KAREN CARTER
San Antonio,TX
Summary
An enthusiastic and dedicated individual pursuing a management position with an established financial institution to use superior customer service, strong work ethics, and interpersonal skills. Results-oriented Assistant Branch Manager with extensive experience developing high net worth client relationships and referral networks. Top-performer with track record of consistently meeting or exceeding sales goals. Talented at educating customers on banking services and products and recommending best options to meet long- and short-term needs.
Overview
11
11
years of professional experience
Work History
ASSISTANT BRANCH MANAGER
Generations Federal Credit Union
San Antonio, TX
09.2023 - 09.2024
- 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.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Supervised team of 8 branch employees and made recommendations regarding performance evaluations.
- 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.
- Developed strong relationships with key clients, contributing to significant growth in business revenue.
AVP, ASSISTANT BRANCH MANAGER II
CITIZENS BANK
Laguna Hills, CA
04.2021 - 07.2023
- Provided high-quality customer service by delivering 'The Citizens Experience' that met or exceeded all policies, operations, and service-related responsibilities
- Collaborated with banking staff to support the business financial center and customer service program objectives
- Maintained thorough product knowledge of all existing and newly introduced products, services, and programs
- Followed with and stayed abreast of all policies and procedures including federal and state laws applicable to bank services to minimize losses, defalcations, and service representative differences
- Increased customer service satisfaction by responding to and resolving customer inquiries and complaints while managing demanding situations promptly and efficiently
- Prepared and submitted monthly control and center reports promptly
- Supported the service manager with daily operations relating to non-interest expense accounts, operating losses, service representative differences, and verified employee overtime and compensation
- Conducted annual performance reviews for all non-exempt associates and assisted discovery and preparation for disciplinary action
- Performed secure opening and closing procedures following bank policy and procedures.
- Successfully resolved complex customer complaints, demonstrating empathy and professionalism throughout the process.
- Maintained excellent client relations, resulting in increased referrals and repeat business.
TELLER MANAGER II
US BANK
05.2013 - 07.2019
- Responsible for building new relationships with potential customers to increase bank revenue
- Prepared monthly account reconciliation and assisted in monthly closing procedures
- Prepared journal entries relating to daily transactions and submitted monthly reports on time
- Reconciled financial discrepancies by collecting and analyzing account information
- Met monthly and quarterly sale goals established by senior management
- Balanced daily and prepared monthly cash shipment schedule for the main vault
- Performed as lead contact in the absence of senior management
- Established training procedures, mentored new tellers, and provided input on annual performance reviews.
- Fostered a positive work environment by promoting teamwork, collaboration, and open communication among staff members.
- Pursued new retail and commercial account growth to enhance bank's market position.
Education
ASSOCIATE IN ACCOUNTING -
UNIVERSITY OF PHOENIX
Skills
- Excellent communication skills, both verbal and written
- Strong knowledge of and attention to detail of bank processes and record-keeping
- Ability to effectively collaborate with senior management and other team members
- Team Development
- Business Development
- Operations Management
- Banking
- Operational Efficiency
- Staff Management
- Relationship building and management
- Regulatory Compliance
- Decision-Making
Accomplishments
- Repeatedly received recognition from superiors for excellence in service.
- Accomplished 191% of targeted growth goals in a newly established banking branch in one year of operations through sales coaching to support business development.
- Cultivated financial relationships with local business through sales calls and referrals resulting in an increase of investment sales by 127% year-over-year.
- Collaborated with conducting in-depth analysis of account activities and customer behaviors surrounding ATMs, online transfers, and counterfeit checks preventing $1ook in monthly fraudulent activity and losses
Timeline
ASSISTANT BRANCH MANAGER
Generations Federal Credit Union
09.2023 - 09.2024
AVP, ASSISTANT BRANCH MANAGER II
CITIZENS BANK
04.2021 - 07.2023
TELLER MANAGER II
US BANK
05.2013 - 07.2019
ASSOCIATE IN ACCOUNTING -
UNIVERSITY OF PHOENIX