Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Jennifer Metta

Beverly,MA

Summary

Accomplished Branch Operations Manager with a demonstrated track record of success in bank leadership positions. Well-versed in BSA, OFAC, Patriot Act and other governing standards, as well as industry best practices and methods to optimize operations for long-term business success. Highly effective leader, planner and problem-solver.

Overview

18
18
years of professional experience

Work History

Branch Operations Manager

Santander Bank Us
Beverly, MA
01.2016 - Current
  • Ensured adherence to all company, state and federal protocols to reduce potential danger.
  • Completed daily Bank Secrecy Act reports.
  • Trained employees on proper procedures and strategies to improve productivity.
  • Set up and supervised cash shipments.
  • Maintained branch files in organized and professional manner.
  • Increased client and supplier satisfaction by solving complex issues with efficient resolutions.
  • Checked amount details and fraud markers for transaction papers such as checks and money orders.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft.
  • Coordinated daily cash reconciliation in high-volume location.
  • Provided high level of customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
  • Promoted products or services to each customer to consistently achieve sales targets.
  • Maintained balancing record with 99.6% rate of accuracy.
  • Rapidly and efficiently prepared customer and ATM cash and change orders.
  • Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
  • Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse.
  • Identified sales opportunities and referred customers to branch partners in financial services.
  • Regularly exceeded Sales and CSAT goals set by Santander by using Simple, Personal and Fair in all professional interactions.
  • Executed customer transactions, including deposits, withdrawals, money orders and checks.
  • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
  • Processed quarterly Vault and ATM audits with zero error rate.
  • Enthusiastically greeted customers and offered dedicated service during entire transaction, improving bank satisfaction ratings to an average of 83% in a 12 month cycle.
  • Upheld strict financial controls by keeping funds secure and accurately transferring monies.
  • Assist an estimated 2800 customers each month and remain poised and professional even in high-stress situations and when dealing with irate individuals.
  • Top Performer for 2018.
  • Passing all BCI Audits with an average score of 90.93%
  • Peer Coach to train and help promote Tellers. 
  • Asked to assist and provide feedback in two Pilots for Operation excellence. 
  • Continuously exceeds yearly review requirements.

Full Time Teller

Santander Bank Us
Swampscott, MA
12.2013 - 12.2015
  • Identified sales opportunities and referred customers to branch partners in financial services.
  • Processed quarterly Vault and ATM audits with zero error rate.
  • Upheld strict financial controls by keeping funds secure and accurately transferring monies.
  • Organized, stocked and maintained the teller window area.
  • Maintained friendly and professional customer interactions.
  • Sold cashier's checks, traveler's checks and money orders.
  • Collected member loan payments.
  • Maintained a teller drawer to perform bank transactions.

Customer Service Associate

Market Basket
Salem, MA
04.2010 - 12.2013
  • Delivered exceptional customer service through ackowledgement, communication and commitment to quality. 
  • Utilized exceptional communication to connect with customers, assess needs and present solutions.
  • Processed accurate and efficient sales and return transactions to facilitate customer satisfaction.
  • Managed customer relations and customer service through daily communication and interaction.
  • Balanced all registers each night and balanced the store office every morning.
  • Took in all deposits, sale of money orders as well as lottery sales.
  • Balanced all forms of payment such as cash, debit, credit and debt accounts.

Part Time Teller

Eastern Bank
Salem, MA
04.2006 - 03.2009
  • Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Promoted products or services to each customer to consistently achieve sales targets.
  • Maintained balancing record with [Number]% rate of accuracy.
  • Coordinated daily cash reconciliation in high-volume location.
  • Executed customer transactions, including deposits, withdrawals, money orders and checks.
  • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
  • Rapidly and efficiently prepared customer and ATM cash and change orders.
  • Provided high level of customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
  • Upheld strict financial controls by keeping funds secure and accurately transferring monies.
  • Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse.
  • Collected member loan payments.
  • Sold cashier's checks, traveler's checks and money orders.
  • Organized, stocked and maintained the teller window area.
  • Maintained friendly and professional customer interactions.
  • Maintained a teller drawer to perform bank transactions.

Education

GED - undefined

Peabody Veterans Memorial High School
Peabody, MA
1990

Skills

  • Compliance reviews
  • Opening and closing procedures
  • Team leadership
  • Cash shipment oversight
  • Employee training
  • Strong account analysis skills
  • Relationship building and management
  • Night and safe deposit procedures
  • Advanced clerical knowledge
  • Compliance, banking laws and regulations
  • Cash handling
  • Excellent time management skills
  • Ledger and balance sheet competency
  • Strong customer relations
  • Forward-thinking
  • Briefings
  • Verbal/written communication
  • Cash handling expertise
  • [Type] operations oversight
  • Detail-oriented
  • Employee relations and conflict resolution
  • Interpersonal skills
  • High level of accuracy
  • Self-directed mindset
  • Administration strength
  • Deadline-driven
  • Strategic planning
  • Meticulous attention to detail
  • Self-sufficient
  • Goal-oriented
  • Practices due diligence
  • Cheerful
  • People-oriented
  • Customer-oriented
  • Positive
  • Strong interpersonal skills

References

Gladly furnished upon request.

Timeline

Branch Operations Manager

Santander Bank Us
01.2016 - Current

Full Time Teller

Santander Bank Us
12.2013 - 12.2015

Customer Service Associate

Market Basket
04.2010 - 12.2013

Part Time Teller

Eastern Bank
04.2006 - 03.2009

GED - undefined

Peabody Veterans Memorial High School

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