Hatice Onal
Langhorne,PA
Summary
Experienced banking professional with a strong record in relationship management, cross-selling, and client retention. Skilled in needs-based financial conversations, consumer lending, and building trust with customers to support sales growth and service quality.
Overview
1
1
Language
1
1
Certification
21
21
years of professional experience
Work History
Sr. Relationship Banker
Santander Bank Us
Yardley, Pennsylvania
11.2021 - Current
- Supported Santander Bank customers with checking, savings, and lending options.
- Built client rapport through needs-based financial discussions.
- Processed consumer loan requests and guided clients through application steps.
- Maintained up-to-date knowledge of regulations related to banking operations.
- Collaborated with internal teams on projects aimed at improving customer experience.
- Monitored client accounts for suspicious activity or fraudulent transactions.
- Participated in weekly sales meetings to discuss progress toward goals, challenges faced.
- Prepared regular reports detailing performance metrics against established targets.
- Attended industry events to promote the bank's services and build relationships with potential partners and clients.
- Researched and responded to customer inquiries regarding banking products and services.
- Assisted with the development of marketing materials for various banking products and services.
- Established new accounts for corporate and retail customers in compliance with bank policies and procedures.
- Provided advice on financial services, such as investments and insurance, to existing customers.
- Conducted financial reviews with clients to identify their current and future needs.
- Analyzed loan applications to determine creditworthiness of prospective customers.
- Coordinated with other departments to ensure timely processing of customer transactions.
- Educated customers on managing financial transactions, utilizing technology and available resources effectively.
- Modified customer accounts to align with client requests and banking policies.
- Suggested strategies for enhancing banking operations and product offerings.
- Integrated marketing promotions and programs into conversations to educate and inform customers.
- Trained and mentored new associates, streamlining their onboarding process.
- Utilized CRM tools to track client interactions, preferences, and feedback to improve service delivery.
- Developed and maintained a portfolio of high-value clients, achieving high levels of client satisfaction and retention.
- Maintained an in-depth knowledge of banking products, services, and regulatory requirements.
- Delivered exceptional customer service, resolving inquiries and issues promptly to ensure client satisfaction.
- Built positive and productive customer connections to drive consistent sales.
- Cultivated relationships with customers, generating sales opportunities and enhancing customer engagement.
- Analyzed customer requirements and recommended efficient investment products.
- Discussed ideas and strategies to improve operational efficiency, adding value, and aiding business performance for continuous improvement.
- Monitored market trends, competitor strategies, and market suppliers to evaluate opportunities to reduce costs.
- Applied strict company and regulatory standards when producing contracts and documentation.
- Bought or sold stocks, bonds and commodity futures on behalf of investment dealers.
- Developed excellent rapport with custom builders to expand opportunities for growth.
Lead/Head Teller
Key Bnak
Doylestown, Pennsylvania
10.2017 - 10.2021
- Supervised teller team, enhancing service standards and ensuring transaction accuracy.
- Trained new tellers on KeyBank systems, cash handling, and service routines.
- Led teller desk operations in KeyBank branch, balancing daily cash drawers.
- Processed deposits, withdrawals, payments, and cashier's checks for customers.
- Oversaw access to main vault and monitored inventory to maintain security and compliance.
- Monitored cash supplies, ordered currency, and secured branch vault procedures.
- Verified transactions, signatures, and identification for compliance with banking policies.
- Monitored vault cash levels and ordered currency from the Federal Reserve Bank as needed.
- Scheduled teller coverage and coordinated workflow during peak customer periods.
- Maintained confidentiality of customer accounts by adhering to security procedures.
- Served a large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Maintained optimal financial controls by securing funds and making accurate transactions.
- Assisted customers in setting up online banking accounts for secure access to their funds.
- Provided customer service by responding to inquiries and resolving complaints.
- Reconciled daily transactions with the general ledger system using specialized software programs.
- Ensured proper handling of cash drawer limits according to bank policy.
- Completed monthly audits and managed overdraft reports.
- Handled daily team scheduling and properly staffed shifts.
- Conducted periodic audits of branch operations to ensure compliance with established policies.
- Researched discrepancies between customer balances and bank records for resolution.
- Identified customer needs and provided appropriate banking services.
- Verified amounts and integrity of every check or funds transfer.
- Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Took on additional shifts during busy periods to minimize staffing shortages.
- Worked closely with branch managers on marketing initiatives designed to increase sales volume.
- Reduced errors by double checking transactions.
- Promoted bank products and services during customer interactions, consistently meeting or exceeding sales goals.
- Resolved customer complaints and inquiries, providing exceptional service and retaining client loyalty.
- Supervised and trained a team of tellers, enhancing productivity and customer service skills.
- Handled complex transactions and provided backup support to other tellers.
Customer Service Supervisor
Bucks County Bank
Doylestown, Pennsylvania
01.2012 - 06.2017
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Supervised customer service team supporting Bucks County Bank branch operations
- Coached staff on account inquiries and transactions to enhance service standards and customer satisfaction.
- Assisted customers with product inquiries and resolved complaints promptly to ensure a seamless customer experience.
- Resolved escalated customer complaints with professionalism and care
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Trained new employees on bank procedures and customer interaction methods
- Communicated with branch leadership on service issues and workflow improvements
Leasing Operations Specialist
Vanguard Leasing
Bensalem, Pennsylvania
05.2007 - 03.2010
- Coordinated leasing operations support for Vanguard Leasing customer accounts and records.
- Reviewed lease documentation for accuracy, completeness, and policy compliance.
- Processed contract updates through leasing systems and shared service tools.
- Resolved account discrepancies with sales, finance, and customer service teams.
- Monitored workflow queues for pending lease approvals and document requests.
- Prepared operational reports for management review and leasing activity tracking.
- Improved office processes through standard work, clear communication, and follow-up.
- Provided training and guidance to staff on operational procedures, policies, and regulations.
- Managed vendor relationships through contract negotiation and monitoring service delivery to ensure alignment with operational standards.
- Collaborated with other departments to develop solutions that addressed operational issues across the organization.
- Developed and maintained an efficient process for tracking inventory levels, ensuring accuracy of data.
- Developed reports detailing operational performance, trends, costs, productivity.
- Analyzed customer feedback to enhance operations processes and drive improvements in customer satisfaction.
- Reduced process lags and trained team members on best practices and protocols.
- Implemented new processes to streamline daily tasks, resulting in increased efficiency.
- Evaluated potential risks associated with proposed changes or modifications before implementation.
- Coordinated resources and personnel to complete projects on time and within budget constraints.
- Compiled and finalized reports on operational performance and metrics. and analyzed each report to decide where improvements could be made.
- Conducted regular reviews of operational procedures to ensure compliance with company standards.
- Assisted in the development and launch of new products or services from an operational perspective.
- Resolved operational issues promptly to minimize impact on business activities.
- Coordinated with various departments to streamline operations and enhance workflow.
- Supported project management activities from planning through execution.
- Monitored and analyzed performance metrics to identify areas for improvement.
- Participated in strategic planning sessions to contribute to long-term operational goals.
Branch Operations Manager
Univest
Bensalem, Pennsylvania
05.2005 - 05.2007
Education
GED -
LaGuardia Community College
Long Island City, NYSkills
- Deposit account opening
- Loan origination
- Consumer lending
- Commercial lending
- Loan modification
- Team leadership
- Cross-selling products
- Cross-selling techniques
- Account closings
- Customer financing
- CRM management
- Financial services
- Banking compliance
- Fraud monitoring
- Credit risk assessment
- Risk management
- Compliance risk management
- Cash flow management
- Cash flow analysis
- Sales strategy
- Business development
- Client outreach
- Effective communication
- Excellent communication
- Interpersonal communication
- Team leadership
- Teamwork
- Project management
- Conflict resolution
- Employee motivation
- Service promotion
- Customer service
- Relationship management
- Problem-solving
- Adaptability
- Market analysis
- Recordkeeping requirements
- Account audits
- Teller background
- Teller support
- Loss prevention
- Money handling
- Loans
- Financial services
- Investment guidance
- Contract negotiations
- Cost calculations
- Compliance risk management
- Lead prospecting
- Excellent communication
- Cross-selling products
- Market analysis
- Conflict resolution
- Teamwork
- Service promotion
Languages
Turkish
Professional
Certification
- Licensed patient Care Technician
- Licensed BLS Certified
- Active PA Notary
- Active NMLS
- Certificate of Completion of Self Administered Medicine
- LinkedIn Certificate Audit & Due Diligence Foundations
- LinkedIn Certificate of App for Generative AI in Learning and Development
- LinkedIn Certificate of Communication with Emotional Intelligence
- LinkedIn Certificate of Sales Strategies and approaches in New World Setting
- Coursera Certificate of Psychology for Beginners
- Coursera Certificate Master of Chat GPT
Timeline
Sr. Relationship Banker
Santander Bank Us
11.2021 - Current
Lead/Head Teller
Key Bnak
10.2017 - 10.2021
Customer Service Supervisor
Bucks County Bank
01.2012 - 06.2017
Leasing Operations Specialist
Vanguard Leasing
05.2007 - 03.2010
Branch Operations Manager
Univest
05.2005 - 05.2007
GED -
LaGuardia Community College