HIEN THI PHAM
San Jose
Summary
Customer-focused banking professional with over 9 years of experience delivering personalized financial solutions, building long-term client relationships, and exceeding sales goals in retail banking. Proven success in growing customer portfolios through consultative conversations, cross-selling deposit, lending, and credit products, and collaborating with internal partners to meet customers' financial needs. Recognized as a top performer with extensive experience in branch operations, compliance, customer service, and business development.
Overview
10
10
years of professional experience
1
1
Certification
2
2
Languages
Work History
Retail Relationship Manager
BMO Bank N.A.
09.2023 - 06.2025
- Consistently achieved 250–300% of quarterly sales goals through consultative customer conversations and proactive relationship management.
- Recognized as a Top Performer – Fiscal Year 2024.
- Analyzed customer needs to recommend suitable banking products and services, enhancing overall satisfaction.
- Opened consumer deposit accounts, credit cards, personal loans, HELOCs, and overdraft protection while ensuring regulatory compliance.
- Productively using Salesforce, conducting proactive outreach, appointment scheduling, follow-up activities, and relationship reviews.
- Generated qualified referrals to Mortgage, Business Banking, and Wealth Management partners.
- Delivered exceptional customer experiences while supporting overall branch sales and service objectives.
Relationship Manager
Bank of the West
10.2022 - 09.2023
- Delivered personalized financial solutions by conducting comprehensive financial needs assessments.
- Opened consumer and business deposit accounts while identifying opportunities for credit cards, lending, and savings products.
- Maintained customer relationships through proactive follow-up and account servicing.
- Resolved account-related issues promptly to enhance customer satisfaction and retention.
- Partnered with mortgage, business banking, and commercial specialists to provide comprehensive financial solutions.
- Consistently achieved branch sales and service scorecard objectives while maintaining full regulatory compliance.
Branch Sales & Service Team Leader / Relationship Manager / Senior Branch Sales & Service Executive
Standard Chartered Bank
09.2016 - 10.2020
- Progressed through three promotions based on consistently exceeding performance expectations.
- Managed a portfolio of retail banking customers, providing tailored recommendations for credit cards, personal loans, mortgages, auto loans, and insurance products.
- Developed strong customer relationships that resulted in repeat business and referrals.
- Led daily branch sales activities and coached team members to achieve individual and branch performance goals.
- Trained and mentored new employees on customer service, sales techniques, and operational procedures.
- Promoted digital banking solutions to improve customer convenience and engagement.
Mobile Sales Officer
HSBC Bank
02.2015 - 09.2016
- Recognized as a Role Model and consistently ranked among the top-performing sales professionals.
- Acquired new customers through community outreach, workplace events, and business development activities, contributing to overall sales growth.
- Generated credit card and personal loan sales while ensuring high customer satisfaction and loyalty.
- Cultivated lasting customer relationships that led to increased referrals and repeat business.
Education
Bachelor’s degree - International Business
FOREIGN TRADE UNIVERSITY
07-2014
Skills
- Salesforce CRM
- Relationship Management
- Customer acquisition strategies
- Financial assessments
- Portfolio Management
- Team Collaboration
- Analytical problem solving
Certification
- NMLS Mortgage Loan Originator License (#2398468)
- Securities Industry Essentials (SIE)
- FINRA Series 6
Languages
English
Vietnamese (Native)
Timeline
Retail Relationship Manager
BMO Bank N.A.
09.2023 - 06.2025
Relationship Manager
Bank of the West
10.2022 - 09.2023
Branch Sales & Service Team Leader / Relationship Manager / Senior Branch Sales & Service Executive
Standard Chartered Bank
09.2016 - 10.2020
Mobile Sales Officer
HSBC Bank
02.2015 - 09.2016
Bachelor’s degree - International Business
FOREIGN TRADE UNIVERSITY