Joan Francois Castro Monreal
Smyrna,GA
Summary
Dynamic Branch Operation Lead Specialist at JP Morgan Chase with a proven track record in customer service excellence and leadership. Skilled in managing operations and training teams, I foster collaborative teamwork while ensuring compliance. Adept at sales and technical proficiency, I consistently enhance client relationships and drive branch success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Branch Operation Lead Specialist
JP Morgan Chase
02.2024 - Current
- Support the branch manager with daily operations, customer service, and compliance.
- Oversee daily operations, including managing cash devices, and assist the branch manager with scheduling.
- Assist clients with transactions, help resolve their issues, and introduce them to self-service options.
- Work with the Branch Manager to train and inform the branch team on policies and procedures.
- Ensure the branch operates smoothly and securely by adhering to all policies, procedures, and regulatory requirements.
- Help build strong relationships with clients and support the overall positive tone of the branch.
- Also as a part of the management team as a Manager on Duty when need it, parQcipate on zoom meeQngs with BM, regional calls, operaQons call.
- Make decision in the absence of the branch manager and ensuring the branch runs smoothly.
- Conduct morning hurdles, sit with banker and review their calendars and ensure they have their supports they need for their appointments.
- Work close with branch partners to help branch with investments, mortgage and business referrals.
Personal Banker
Wells Fargo
04.2022 - 12.2023
- As a personal banker, deliver and connect with customers on a daily basis, build a rapport to uncover needs, present bank products, open consumer and business accounts, present loan offers, and make referrals to partners for mortgage or investment options after uncovering opportunities with clients.
- Make calls daily to reach out to existing customers to try to present bank products that may be beneficial to the customers, provide notary services to existing customers, assist the BM with teller overrides, order cash, load the ATM, and pull cash and checks as well. Participate in monthly risk meetings to assist the manager in minimizing losses and exposure in the branch by coaching other team members and supporting the teller line by having a cash box to run transactions based on store needs.
Associate Banker
JP Morgan Chase
06.2019 - 03.2022
- Taking care of customers in a very fast environment, processing teller transactions quickly and accurately, balancing the drawer at the end of the day, engaging customers in a professional manner, and providing outstanding customer service, educating customers about the latest banking products, setting up appointments for bankers by answering calls, currently serving as the ATM custodian, helping bankers with changing PIN numbers, signature cards, wire transfers, and opening accounts with a mobile or tablet device.
- Handling cash, processing payments, withdrawals, foreign currency, and savings bonds, assisting the service manager with auditing the cash box or other entries.
Lead Teller Operation Specialist
JP Morgan Chase
02.2016 - 05.2019
- Being the lead teller at Chase Akers Mill Location, most of my activities involved the branch operations of the branch and ensuring that the tellers balance at the end of the day, being the first point of contact if the tellers need assistance with a transaction.
- Being part of the opening team, as well as the closing team, every day.
- Support the branch manager with the operations of the branch, such as monitoring the cash levels of the branch to determine how much cash needs to be shipped out and how much money is needed to keep at the branch for optimal cash levels, making sure the tellers understand the policy before cashing checks or assisting a customer without a debit card, and ensuring the tellers know how to accurately fill out a CTR, UAR, or MIPL. Discuss with the team monthly internal security questions to make sure everyone understands the regulations of the bank and is prepared for the entire process before an audit.
- Provide teller overrides in case the system asks before completing a transaction.
- As a collateral champion, look for any outdated information that can lead to inaccurate information for a customer.
- Engage with customers in a friendly and professional way, and educate them about Chase products.
- If needed, support the teller line running transactions at the drive-up window, as well.
- Scheduling surprise audits for the cash recycle, vault, and teller cash boxes monthly for the vault and quarterly for the cash boxes.
- Currently, I am the ATM custodian of two machines: performing the settlement of the ATM when it is scheduled to be done, adding cash, changing the receipt paper, and looking for money or checks inside the divert bin every time a customer fills out a claim.
- Also, as a LTOS, I'm the security coordinator of the branch. I review with the team robbery procedures and how to activate the alarm button for the bankers' desk and behind the teller line.
Server
Three Dollar Cafe
12.2015 - 02.2016
- Delivered exceptional customer service in fast-paced environment, ensuring guest satisfaction and loyalty.
- Managed multiple tables efficiently while maintaining high standards of food and beverage quality.
- Collaborated with kitchen staff to optimize order accuracy and minimize wait times.
- Trained new servers on menu offerings, service techniques, and operational procedures.
Teller
Wells Fargo
03.2011 - 12.2015
- I have worked as a part-time teller for over 2 years in a very busy area.
- Provide a great customer experience for the customer and not the customers during teller transaction.
- Answer inbound calls and provide accurate information over the phone, or refer customers to banker support.
- Meet quarterly; teller referrals were sometimes I was the teller with the most referrals.
- Participate in tasks with the service manager at the time needed, such as balancing the vault daily at the end of the day in dual control, handling the night drop before opening the branch, assisting with the incoming and outgoing shipments, and understanding the process before letting the carrier into the vault.
- Balancing my cash drawer at the end of the day.
- Help prevent fraud by following the guidelines before cashing a check.
- Participate as an observer before opening the branch, and be part of the closing team at the end of the day.
Operator
Compass Display Company
01.2009 - 01.2011
- I worked with the company for around two years. Among many of my duties, I was in charge of the development and design of new products.
- Control and operate different machinery, like Router XYZ and Inca printer.
- Developed many products for well-known companies such as GoPro, All Star Clothing, Nike, among others.
- Keep track of the expenses of projects in order to stay within budget.
- Expert in many designing software.
- Handled many customers' accounts via phone and emails.
- Weekly professional sell presentations.
- Build new markets within the area.
Education
High School Diploma -
Campbell High Schoo
Smyrna, GA05-2007
Some College (No Degree) -
Chattahoochee Technical College
Marietta, GASkills
- Customer service excellence
- Leadership abilities
- Collaborative teamwork
- Technical proficiency
- Attention to detail
- Management expertise
- Sales experience
- Talent management
- Team collaboration
- Management collaboration
- Team leadership
Affiliations
Atlanta Track Club Member
Certification
Notary
NMLS License
Awards And Activities
- Martin Luther King Humanitarian Award, Worked with Campbell Middle School and Campbell High School to help parents get involved.
- Volunteer for the International Welcome Center, Encouraged parents to attend open houses and assisted during teacher conferences.
Languages
Spanish
Native or Bilingual
Timeline
Branch Operation Lead Specialist
JP Morgan Chase
02.2024 - Current
Personal Banker
Wells Fargo
04.2022 - 12.2023
Associate Banker
JP Morgan Chase
06.2019 - 03.2022
Lead Teller Operation Specialist
JP Morgan Chase
02.2016 - 05.2019
Server
Three Dollar Cafe
12.2015 - 02.2016
Teller
Wells Fargo
03.2011 - 12.2015
Operator
Compass Display Company
01.2009 - 01.2011
High School Diploma -
Campbell High Schoo
Some College (No Degree) -
Chattahoochee Technical College