Karen Mateo
Philadelphia,PA
Summary
Dedicated banker proficient in setting up new customer accounts, adhering to security protocols, and assisting with audits. Well-organized with strong relationship-building, time management, and documentation skills. Successful at minimizing risk, increasing accuracy, and maximizing revenue with a hands-on style and extensive knowledge of banking operations. Strong interpersonal skills with a talent for effectively addressing concerns. Ready to leverage several years' experience in related roles to excel in a dynamic position with your company.
Overview
16
16
years of professional experience
Work History
Relationship Banker
Santander Consumer USA Bank
Philadelphia, PA
06.2022 - 01.2025
- Open personal and business accounts; consumer checking, small business, various deposit products, home equity, unsecured lending, and certificates of deposits
- Acquire new customers through outbound phone calling, and in person business prospecting
- Manage assigned Private Clients by meeting with them in person and over the phone to build long-lasting relationships
- Discover financial needs and refer to specialist such as financial advisors, mortgage bankers, and business relationship managers
- Work closely with fraud team managing online banking fraud and check fraud
- Replacing stolen compromised debit cards, filling claims and completing affidavits
- Resolve customer service issues and perform account maintenance requests for customers as needed, while also recommending and promoting the bank's digital banking services
- Ensure compliance with operational, risk, security, and audit procedures and policies including appropriate documentation of client interactions
- Perform monthly, and quarterly audits of teller drawers, vault and ATM
- Oversee teller transactions, approving vault to teller transfers, and providing overrides when needed
- Executed strict opening and closing procedures to protect 10 employees and bank assets
- Work closely with leadership team to ensure regulatory compliance standards are met by all staff
- Knowledge of ATM, Debit card (Reg E), Check (Reg CC), VISA and STAR rules, regulations, and procedures
Bartender
Harrahs Casino And Resort
Chester, PA
01.2022 - 06.2022
- Managed bar area, cocktail design and menu and handled inventory, regulation compliance, and customer relationships.
- Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Balanced daily registers and generated sales reports for management.
Universal Banker
WSFS Bank
Philadelphia, PA
09.2019 - 01.2022
- Processed daily client transactions including deposits, withdrawals money transfers, wires, loan payments and cashier's checks
- Balance cash drawer, vault settlements, and ATM handling
- Opened new personal and business accounts, submit loan applications including unsecured lending and home equity lines of credit
- Educated customers regarding their financial needs and recommend appropriate products and services through in-person interactions
- Assist customers with replacing lost and stolen debit card, disputes, and fraud
- Listened for clues for financial wellness opportunities during client conversations and referred clients to investment bankers as needed
- Insured customer satisfaction with 100% positive customer survey feedback
- Obtained NMLS License
Assistant Manager
Verizon Wireless
Philadelphia, PA
05.2012 - 10.2018
- Delivered excellent customer service, address customers inquiries and resolved complaints
- Train staff in customer service and technical aspects
- Displayed a high level of accountability for all retail function and responsibility for communicating and implementing the company visions through directing the day-to-day activities of the entire store staff
- Leverage exceptional leadership skills to not only build my sales team but also developed and coach them for success
- Completed weekly balancing, company policies, customer needs, and staff availability
- Continuously raise the bar and drove our sales team to achieve Verizon Wireless standards of performance excellence
- Worked closely with district manager to assist other store locations in inventory control and training
Medical Assistant
KENSINGTON HOSPITAL
Philadelphia, PA
02.2010 - 12.2011
- Conducted preliminary evaluations including measuring weight, temperature and blood pressure, documented results with accuracy
- Manage phone calls per policy and service expectations for all of the customers on the phone and those in the clinic
- Identified and followed through on 100% of prior authorization, referrals, and medication refills
- Organized 3000 plus patient records for recording medical history vital statistics and scanning related documents
- Collaborated with seven doctors to ensure availability of appropriate programs and services to patients
Sales Associate
T-Mobile
Philadelphia, PA
10.2008 - 09.2010
- Led the store in meeting and exceeding quota and revenue targets for net activations, customer renewals, accessories, handsets, and enhanced services on a monthly basis
- Drove both individual and team sales performance results by proactively implementing sales techniques and sharing techniques with the team
- Accurately processed customer transactions, audits, and reconciled daily cash receipts
- Maintained and grew existing customer base and managed churn
- Contacted existing customers for contract renewals, various data, accessory, and handset upsell opportunities
- Demonstrated equipment functions and network capability
- Ensured customer satisfaction and resolved all customer issues and concerns in a timely manner
- Attended all applicable training and meetings
Education
Associate of Science - Health And Science
Pennsylvania Institute of Technology
05-2014
Skills
- Relationship building and management
- Sales management
- Credit assessment
- Cash flow management
- Loan origination
- Scheduling employees
- Store opening and closing
- Team recruitment
- Staff development
- Lead generation
- Sales strategy implementation
- Medical office administration
- Clinical operations
- Medical terminology proficiency
Languages
Spanish
Native/ Bilingual
Timeline
Relationship Banker
Santander Consumer USA Bank
06.2022 - 01.2025
Bartender
Harrahs Casino And Resort
01.2022 - 06.2022
Universal Banker
WSFS Bank
09.2019 - 01.2022
Assistant Manager
Verizon Wireless
05.2012 - 10.2018
Medical Assistant
KENSINGTON HOSPITAL
02.2010 - 12.2011
Sales Associate
T-Mobile
10.2008 - 09.2010
Associate of Science - Health And Science
Pennsylvania Institute of Technology
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