Jennifer Hernandez
Miami,Florida
Summary
Organized Personal Banker proficient in time management. Provides professional and courteous customer service with high levels of integrity and accuracy. Experienced in cash handling, balancing drawers, loan processing and inventory management. Familiar with diverse banking and investment products, deposit accounts and loans. Competent in setting up services, transferring funds and helping with complex transactions. Positive and upbeat with strong communication and problem-solving abilities. Proficient in prioritizing customer happiness utilizing effective communication strategies. Dynamic and attentive banker specialized in retail banking, customer service and account management. Driven to help clients make responsible and financially beneficial decisions. Knowledgeable of branch operations and financial products to best support company and customers. Skilled at helping customers and business accounts to meet financial needs by developing customized product and service solutions. Well-versed in solving routine and complex financial problems. Good communication, multitasking and conflict resolution skills.
Overview
12
12
years of professional experience
Work History
Personal Banker
Wells Fargo Bank, N.A.
Miami, FL
05.2022 - Current
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Promoted financial products by maintaining excellent service offering knowledge.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Cross-sold bank products and services to meet customer needs and provide options.
- Enhanced client retention with proactive follow-ups and timely resolution of account issues.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Leveraged advanced knowledge of banking products/services to deliver custom presentations that effectively addressed unique client needs.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Collaborated with branch team members to achieve monthly sales targets and improve overall performance.
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
- Processed deposits, withdrawals and ACH transfers accurately.
- Supported managers in implementing operational improvements that increased efficiency across the branch network.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Provided ongoing mentorship to junior bankers, building their skills in sales techniques and customer relations management.
- Expanded client base by promoting new financial products.
- Monitored customer accounts to detect irregularities or suspicious activity.
- Managed complex credit applications; negotiated terms and conditions which resulted in increased loan approvals for qualified borrowers.
- Streamlined daily operations, ensuring accurate transaction processing and efficient customer service delivery.
- Optimized portfolio growth by identifying potential investment opportunities for high-net-worth clients based on market trends analysis.
- Expanded customer base by consistently meeting referral goals through networking events and community outreach initiatives.
- Assisted in the development of marketing strategies to increase awareness of bank products and services within the local community.
- Conducted regular audits of cash handling procedures, minimizing risk exposure for the branch.
- Followed up with customers to gather feedback and provide additional assistance.
- Responded to customer inquiries regarding new accounts and account services.
- Verified customer identity and reviewed documentation for accuracy.
- Greeted customers and delivered information about new account processes.
- Presented new and additional products and services to existing customers.
- Collected customer information and completed new account forms.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Interviewed customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
- Maintained customer records and updated account information.
- Explained account terms and conditions to customers.
- Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
- Activated new accounts and issued customer identification numbers.
- Monitored accuracy of customer information in system.
- Reconciled customer accounts and balanced daily transactions.
- Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
- Processed customer payments and account setup charges.
- Tracked and processed customer account requests and applications.
- Provided customers with additional information regarding account services.
Lead Teller
Wells Fargo Bank, N.A.
Miami, Fl
12.2018 - 05.2022
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
- Assisted in training new tellers to ensure a consistent level of excellent service across the team.
- Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
- Mentored junior tellers, fostering professional growth and improved performance within the team.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Provided exceptional customer service, resulting in increased loyalty among existing clients and referrals of new business opportunities from satisfied customers.
- Introduced customers to other bank team members to help meet financial needs.
- Replenished ATM funds in empty canisters prior to validation process.
- Prevented losses by identifying suspicious activities and escalating concerns according to bank policies and procedures.
- Developed rapport with clientele by delivering personalized services that addressed specific financial needs.
- Implemented security measures to protect sensitive client information and financial assets from potential fraud or theft.
- Enhanced customer satisfaction by efficiently managing transactions and addressing inquiries.
- Boosted branch sales with proactive product recommendations based on customer needs.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Served as an essential resource for colleagues seeking guidance on policy interpretations or procedural clarifications.
- Mentored and trained new tellers on bank procedures and customer service standards.
- Answered inquiries regarding checking and savings accounts and other related products.
- Identified potential needs through observation, questioning, and listening.
- Improved overall branch performance by sharing best practices and collaborating with coworkers to address areas of opportunity for growth.
- Maintained compliance with federal regulations and bank policies, mitigating risk exposure for the institution.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Streamlined teller operations for increased accuracy and speed, minimizing wait times for customers.
- Contributed to branch success through participation in local community events, promoting brand awareness, and attracting new clientele.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Received car loan, home loan, and other payments and posted to accounts.
- Elevated team morale by regularly recognizing outstanding individual achievements during staff meetings.
- Created teller schedule to keep weekly and weekend shifts properly staffed.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Increased efficiency of transaction processing by utilizing technology advancements within the banking platform.
- Mentored newly hired team members on appropriate responses to patron questions.
- Exceeded cross-selling goals by effectively communicating product benefits tailored to customers'' unique financial situations.
- Developed and implemented innovative strategies to improve customer satisfaction and increase sales.
- Maintained friendly and professional customer interactions.
- Educated customers on online banking and mobile banking applications.
- Trained new hires on customer service policies and procedures.
- Handled various accounting transactions.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Established rapport with new clients to increase satisfaction and loyalty.
- Cross-sold credit cards, loans and other bank products.
- Executed wire transfers, stop payments and account transfers.
- Received loan and utility payments, sending funds to correct destinations.
- Generated monthly reports on customer activity and customer feedback.
- Counted, verified and handled bank deposits and armored car transactions.
- Referred customers to other banking departments for specialized services.
- Processed applications for new accounts.
- Assisted customers with banking needs and inquiries.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Calculated fees due, interest and change for customer transactions.
- Monitored and verified suspicious activity on customer accounts.
- Performed account maintenance by closing out accounts and changing customer addresses.
Teller
Wells Fargo Bank
Miami, FL
01.2017 - 12.2018
- Assist customers with transactions providing excellent customer service to each and every one of them while handling significant large cash amounts and managing risk at all times to avoid loses and keep my cashbox in balance
- Build lifelong relationships with customers and provide them with new services and the option to talk to a banker in order to help them succeed financially
- Assist on branch daily basic operations such as handling shipments (incoming/outgoing), vault balancing and opening/closing procedures
- Experience on converting foreign currency.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
- Educated customers on use of banking website and mobile apps.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
- Provided training to new tellers on bank procedures, systems, and customer service best practices.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Maintained accurate records of customer transactions in line with bank procedures.
- Monitored and reported suspicious activity in line with bank security policies.
- Handled complex transactions such as wire transfers or foreign currency exchanges with accuracy and efficiency.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Assisted with training of new tellers on policies and procedures.
- Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
- Conducted regular self-assessments of performance to identify areas for growth or improvement within the role of a Teller.
- Prepared reports on daily transactions for management review, highlighting areas for improvement or notable accomplishments.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Executed wire transfers, stop payments and account transfers.
- Handled various accounting transactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Referred customers to other banking departments for specialized services.
- Monitored and verified suspicious activity on customer accounts.
- Cross-sold credit cards, loans and other bank products.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Educated customers on online banking and mobile banking applications.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Processed applications for new accounts.
- Received loan and utility payments, sending funds to correct destinations.
- Established rapport with new clients to increase satisfaction and loyalty.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Trained new hires on customer service policies and procedures.
- Calculated fees due, interest and change for customer transactions.
American Airlines Passenger Service Agent
Swissport International Ltd.
02.2016 - 12.2016
- Assist passengers at Miami International Airport with check-ins in Self Service Machines (SSM’s)
- Maintain an up-to-date flight information manifest to provide information on requisites and restrictions depending on flight destination
- Aid in luggage check-ins
- Maintain a professional demeanor to represent the company and preserve colleague-based relations.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Tagged baggage and routed to appropriate location for loading and screening.
Saga Holidays Ltd. Tour Operator Representative
Cubanacan Travel Agency
09.2014 - 12.2015
- Assisted clients at airport upon their arrival, during their stay in Havana, and departure; including check-ins, transportation coordination and hotel accommodation arrangements
- Information meetings
- Optional Excursion Sales
- Assistance for Emergency Situations.
Apollo (Kuoni Scandinavia) Tour Operator Representative
Cubanacan Travel Agency
01.2014 - 08.2014
- Assisted clients during their stay in Havana; transportation arrangements, hotel assistance
- Information meetings
- Optional Excursion Sales
- Assistance for Emergency Situations.
Kuoni Group Bookings Coordinator
Cubanacan Travel Agency
11.2012 - 12.2013
- Coordinate and book hotel accommodations, transportation, dinner reservations, and domestic flights arrangements
- Solve any last minute inconveniences.
Education
University Bachelor’s Degree -
Higher Pedagogical Institute Enrique Jose Varona
Havana, Cuba01.2006
High School Diploma -
Raul Cepero Bonilla Senior High School
Havana, Cuba01.2001
Skills
- Exceptional customer service
- Strong Work Ethic
- Professionalism and Courtesy
- Excellent time management skills
- Relationship Building
- Branch operations
- Customer Service
- Customer Satisfaction
- Client Relationship Management
- Positive Attitude
- Cash Handling
- Fraud prevention
- Attention to Detail
- Sales expertise
- Relationship building and management
- Interpersonal Skills
- Banking Policies and Procedures
- Banking
- Issues Resolution
- Financial Advising
- Account Maintenance
- Financial product knowledge
- Regulatory Compliance
- Loans
- Financial Services
- Account Management
- Opportunity Identification
- Transaction Processing
- Professional Appearance
- Teller Support
- Rapport Building
- Financial Planning
- Branch management
- English and Spanish Fluency
- Safe Deposit Box Oversight
- Banking operations knowledge
- Records Maintenance
- File Maintenance
- Account updating
Qualifications Summary
Highly personable Customer Service/Coordinator with over three years of experience in supervising operations for foreign tourism and personalized customer assistance in the tourism industry. Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. Talent for preventing inconveniences beforehand. Expertise in resolving escalated customer service issues. Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, and Microsoft Outlook). Bilingual, proficient in both spoken and written English and Spanish.
Timeline
Personal Banker
Wells Fargo Bank, N.A.
05.2022 - Current
Lead Teller
Wells Fargo Bank, N.A.
12.2018 - 05.2022
Teller
Wells Fargo Bank
01.2017 - 12.2018
American Airlines Passenger Service Agent
Swissport International Ltd.
02.2016 - 12.2016
Saga Holidays Ltd. Tour Operator Representative
Cubanacan Travel Agency
09.2014 - 12.2015
Apollo (Kuoni Scandinavia) Tour Operator Representative
Cubanacan Travel Agency
01.2014 - 08.2014
Kuoni Group Bookings Coordinator
Cubanacan Travel Agency
11.2012 - 12.2013
University Bachelor’s Degree -
Higher Pedagogical Institute Enrique Jose Varona
High School Diploma -
Raul Cepero Bonilla Senior High School