Jaycee Gray
Mount Shasta,CA
Summary
Accomplished Banking Services Officer with a robust background in retail banking operations and compliance. Proven leader in banking operations with a track record of enhancing compliance, operational efficiency, and customer satisfaction at Mechanics Bank. Achieves significant improvements in branch performance through meticulous attention to detail and a focus on results. Skilled in risk management and regulatory compliance, complemented with performance history in leadership, team development and driving operational excellence.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Banking Services Officer
Mechanics Bank
06.2018 - Current
- Manages the compliance and operations functions of a Retail Branch Responsible for compliance with Regulatory requirements, adherence to Bank policies and procedures, risk management requirements, and safety and security of the branch. Responsible for overall operational quality of the branch as measured by internal audits, operational soundness reviews, and reports from other departments of the Bank.
- Manages a team of employees. Provides leadership, coaching, feedback and developmental support. Trains employees on cross functions to ensure smooth operations of the branch. Hires new employees, conducts performance assessments, initiates disciplinary actions, and recommends promotions.
- Sets priorities for retail office operations, identifies and analyzes operating issues, solves operational issues and provides input for improvement in processes and procedures. Administers monthly, quarterly and annual self-audit checklist, reviews, approves daily reports, and verifies cash-on-hand balances.
- Responsible for collaborating with Branch Manager to assign sales and referral goals to employees, participate in sales campaigns, and for developing employees' sales skills.
- Ability to perform transactions for clients including, teller transactions, large cash transactions, and safe deposit box functions.
- Manages the office in the absence of the Branch Manager.
Branch Services Representative II
Scott Valley Bank
04.2016 - 06.2018
- Performs routine teller transactions, new account transactions and works directly with clients. Responsible for maintaining and balancing a cash supply for transactions performed.
- Managed daily operations, ensuring timely completion of tasks and maintaining a well-organized work environment.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Receives, processes and closes consumer loan and small business loan applications and reviews loan packages for required documentation. Clarifies to customer basic qualifications for the loan(s), rates, terms and conditions. Keeps customer apprised of loan application status.
- Reviews client transactions for red flags and fraudulent items. Maintains awareness of current criminal scams used against banking clients. Prevents clients from becoming victims of fraud. Escalates concerns to management for resolution.
- Maintains compliance with established internal operational standards and Federal and State regulations to protect the interest of the Bank and customers; reviews the work of others for compliance.
- May lead and direct the activities of Customer Service Representatives and other Branch Services Representatives.
Lead Customer Services Representative
Scott Valley Bank
01.2014 - 04.2016
- Performs routine teller transactions and works directly with clients. Works quickly to service clients waiting in line but maintains close attention to detail. Responsible for maintaining and balancing a cash supply for transactions performed.
- Adheres to all cash handling policies and procedures and balances cash at the end of each shift.
- Assists customers with account maintenance, online banking, mobile banking, and other complex account issues. Resolves concerns presented by clients. Effectively question and listen to customer to gain a full understanding both new and existing customer’s financial circumstances and needs.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Reviews client transactions for red flags and fraudulent items. Maintains awareness of current criminal scams used against banking clients. Prevents clients from becoming victims of fraud. Refer customers to Branch Management and the proper department for issues that cannot be resolved at the teller line.
- Gathers data and processes various reports and forms (e.g., Currency Transaction Reports, Reg CC, holds, overdraft, etc.) to ensure compliance with Bank policies and procedures, Bank Secrecy Act/Anti-Money Laundering and regulatory compliance programs.
- Keeps a clean, organized work area and a professional appearance.
Customer Service Representative
Scott Valley Bank
11.2012 - 01.2014
- Performs routine teller transactions and works directly with clients. Works quickly to service clients waiting in line but maintains close attention to detail. Responsible for maintaining and balancing a cash supply for transactions performed.
- Adheres to all cash handling policies and procedures and balances cash at the end of each shift.
- Assists customers with account reconcilement, copies of statements and checks, check orders; account closure, and safe deposit entrances.
- Reviews client transactions for red flags and fraudulent items. Maintains awareness of current criminal scams used against banking clients. Prevents clients from becoming victims of fraud. Refer customers to Branch Management and the proper department for issues that cannot be resolved at the teller line.
- Gathers data and processes various reports and forms (e.g., Currency Transaction Reports, Reg CC, holds, overdraft, etc.) to ensure compliance with Bank policies and procedures, Bank Secrecy Act/Anti-Money Laundering and regulatory compliance programs.
- Keeps a clean, organized work area and a professional appearance.
Education
College of The Siskiyous
Weed, CAHigh School Diploma -
Mount Shasta High School
Mount ShastaSkills
Thorough knowledge of retail office operations, including complex transactions, Bank policy and procedures, and Risk Management policies
Thorough knowledge and skills related to standard banking services and products and banking internal operating policies and procedures
Sound working knowledge of small business and consumer credit principles and practices
Thorough knowledge of Bank Products and Services, policies and procedures related to new accounts and sales functions
Excellent interpersonal skills; successful experience managing and leading people
Ability to motivate employees to provide excellent customer service, demonstrate initiative, and achieve results
Knowledge of State and Federal banking regulations pertinent to retail operations
Leadership ability to supervise and direct subordinate employees, and to provide coaching and development
Certification
Medallion Stamp Signature Guarantee
Timeline
Banking Services Officer
Mechanics Bank
06.2018 - Current
Branch Services Representative II
Scott Valley Bank
04.2016 - 06.2018
Lead Customer Services Representative
Scott Valley Bank
01.2014 - 04.2016
Customer Service Representative
Scott Valley Bank
11.2012 - 01.2014
College of The Siskiyous
High School Diploma -
Mount Shasta High School