Jose Pena
Sarasota,FL
Summary
Client focused, self-motivated, and multi-skilled professional with a proven ability to effectively create and maintain relationships between the organization and its clients. An adept banking professional with excellent leadership and team-building skills, and thorough understanding of bank procedures and compliance.
Overview
13
13
years of professional experience
Work History
Assistant Branch Manager
Northfield Bank
04.2017 - Current
- Manage and direct the overall branch activities to reach established revenue goals for growth and profitability.
- Support the expansion of existing business and development of new business across all bank products lines.
- Develop relationships with top customers and maintain knowledge of the customer's banking needs and their service expectations.
- Promote community relations for the branch through representation in the community organizations.
- Maintain an up-to-date knowledge of the bank's product offerings.
- Handle all staffing arrangements and ensure that employees are adequately trained and coach on product knowledge and selling techniques.
- Ability to negotiate, take decision action, solve problems, and make decisions independently.
- Monitor daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Supervised team of 11 branch employees and made recommendations regarding performance evaluations.
Assistant Branch Manager
Fulton Bank
09.2015 - 04.2017
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Conducted financial due diligence on potential investments and acquisitions.
Teller Supervisor
PNC Bank
01.2014 - 09.2015
- Managed high-value clients’ portfolio
- Served as a mentor to branch personnel to build small business knowledge and customer acquisition
- Authorized, approved, and researched transactions, performed overrides, approved check holds, and made check cashing decisions
- Opened checking and savings accounts, CDs, IRAs, and processed loan applications
- Identified and met client needs by cross-selling products and referrals to a personal banker
- Responsible for branch risk and operational soundness
- Delivered Legendary services through appropriate product, service, and channel recommendation to customers
- Served as a valued branch teammate, achieved mutual objectives, and leveraged peer networks
- Oversaw staff training initiatives, ensuring all tellers were knowledgeable about products, services, and operational procedures.
Financial Sales Consultant
PNC Bank
08.2011 - 01.2014
- Expanded business banking customer relationships by identifying needs and maximizing opportunities
- Utilize cross sell channels and worked with internal partners to grow the business portfolio
- Guided customers through troubleshooting, navigating the bank’s website, and encouraged the use of additional resources
- Reviewed and explained account charges and assisted clients who were victims of theft, fraud, or identity theft
- Maximize knowledge of all products and services to efficiently meet client needs
- Managed and resolved customer complaints
- Conducted follow-ups with new and existing members through outbound calls and business development activities
Education
Business Administration
Berkeley College
Skills
- Customer Experience
- Management Skills
- Retail, commercial, and investment banking expertise
- Problem Solving Skills
- Confidentiality & ethical in all aspects of the job
- Performance management
- Training & Development
- Excellent interpersonal skills
- Participation and community building
- Strong sales and business development acumen
Awards
Certificate of Excellence – Maintaining high standards of Sales and Service-2023, Commitment to Customer Service Award-Consistently delivered exceptional customer service -2022, Understanding Service Performance-2014, Achievement Award (P & L Growth)-2014, Consumer Loan & Mortgage Units-2014
Languages
Spanish
Full Professional
Timeline
Assistant Branch Manager
Northfield Bank
04.2017 - Current
Assistant Branch Manager
Fulton Bank
09.2015 - 04.2017
Teller Supervisor
PNC Bank
01.2014 - 09.2015
Financial Sales Consultant
PNC Bank
08.2011 - 01.2014
Business Administration
Berkeley College
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