Jonathan Tams
East Meadow,NY
Summary
Results-driven banking supervisor with extensive experience leading teams across multiple financial institutions, demonstrating strong operational oversight, regulatory compliance, and customer service excellence. Proven ability to manage daily branch operations, coach and develop staff, and ensure adherence to banking policies and risk management standards. Recognized for maintaining high levels of accuracy, efficiency, and professionalism in fast-paced environments while fostering a collaborative team culture. Skilled in conflict resolution, performance management, and process improvement, with a consistent track record of meeting organizational goals and enhancing customer satisfaction. Adept at balancing leadership responsibilities with hands-on support to ensure seamless service delivery and operational integrity.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Ridgewood Savings Bank
Garden City, NY
12.2024 - Current
- Supervised daily operations to enhance customer satisfaction and streamline service delivery.
- Trained and mentored staff to improve performance and maintain service standards.
- Implemented process improvements to increase efficiency in handling customer inquiries.
- Resolved escalated customer issues, ensuring timely and effective solutions.
- Analyzed customer feedback to identify trends and develop action plans for service enhancements.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Branch Operations Coordinator-Client Consultant II
New York Community Bank - Flagstar Bank
East Meadow, NY
08.2023 - 12.2024
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement. This was demonstrated as being the top preformer in the branch for 2024.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Opened and performed account maintenance using FiServ DNA
- Utilization of SalesForce to work on client lead lists as well as using it for cross-selling
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project
- Empowered branch employees through coaching, training and mentoring
- Oversaw daily branch “mini audits” such as daily transactional reviews; daily review of signature cards for prior day new accounts; and daily review of branch reporting to ensure up-to-date CIP information and BSA compliance.
- Routinely serviced and maintained on-site ATM’s
- Oversight of branch cash levels to ensure that working supply is sufficient to meet the daily and weekly needs of our clients
- Assisted with the development and training of new teammates
Branch Operations Coordinator - Float
New York Community Bank
04.2023 - 08.2023
- Worked as a Branch Operations Coordinator at New York Community Bank in the Float Pool
- In this role, I was responsible for overseeing branch operations and ensuring efficient and effective processes at different locations
- Manage and supervise branch staff, providing guidance and support for daily operations
- Monitor and maintain compliance with banking regulations and policies
- Collaborate with other departments to implement process improvements and enhance customer experience
- Develop and implement training programs for branch staff to improve performance and productivity
Financial Services Associate
New York Community Bank
08.2021 - 04.2023
- Worked as a Financial Services Associate at New York Community Bank from August 2021 to March 2023
- In this role, I provided customer service and support for financial transactions
- Assisted customers with account inquiries, transactions, and problem resolution
- Promoted bank products and services to customers, identifying opportunities for cross-selling and upselling
- Processed and verified financial transactions, ensuring accuracy and compliance with banking regulations
Education
Bachelors -
Fordham University
Bronx, NY10.2024
High School Diploma -
East Meadow High School
East Meadow06.2016
Skills
- Branch Operations
- Customer Service
- Teammate Mentoring and Coaching
- Problem-solving
- Knowledge of Banking Compliance
- Sales
Languages
Malayalam
Professional Working
Certification
Notary Public
NMLS
Timeline
Customer Service Supervisor
Ridgewood Savings Bank
12.2024 - Current
Branch Operations Coordinator-Client Consultant II
New York Community Bank - Flagstar Bank
08.2023 - 12.2024
Branch Operations Coordinator - Float
New York Community Bank
04.2023 - 08.2023
Financial Services Associate
New York Community Bank
08.2021 - 04.2023
Bachelors -
Fordham University
High School Diploma -
East Meadow High School