Hatice Onal
Langhorne,PA
Summary
Forward-thinking Senior Specialist equipped with advanced operational and technical knowledge of Retail Banking Proven team leader and problem-solver competent in navigating complex situations. Manages assignments, schedules and projects with organized and detail-oriented mindset. Skilled banker bringing expertise in operations and project management. Helps achieve goals by coordinating resources, schedules and team members to meet demands. Seeks every opportunity to improve operations and team performance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Sr. Specialist Relationship Manager
Santander Bank U.S
11.2021 - Current
- Established strong rapport with significant consumer and business clients to encourage long-term business
- Maintained an extremely high satisfaction level among new and existing customers
- Responsible for gathering all new account information into a spreadsheet that was submitted to management once a month
- Met with prospective customers through outbound calling efforts, teller referrals, and branch referrals
- Used a need based assessment to analyze and determine needs
- Maintained a working knowledge of complete products and services the bank provides and took initiative to contact customers with updated services and products
- Local businesses visited to establish relationships
- Created a follow up plan to revisit clients to make sure their needs were met
- Maintained awareness consistently of all surroundings to ensure that audit and security policies were being followed according to Santander's policy and federal government
- Responsible for sales and servicing bank products
- Made my sales goals
- Delivered exceptional customer experience through engagement of customers in the branch and through collaboration with business partners
- Worked with Fraud department to ensure safety to clients accounts and needs.
Lead Teller
Key Bank
10.2017 - 10.2021
- Overseeing the other teller, ensuring the teller does their job properly
- Branch scheduling and making changes as needed
- Custodian for the branch cash vault, and monetary instruments
- Process outgoing wires domestic and international
- Motivate tellers to stay positive and professional
- Handling Irate or upset customers
- Follow up calls to clients to keep them up to date with new or changed products
- Supervising the staff with strong focus on customer service and cross selling products & servicing by - leading good examples, providing feedback, coaching and identified areas of improvement
- Ability to communicate well with others and always complete the task
- Maintaining the cash drawer, balancing and auditing the cash drawers according to policy and procedures
- Adhere to internal controls, operations procedures as outlined in branch operation and risk management
- Demonstrate supervisory skills and be responsible for the branch when the manager is away
- Always provide excellent customer service by listening and understanding their needs
- Financial wellness All Star Certificate from Key Bank November 2018
Customer Service supervisor
Bucks County Bank
01.2012 - 06.2017
- Managing the beach, administering the policies and procedures of the company ensuring customer service is provided in a way that will exceed expectations
- Processing of domestic and international outgoing wire
- Opened and closed accounts
- Responsible for timesheets and staffing
- Lead work flow distribution and floor management to ensure service levels are consistently met and resolved complex escalated client concerns and disputes
- Responsible for the opening and closing of the branch
- Help with internal audits.
Leasing Operations specialist
Vanguard Leasing Inc
05.2007 - 03.2010
- Demonstrated confidence in and efficiency in all leasing operations process-set up files on leases and customers information, generate all documents for leases, review for completion and help with collections
- First line senior primary customer contact, built relationships and customer loyalty resolved complex issues
- Used databases such as D&B report, Ofac checks, credit accrees review
- Responsible for timely adverse action REg B notification letter generation
Education
GED -
LaGuardia Community Collège
Queens, NYN/A - Certificate of Customer Service Skills
Career Institute
Manhattan, NYSkills
- Team Leadership
- Risk Assessment
- Sales Strategy
- Conflict Resolution
- Problem Solving
- Training and Development
- Time Management
- Customer Relationship Management
- Customer Relations
- Analytical Thinking
Certification
- Financial wellness All Star Certificate from Key Bank November 2018
- Registered Mortgage loan officer-NMLS
- PA Notary
Languages
Turkish
Full Professional
References
References available upon request.
Timeline
Sr. Specialist Relationship Manager
Santander Bank U.S
11.2021 - Current
Lead Teller
Key Bank
10.2017 - 10.2021
Customer Service supervisor
Bucks County Bank
01.2012 - 06.2017
Leasing Operations specialist
Vanguard Leasing Inc
05.2007 - 03.2010
GED -
LaGuardia Community Collège
N/A - Certificate of Customer Service Skills
Career Institute
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