Jenna Ball
Harrisburg,PA
Summary
Results-driven banking professional with extensive experience in addressing consumer and business needs. Proven ability to enhance client satisfaction and increase bank profits through persuasive communication, comprehensive product knowledge, and exceptional customer service skills. Expertise includes sales, people management, administration, risk analysis, and relationship development, aiming to foster a high-performing team environment.
Overview
10
10
years of professional experience
Work History
Branch Manager
M&T Bank
York, PA
01.2024 - Current
- Cultivated trust with both new and long-standing clients to meet financial needs.
- Grew business banking relationships through proactive outreach.
- Ensure operational requirements are maintained, to include consumer and business banking guidelines. Ensure compliance with operational, security, and control policies/procedures, preventing fraud and protecting customer assets.
- Achieved a customer satisfaction score of 91% for 2024.
- Address staffing concerns, performance appraisals, promotions, salary recommendations, performance management, and terminations.
- Directed full spectrum of staff administration activities, encompassing onboarding to performance assessments.
- Completed Precision Leadership
- Collaborated effectively with team members and business partners to ensure partner alignment.
Senior Relationship Banker
M&T Bank
Spring Grove, PA
02.2023 - 01.2024
- Secured Life Insurance License to enhance industry expertise.
- Consistently directed clients towards Financial Advisor for portfolio diversification.
- Selected to be in the Next Generation Relationship Banker Program.
- Made engaging connections with customers to create loyalty.
- Resolved customer complaints regarding banking products or services in a timely manner.
- Responsible for making weekly schedules for my colleagues.
- Surpassed quarterly goals for branch customer satisfaction.
- Volunteered at local establishments and non-profits as a bank representative.
- Invited to be part of the High Potential Program in 2023.
Relationship Banker
M&T Bank
Spring Grove, PA
05.2021 - 02.2023
- Educated customers on options for managing financial transactions by leveraging technology, tools and resources.
- Executed wire transfers.
- Picked to support employees for a large merger with People's United Bank which required flexible hours.
- Identified financial needs of customers and presented appropriate product and service options.
- Became a Notary Public to further support customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Assist with daily branch operations to ensure we are within compliance.
Senior Service Associate
M&T Bank
York, PA
08.2019 - 05.2021
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Identified opportunities to refer customers to other areas of the bank for additional services.
Guest Service Manager
Quaker Steak & Lube
Mechanicsburg, PA
11.2014 - 06.2019
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Oversaw the recruitment, hiring, onboarding, training, scheduling and evaluation of fifty employees in a high volume restaurant.
- Provided detailed monthly departmental reports and updates to senior management.
- Developed, implemented and monitored programs to maximize customer satisfaction and manage employees.
- Managed day-to-day operations of restaurant, including budgeting and inventory control.
Education
BBA - Business Administration And Management
York College Of Pennsylvania
York, PA06-2013
Skills
- Communication
- Customer Service
- Time Management
- Training and Development
- Operations
- Staffing Optimization
Timeline
Branch Manager
M&T Bank
01.2024 - Current
Senior Relationship Banker
M&T Bank
02.2023 - 01.2024
Relationship Banker
M&T Bank
05.2021 - 02.2023
Senior Service Associate
M&T Bank
08.2019 - 05.2021
Guest Service Manager
Quaker Steak & Lube
11.2014 - 06.2019
BBA - Business Administration And Management
York College Of Pennsylvania
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