JENN VELAZQUEZ
Puyallup,WA
Summary
Skilled and professional banker that leads outreach efforts, strategic direction and day-to-day function management. Proven talent at building relationships and influencing others to gain support and commitment. Excellent presentation and communication skills and comfort working in fast-paced environment.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Branch Manager
WaFd Bank
Olympia, WA
02.2023 - Current
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
- Developed strategies to increase customer satisfaction and loyalty.
- Managed staff scheduling, hiring and training processes.
- Reviewed loan applications to ensure accuracy and compliance with regulations.
- Conducted regular performance reviews for all employees in the branch.
- Monitored financial performance of the branch on a monthly basis.
- Implemented internal control procedures to minimize risk exposure and maximize profitability.
- Provided guidance and support to team members regarding problem resolution and customer service issues.
- Maintained up-to-date knowledge of industry trends, competitive landscape and regulatory environment.
- Developed and maintained relationships with clients to ensure customer satisfaction, loyalty and repeat business.
- Provided guidance on loan programs, payment options, interest rates and other financing details.
- Identified opportunities for cross-selling products and services to existing customers both consumer and business.
- Assisted in the development of business plans, loan applications, cash flow projections, and other financial documents.
Sr. Small Business Development Representative
Wells Fargo
Seattle, WA
07.2022 - 02.2023
- Effectively built relationships with both established and potential clients.
- Created and improved business pipeline using cold and warm techniques.
- Tracked and analyzed weekly sales reports, implemented corrective action plans and streamlined sales operations.
- Recommended product changes to enhance customer interest and maximize sales.
- Identified underperforming product lines and refocused efforts to successfully bring each in line with expected targets.
- Collaborated with team to forecast based on sales and product profitability.
- Analyzed financial information, such as income statements and balance sheets, to evaluate customer eligibility for loans.
- Assisted in the implementation of new systems and processes for treasury management functions.
Business Services Representative
First Citizens Bank
Tacoma, WA
02.2021 - 06.2022
- Provide both CRE and non-RE lending solutions
- Maintained accurate documentation on all customer interactions and transactions.
- Identified opportunities to cross-sell additional products and services to existing customers.
- Tracked key performance indicators such as customer satisfaction ratings and retention rates.
- Prepared monthly reports on cash flow forecasts, liquidity analysis, bank fees and other related metrics.
- Assisted in the implementation of new systems and processes for treasury management functions.
- Developed and maintained relationships with key stakeholders in the Small Business Administration to increase awareness of services offered.
- Provided guidance to small businesses regarding loan eligibility requirements, financial documents, and other related matters.
- Coordinated meetings between borrowers and lenders to discuss loan terms, repayment plans, and other pertinent information.
Financial Service Representative II
First Citizens Bank
Pinehurst, NC
07.2020 - 01.2021
- Responsibilities for this position include all listed below with increased monthly goals and transaction approval thresholds.
Financial Service Representative
I First Citizens Bank
Southern Pines, NC
10.2016 - 07.2020
- Submit and process loan to include but not limited to: Mortgage, Equity LOC/Loans, Auto Loan, Consumer Loans and Business loans
- NMLS Licensed
- Obtain new and manage established customer relationships
- To include, new accounts and expanding consumer relationships, treasury services
- Strong focus on cross-selling for both business and consumer customers to enhance relationship
- Expand business client relationships by referring products such as: merchant, fraud and lending products to include CapLines, Leases and business loans etc.
Sales and Service Representative III
First Citizens Bank
Fort Bragg, NC
05.2015 - 10.2016
- Provided customer service to clients, including answering questions and resolving issues.
- Conducted account openings and closings for clients.
- Responded promptly to customer emails, phone calls and requests for information.
- Cross-sold banking products such as credit cards, loans and investments.
- Developed relationships with customers by providing exceptional service in order to increase sales opportunities.
Float Sales and Service Representative III
First Citizens Bank
Fort Bragg, NC
11.2014 - 05.2015
- This role included all the previous positions responsibilities to include traveling to various branches within the cluster as needed.
Sales and Service Representative II
First Citizens Bank
Fort Bragg, NC
07.2013 - 11.2014
- Conduct day to day teller operations by processing transactions accurately and efficiently
- Discover beneficial needs for current clients and refer new prospects for additional products and treasury services
- Provide service and maintenance to client’s accounts
- Order debit cards, set up services and reissue signature cards
- Maintain bank vault and ensure balancing accuracy
- To include prepare shipments to Brink’s and place cash orders for the vault
- Coordinated directly with USASOC, JSOC and MWR to supply them with any cash currencies or monetary instrument requests
- Knowledgeable on electronic equipment utilized at the branch, for example TCD and cash advance.
Lead Customer Service Representative
First Citizens Bank Pope AAF
, NC
08.2012 - 07.2013
- Supervised and evaluated teller staff, providing feedback on performance.
- Ensured compliance with all banking regulations and procedures.
- Maintained accurate records of transactions, deposits, withdrawals.
- Responded to inquiries from internal and external auditors regarding bank policies and procedures.
- Conducted regular audits of teller activities to ensure accuracy of transactions.
- Analyzed reports related to branch performance metrics such as sales goals, operational efficiencies, customer satisfaction scores.
Customer Service Representative
First Citizens Bank
Fort Bragg, NC
09.2011 - 08.2012
- Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
- Maintained confidentiality of bank records, transactions and customer information.
- Cross-sold bank products such as savings accounts and credit cards to existing clients.
Education
Fayetteville State University
Languages
Spanish
Native/ Bilingual
Certification
- NMLS
- WA & NC State Notary
- Treasury Management Certification Program
Timeline
Branch Manager
WaFd Bank
02.2023 - Current
Sr. Small Business Development Representative
Wells Fargo
07.2022 - 02.2023
Business Services Representative
First Citizens Bank
02.2021 - 06.2022
Financial Service Representative II
First Citizens Bank
07.2020 - 01.2021
Financial Service Representative
I First Citizens Bank
10.2016 - 07.2020
Sales and Service Representative III
First Citizens Bank
05.2015 - 10.2016
Float Sales and Service Representative III
First Citizens Bank
11.2014 - 05.2015
Sales and Service Representative II
First Citizens Bank
07.2013 - 11.2014
Lead Customer Service Representative
First Citizens Bank Pope AAF
08.2012 - 07.2013
Customer Service Representative
First Citizens Bank
09.2011 - 08.2012
Fayetteville State University
- NMLS
- WA & NC State Notary
- Treasury Management Certification Program