KATTY PUELLO

• Develops talent, including proactive sourcing of candidates.
• Manages client traffic, engaging and appropriately routing clients, and fostering client retention.
• Manages business results through formalized management routines and coaching.
• Creates a world class client experience environment.
• Drives operational excellence by engaging employees on business strategy.
• Manages organizational priorities and effective execution.

• Gain in-depth knowledge of client’s financial life priorities and connect them to the bank solutions that meet their financial goals.
• Lead a team and operate as a business owner by observing and coaching team and individual performance to collectively meet goals, establishing action plans as applicable.
• Create and implement strategies for expanding the customer base, growing existing accounts, and increasing sales.
• Train and lead a team and ensure all staff members are meeting bank standards for customer service and adhering to all applicable federal laws and banking regulations.
• Challenges end-to-end process efficiency and effectiveness, champion data driven decision-making and removes obstacles to optimize operations.
• Contributes to enterprise strategy and influence messaging to connect team contributions to business purpose, results, and success
• Inspects and challenges risk controls, governance and culture to ensure the timely identification, escalation, debate and remediation of risk across the organization.
• Coaches to sustain and elevates organizational performance while differentiating to ensure pay for performance.
• Efficiently allocates and manages resources across the organization to drive short and long term profitability.
• Inspects and manages the health of the bench to ensure succession for the organization, while supporting enterprise talent needs.
• Mobilizes organizational resources to deliver the full range of the bank’s capabilities to meet client needs and to gain competitive advantage.

• Supports the Branch Manager by overseeing the efficient operation of the branch, ensuring operational functions are being properly performed by staff in accordance with established policies, procedures, and controls of the Bank.
• Assists with the review of client onboarding documentation for new and existing Business/consumer accounts.
• Ensures all documentation is consistent with the Bank’s procedures.
• Oversees all operational issues and branch-related matters in an effective manner, making sound business decisions.
• Provides supervision, coaching, and mentoring to teller and platform staff, to reinforce positive behaviors; assist with the development of staff in sales, service, and operational functions.
• Supervises the day-to-day operational functions of the teller unit and platform areas of the banking floor.
• Identifies and mitigates operational risk to ensure ongoing adherence with compliance procedures; implements action plans to improve operational controls and mitigates controllable losses while optimizing the customer experience.
• Oversees compliance functions including reconcilements, audits, reporting, controls, records management, approvals, and opening/closing procedures, ensuring all security procedures are strictly followed.

• Develops talent, including proactive sourcing of candidates.
• Manages client traffic, engaging and appropriately routing clients and fostering client retention.
• Manages business results through formalized management routines and coaching.
• Creates a world class client experience environment.
• Manages market-level initiative prescribed by market leaders.
• Drives operational excellence by engaging employees on business strategy.
• Manages organizational priorities and effective execution.
• Model an inclusive environment for employees and clients, aligned to company goals.
• Demonstrate deep process knowledge, operational excellence, and innovation through a focus on simplicity, data-based decision making and continuous improvement.
• Communicate enterprise decisions, purpose, and results, and connect to team strategy, priorities, and contributions.
• Ensure proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
• Provide inspection, coaching and feedback to motivate, differentiate and improve performance.
• Deliver results by effectively prioritizing, inspecting and appropriately delegating teamwork.

• Deliver the full spectrum of business and personal financial solutions to meet client’s needs and help make their financial lives better.
• Partner closely with financial center employees as part of one team that delivers exceptional client care. Acquire and deepen small business relationships through face-to- face meetings.
• Connect with clients through outbound telephone calls and execute consistent follow-up routines to meet their needs.
• Build a quality external network of business relationships within the small business banking community.
• Leverage the power of the company by working closely with internal and external partners to take advantage of the full capabilities of the bank.
• Provide small business-related guidance to financial center associates through hurdles and team meetings.
• Effectively balance sales performance, operational risk, and client relationship care.
• Partnership with other specialists, from lending officers to financial solutions advisors.

• Deepening relationships by connecting customers to sales specialists and offering appropriate financial solutions and services to both individual and small business clients.

• Accountable for building client relationships by analyzing their financial information to determine recommendations and strategies for meeting client's financial objectives.
• Managing customer books of business and conducting daily outbound calls to generate business.
• Demonstrating strong knowledge in all consumer credit options with the client.
• Work with business credit requests less than $250K, recognize/refer larger lending opportunities and cross sell treasury and related small business products.
• Provide Tellers and other branch staff with coaching and guidance on products and special programs, identifying client needs, and providing appropriate referrals.
• Recognize transaction needs of clients, educate clients on all service and digital channels and leverage technology/ marketing tools available to uncover opportunities, and present product offers/financial solutions.
• Working very closely with the Loan Officer, Financial Advisor, and business banker to provide the best solutions for the customers.
• Coordinating with branch manager and given leadership to encourage self-motivation during daily huddles.

• Serve as the first point of contact for clients and provide a positive first impression through friendly and efficient customer service.
• Perform efficient and accurate banking transactions including managing cash supply for the branch, incoming/outgoing cash deposits, and maintaining branch vault cash.
• Identify referral opportunities for new products and services based on the client's financial goals.
• Educate clients on digital and self-service opportunities offered by the Bank.
• Adhere to bank policies, operational controls, and regulatory procedures to ensure the safety and security of client and bank assets.
• Ensure all client needs are met and effectively manage client issues/concerns, escalating as needed.
• Maintain working knowledge of client accounts as well as new and existing products and services offered.
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.

• Support customer engagement by processing teller transactions, sharing digital solutions, and making appropriate introductions to bankers.
• Complete operational activities while minimizing risks under established policies.
• Perform routine transactional, operational, and customer support tasks efficiently through knowledge of bank procedures and products, as well as partners across the organization.
• Receive direction from managers and exercises judgment within defined policies and procedures.
• Escalate questions and issues to more experienced roles.
• Interact with customers and individuals to demonstrate care, build relationships, and complete requested transactions.
• Identify information and services to meet customers' financial needs.