streamline financial processes, improving workflow.
  • Conducted data entry and verification, ensuring precise financial records.
  • Supported the preparation of financial statements, contributing to informed decision-making.
  • Enhanced data integrity through meticulous verification, aiding accurate financial analysis.
  • Aided in the meticulous preparation of fiscal statements, enhancing strategic financial planning.

Teller/ Personal Banker

Edgartown National Bank
06.2014 - 09.2014
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
  • Processed customer transactions promptly, minimizing wait times.
  • Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.

Education

Bachelor of Arts - Business Administration Minor

American University in Bulgaria
Bulgaria

Bachelor of Arts - Economics Major

American University in Bulgaria
Bulgaria

Associate of Science - Computer Information Systems AA

Bunker Hill Community College
Boston, MA

Professional English

Boston International Academy
Professional English

Skills

  • Cash Flow analysis
  • Loan Origination
  • Portfolio Management
  • Wealth Management
  • Cross-selling techniques
  • Investment Advisory
  • Customer Service-Oriented
  • Relationship building and management
  • Policy development and implementation
  • Project Management
  • Financial Services
  • Recordkeeping requirements
  • Sales expertise
  • Persuasive communication style
  • Financial Planning
  • Honest and Dependable
  • Reliable and Responsible
  • Attention to Detail
  • Team Cooperation
  • Exceptional customer service
  • Decision-Making
  • Compliance, banking laws, and regulations
  • Analytical Thinking
  • Balance Verification and Reconciliation
  • Data Security and Validation
  • Regulatory Compliance
  • Commercial Lending

Accomplishments

    Top Performer Q2

Certification

Financial Licenses


Languages

Albanian
Native or Bilingual
Italian
Full Professional
Spanish
Full Professional
French
Professional Working

Additional Information

Diversity & Inclusion Santander Bank N.A.

Member of EmpowHer Group

Timeline

Senior Relationship Banker

Santander Bank, N.A.
03.2023 - Current

Relationship Banker

Santander Bank, N.A.
11.2021 - 03.2023

Treasury Operations Department Specialist

National Commercial Bank BKT
02.2015 - 08.2017

Intern at the Finance Department

Ministry Of Foreign Affairs
11.2014 - 02.2015

Teller/ Personal Banker

Edgartown National Bank
06.2014 - 09.2014

Bachelor of Arts - Business Administration Minor

American University in Bulgaria

Bachelor of Arts - Economics Major

American University in Bulgaria

Associate of Science - Computer Information Systems AA

Bunker Hill Community College

Professional English

Boston International Academy

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Gerta Malja Papa