Summary
Overview
Work History
Education
Skills
Timeline
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JEnnifer Twiggs

Alvord ,TX

Summary

Motivated Bank Manager passionate about providing excellent customer service and exceeding expectations. Talented professional well-versed in bank products and credit offerings. Inspires staff loyalty through strong leadership and communication skills.

Overview

20
20
years of professional experience

Work History

Finance and Insurance

National Trailer Source
02.2022 - 09.2022
  • Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
  • Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
  • Monitored pipelines to track and log status of loans.
  • Explained very technical financial information to applicants in easy to understand language.
  • Proactively identified solutions for customers experiencing credit issues.
  • Compiled closing packages for drafting and presentation accuracy.
  • Established plans and payoffs for customers' loans, prioritizing control of overall costs.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.

Branch Manager

Heritage Community Bank
04.2019 - 01.2022
  • Manage and supervise retail branch employees
  • Responsible for scheduling and day-to-day supervision of staff
  • Marketing the Branch to the community to grow deposit accounts
  • Provide knowledge, support and training to employees
  • Coach team to produce the best customer experience and allow for cross selling to other areas of the bank
  • Processing all customer related issues through timely communication and problem-solving skills
  • Help identify customer needs and refer them to the correct officer of the branch for their lending needs.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Assessed employee performance and developed improvement plans.
  • Engaged employees in business processes with positive motivational techniques.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
  • Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
  • Complied with Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
  • Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance.
  • Identified and capitalized on community business opportunities with effective networking.
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol.

Universal Branch Specialist

PNC Bank
05.2013 - 04.2019
  • Manages the customer experience by identifying opportunities to improve the customer’s financial wellbeing
  • Assesses and effectively coaches the branch team by ensuring a proper review and coordination of various activities to ensure adherence to all regulatory, security and audit requirements within the universal branch
  • Demonstrates expertise in the bank’s policies and processes to manage within the bank’s risk appetite
  • Sales goals including deposit accounts, consumer lending (Home refinance, HELOCS, auto and personal loans), credit cards, cd and investments
  • As well as identifying mortgage referrals.
  • Sought out and made recommendations for process improvements.
  • Promoted products and services, educated customers and engaged in sales-oriented conversations.
  • Boosted customer experiences by delivering superior customer service, issue resolution and merchandising.
  • Generated reports detailing findings and recommendations.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Coached staff on daily performance and conducted evaluations to constructively address concerns.
  • Developed and updated tracking spreadsheets using Program.

Sales and Service Representative

PNC Bank
05.2013 - 08.2017
  • Drives proactive sales conversations through internal and outbound interactions with a defined sales process including outbound calling, service to sales, teller interactions, appointment setting and effective lobby engagement, ultimately elevating client loyalty
  • Leverages ecosystem partnerships to acquire, expand and retain relationships
  • Creates customer loyalty and grows customer share of wallet through a differentiated customer experience
  • Connects with customers and positions products to meet their needs
  • Educates customers on options for managing financial transactions by leveraging technology, tools and resources.
  • Identified prospecting approaches to discover potential customers and create opportunities to sell financial solutions and ideas.
  • Provided advice on loans, investments and other bank products.
  • Shared, showed and supported clients on variety of technological digital and online tools and resources to explore solutions to achieve financial goals and financial well-being.
  • Managed and evaluated operational processes and procedures to offer retail lending products and services.
  • Opened and closed accounts, set up services and finalized contracts.
  • Completed special actions like account transfers, stop payments and dispute investigations.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.

TELLER SUPERVISOR/NEW ACCOUNTS REPRESENTATIVE

ROCKWOOD BANK
12.2002 - 05.2009
  • Handling routine financial transactions (deposits, withdrawals, advances, loan payments, merchant transactions, etc.) and giving a warm welcome to everyone who comes into the branch
  • Reviewing and overriding transactions for other tellers
  • Ordering and sustaining money needed for the branch to run
  • As a new accounts representative responsibilities included opening new accounts, cd’s, trust accounts and some business accounts.

Financial Sales Consultant

US Bank
05.2009 - 05.2013
  • Responsible for assessing and attending to customers’ banking needs, obtaining and processing customer and account information and selling bank deposit and loan products and services
  • Personal Bankers inform customers of other products and services that meet their needs
  • They are also responsible for originating and closing consumer loans, opening accounts, performing sale deposit transactions, and opening and/or closing the branch
  • Personal Bankers build relationships with customers based on trust, recommending financial solutions based on each customer’s unique goals and needs
  • Implemented initiatives to improve customer satisfaction and increase repeat business.

Education

Graduate - undefined

Eureka high school
2001

Skills

  • Time management
  • Developing employees
  • Reducing risk
  • Notary
  • Staff Scheduling
  • Developing strong operational procedures
  • Fraud detection and prevention
  • Problem solving
  • Certified Mentor
  • Staff Management
  • Multitasking Abilities
  • Event Planning
  • Goals and Performance
  • Sales Expertise
  • Customer and Vendor Relations
  • Federal Regulations
  • Staff Training
  • Staff Supervision
  • Knowledge of Equifax Application Engine
  • Training and Development
  • Competitor Tracking
  • Financial Services
  • Conflict Resolution
  • Excellent Time Management Skills
  • Bank Security Expertise
  • Excellent Team Leadership
  • Human Resources Knowledge
  • Operations Management
  • Employee Development
  • Build Customer Relationships
  • Marketing

Timeline

Finance and Insurance

National Trailer Source
02.2022 - 09.2022

Branch Manager

Heritage Community Bank
04.2019 - 01.2022

Universal Branch Specialist

PNC Bank
05.2013 - 04.2019

Sales and Service Representative

PNC Bank
05.2013 - 08.2017

Financial Sales Consultant

US Bank
05.2009 - 05.2013

TELLER SUPERVISOR/NEW ACCOUNTS REPRESENTATIVE

ROCKWOOD BANK
12.2002 - 05.2009

Graduate - undefined

Eureka high school

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JEnnifer Twiggs