Summary
Overview
Work History
Education
Skills
Timeline
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Hugo Flores Urbieta

Watsonville,CA

Summary

Motivated Bank Manager passionate about providing excellent customer service, doing the right thing and exceeding expectations. Talented professional well-versed in customer service and building relationships. As I build my Brand, I build the ones around me and lift them up with me.

Overview

21
21
years of professional experience

Work History

Bank Branch Manager

JPMorgan Chase
05.2022 - Current
  • Create an inclusive culture where employees have the tools that help them develop professionally.
  • Complied with established internal controls and policies.
  • Strengthened cross-selling initiatives by identifying customers'' financial needs and recommending suitable products or services.
  • Fostered strong relationships with clients by addressing their needs promptly and providing personalized financial solutions.
  • Resolved escalated customer issues quickly and efficiently while demonstrating empathy towards clients' concerns resulting in higher customer retention rates.
  • Developed strategic plans for day-to-day financial operations.

Lead Associate Operations

JPMorgan Chase
01.2018 - 05.2022
  • Help Associates with any and all operational questions and offer best solutions for our customers.
  • Trained and supervised employees on office policies and procedures.
  • Work side by side with bank Branch Manager to ensure that play for the day is being executed by all employees.
  • Evaluated team member performance regularly, providing constructive feedback for continuous improvement.
  • Increased employee retention by fostering a positive work environment and recognizing outstanding performance.
  • Followed detailed directions from management to complete plan for the day activities.
  • Report observations to Branch Manager and create action plan to improve employee behaviors

Lead Teller Operations Specialist

JPMorgan Chase
03.2014 - 01.2018
  • Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Mentored junior tellers, fostering a supportive work environment that enhanced employee retention on daily processes
  • Referred customers to other banking departments for specialized services.
  • Assisted with training of new tellers on policies and procedures.
  • Optimized cash management processes resulting in improved accuracy and efficiency of teller transactions.
  • Assisted customers with banking needs and inquiries.
  • Participated in regular meetings with management, offering valuable input on ways to enhance the overall performance of the branch and address any areas of concern.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.

Bank Teller

JPMorgan Chase
10.2011 - 03.2014
  • Processed loan payments accurately, contributing to the overall efficiency of branch operations.
  • Maintained friendly and professional customer interactions.
  • Educated customers on online banking and mobile banking applications.
  • Placed orders for customer checks and verified starting numbers.
  • Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
  • Audited fellow teller currency to contribute to dual-control procedures.
  • Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Provided customer records, account statements and copies of checks.
  • Assisted customers with compromised debit cards and issued new credentials.
  • Assisted customers with banking needs and inquiries.
  • Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.

Office Assistant

Courtesy Cab
02.2010 - 10.2011
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct personnel for customer pick ups.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Worked effectively in fast-paced environments.
  • Developed strong organizational and communication skills through coursework and volunteer activities.
  • Ensure that all lot vehicles have routine maintenance, so that they run properly.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Delivered prompt service to prioritize customer needs.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Prepared end of day cash inventory for bank deposits.

Office Administrative Assistant

Alpine Gem
06.2003 - 02.2010
  • Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
  • Facilitated seamless business operations by acting as a liaison between clients/vendors/staff when necessary for conflict resolution or problemsolving.
  • Provided backup to floor employees to step in to assist with various tasks whenever employee was absent or at lunch/peak times.
  • Answered incoming calls, directing clients to individuals addressing specific needs.
  • Acted as first point of contact and set appointments for prospective clients.
  • Check flower inventory at end of day and adequately update totals.

Education

Associate of Science - Accounting And Finance

Cabrillo College
Aptos, CA
12.2024

High School Diploma -

Watsonville High School
Watsonville, CA
06.2006

Skills

  • Time Management
  • Staff Training and Development
  • Managing Operations and Efficiency
  • Management Team Building
  • Bilingual
  • Customer Service Driven

Timeline

Bank Branch Manager

JPMorgan Chase
05.2022 - Current

Lead Associate Operations

JPMorgan Chase
01.2018 - 05.2022

Lead Teller Operations Specialist

JPMorgan Chase
03.2014 - 01.2018

Bank Teller

JPMorgan Chase
10.2011 - 03.2014

Office Assistant

Courtesy Cab
02.2010 - 10.2011

Office Administrative Assistant

Alpine Gem
06.2003 - 02.2010

Associate of Science - Accounting And Finance

Cabrillo College

High School Diploma -

Watsonville High School

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Hugo Flores Urbieta