Kayla Lewis
Virginia Beach,VA
Overview
12
12
years of professional experience
Work History
Branch Operations Lead/Assistant Branch Manager
JPMorgan Chase & Co
08.2022 - Current
- Partners with Branch Manager to present an environment of exceptional experience for the team members and clients by; being inclusive, communicating effectively to encourage and enhance team morale, developing skills and knowledge around products and services
- Leads team by following/meeting operational standards including loss control, compliance, and audit standards using provided resources such as meeting guides, job aids, and planning calendars
- Coaches by providing on-the-spot feedback to enhance development and growth opportunities while holding team accountable to their own Individual Development Plans
- Handles client issues, collaborates with partners to find growth opportunities for business, ensuring all necessary tasks are planned and executed for the business day
Lead Teller/Universal Team Member
Wells Fargo
06.2013 - 08.2022
- Assist customers with their daily transactions and being a reference to expand their financial needs
- Expert customer service leader while assisting customers with concerns and escalating complaints
- Responsible for maintaining daily cash limits while adhering to policy and procedure
- Be accountable for operational excellence by processing transactions accurately
- Exemplify behaviors that ensure tellers are engaging customers through skillful use of teller conversation starters and resources to provide financial growth
- Introduced clients to the proper financial educator when necessary
- Mastered all products, services, and capabilities available to the customer including features, benefits, terms and costs
- Provided assistance to customers on utilizing and conducting business on mobile apps
- Supported service manager in conducting development and career aspiration with team members
- Built skills and proficiency on use of understanding complaints, conversation starters, and banker introductions modeling behavior as needed
- Conduct observations and provide feedback on use and understanding of complaints process, digital conversations, and banker/ partner introductions
- Partnership with superior personnel on branch fluctuations (schedules, branch supplies, shipments and delegation of task)
- Collaborate with partners as project manager on multiple rollouts each quarter ensuring completion and certification prior to deadlines
- Extensive knowledge around risk management and banks interest of mitigating fraud
- Transaction approver without any corrective action
- Mitigated risk, coached and developed team members without senior personal assigned to branch
Timeline
Branch Operations Lead/Assistant Branch Manager
JPMorgan Chase & Co
08.2022 - Current
Lead Teller/Universal Team Member
Wells Fargo
06.2013 - 08.2022
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