JENENNE SKERRITT

Operational Management: Managed the daily operations of the branch, including the lobby and teller line, implementing the company's expectations for an excellent customer experience.

Optimized use of resources to meet the operational needs of the Branch.

Resource Management: Prepared staffing schedules, ensuring that resources are adequately allocated to allow for minimum wait time experience, and an overall positive customer experience.

Conflict Resolution: Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Coaching and Mentorship: Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.

Customer Service Delivery: Oversees the customer experience within the branch, assessing customer and employee feedback.

Developed rapport with customers through active listening skills, leading to higher retention rates, and positive feedback from clients.

Assisted customers in navigating the company website and placing online orders, improving the overall user experience.

Leadership: Provided backup support to the Branch Manager, providing the assurance that day-to-day operations will run smoothly.

Managed a team of five (5) tellers, providing leadership and guidance to ensure optimal performance levels were achieved.

Evaluated employee performance and provided feedback and training as needed.

Process Improvement: Streamlined operational processes by identifying inefficiencies and implementing targeted improvements.

Fostered a culture of continuous improvement within the Branch through regular feedback sessions on best practices and Company's expectations.

Implemented process improvements based on feedback from team members, resulting in streamlined workflows that enhanced productivity levels across the board.

• Leadership: Management and oversight over three Branches and five departments with a total complement of ninety (90) employees.
• Led monthly and quarterly meetings with Branch Managers and Department Heads to ensure the effectiveness of their operations.
• Led the Retail team through the Covid 19 crisis ensuring that staff members felt supported and communication lines were always open and clear.
• Collaborated with the Senior Executive Team in creating Business Continuity Plan ensuring the preservation of critical business functions and minimizing downtime.
• Customer Engagement: Developed strong relationships with customers, identifying their financial needs and recommending appropriate products and service.
• Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
• Coaching and Mentorship: Provided coaching and mentorship opportunities to staff members seeking professional growth or facing performance challenges.
• Mentored junior staff members, fostering an environment of professional growth and continuous improvement.
• Communication: Fostered a positive work environment by providing clear communication and maintaining open lines of communication between management and staff.
• Risk Management: Worked closely with Compliance and Audit ensuring staff members are kept up to date with changes in regulatory landscape, maintaining a secure banking environment for the Bank, employees and customers.
• Participated in annual compliance training ensuring adherence to all regulatory requirements.
• Monitored and verified suspicious activity on customer accounts.
• Spearheaded annual, bi-annual and monthly reviews of high risk accounts.
• Reviewed and monitored deposit accounts ensuring compliance with related policies, procedures and regulations
• Identified and reported suspicious patterns of transactional activities to reduce money laundering.
• Strategic Planning: Collaborated with the Senior Executive team and contributed to the overall strategic planning and direction of the Bank.
• Ensured annual objectives as outlined in the Bank's Strategic Plan are achieved
• Financial acumen: Demonstrated financial acumen by maintaining tight control over budgets while still prioritizing quality outcomes.
• Prepared annual budget for the Retail Banking Division and made budget presentation to the Board of Directors.
• Assisted in identifying, targeting and increasing non-interest income.
• Provided periodic management reports.
• Responsible for the overall profitability of the Retail Division.
• Operational Management: Collaborated with Audit and Compliance in revamping outdated Policy and Procedures.
• Collaborated with stakeholders across different departments to align objectives, streamline efforts, and enhance overall organizational effectiveness.
• Analyzed key performance indicators to assess operational effectiveness and identify areas for improvement.

• Leadership: Provided strong leadership to a team of eleven (11) employees enhancing overall productivity and efficiency.
• Transformed an underperforming Branch into one of the highest revenue generating units within the first year of taking leadership.
• Monthly reporting to Senior Executive team providing overview of Branch monthly performance.
• Results oriented: Consistently delivering results under tight deadlines without compromising accuracy and loss exposure.
• Operational Management: Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
• Collaborated with staff members to implement green initiatives which lead to a 10% reduction in costs.
• Sales: Consistently met or exceeded annual performance targets set by senior leadership.
• Held monthly meetings to create business plans and feedback sessions to drive successful branch.
• Collaborated with Marketing and Loans to promote lending products by introducing marketing campaigns leading to a 25% increase in loan portfolio annually.
• Budget: Preparation of annual budget and Branch Business Plan
• Ensured budgetary targets and objectives are met in a timely manner
• Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
• Monitored Branch income, spending and expenses completing monthly variance reports.
• Coaching: Enhanced team performance with regular coaching sessions, focusing on individual strengths and areas for improvement.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Conflict Resolution: Managed challenging situations effectively, promoting conflict resolution and positive outcomes.
• Lending: Managed a diverse portfolio of loans while maintaining strict compliance with federal lending laws and guidelines.
• Participated in loan committee meetings to provide input on lending processes.
• Conducted thorough reviews of financial statements, credit reports, and other relevant information to assist in lending decisions.
• Worked closely with credit and lending teams to facilitate loan origination, helping clients secure financing for their individual needs.
• Increased loan portfolio through aggressive sales and referrals by approximately 10% each year.
• Monitored Branch spending and expenses always seeking out ways to reduce costs.
• Risk Management: Ensured compliance with current banking regulations and internal policy and procedures ensuring gaps in efficiency are corrected in a timely manner.
• Monitored deposit accounts, ensuring they are kept in good standing.
• Monitored internal control and risk assessment for overall efficiency
• Customer Service: Ensured the delivery of impeccable and sustained customer service
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.

• Cash Management: Managed vault operations ensuring 100% accuracy at all times
• Operational Management: Oversight of daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Leadership: Enhanced team performance by implementing effective leadership and communication skills.
• Reporting: Prepared weekly and monthly reports ensuring accuracy and deadlines are met.
• Conflict Resolution: Delivered calm conflict resolution and problem solving for frustrated customers.
• Risk Management: Verification of internal and external transactions making sure compliance with policy and procedures.

• Risk Management: Reviewed New Accounts opened making sure compliance with Bank's policies and procedures and other regulatory requirements.
• Verification: Verified clearing vouchers ensuring readiness for Clearing House.
• Verified internal vouchers due for processing ensuring accuracy and minimizing loss.
• Verified non-cash postings International Business Department ensuring accuracy.
• Verified wire transfers ensuring all internal guidelines are followed.
• Verified foreign checks submitted for clearing ensuring fast turnaround time.

• Reconciled Bank Statements
• Preparation of Bank vouchers
• Clerical duties