Kristen McGovern

• Resolved complex customer inquiries, demonstrating exceptional problem-solving skills and customer service expertise.
• Collaborated with branch team members to ensure seamless execution of daily operations and optimal customer experience.
• Conducted financial reviews for customers, identifying opportunities for cross-selling additional products and services.
• Ensured compliance with all regulatory requirements, protecting both the bank''s reputation and its customers'' interests.
• Strengthened client relationships through consistent follow-ups and proactive communication.
• Cross-sold bank products and services to meet customer needs and provide options.
• Maintained friendly and professional customer interactions.
• Executed wire transfers, stop payments and account transfers.

• Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
• Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
• Improved customer satisfaction by providing personalized banking solutions and exceptional service.
• Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
• Boosted sales of bank products through effective cross-selling and up-selling techniques.

• Assumes responsibility of Branch Manager in absence of Branch Manager, managing customer experience, operations and sales activities, and employee development.
• Assist with training, role play, and coaching staff to consistently provide quality service to maximize customer satisfaction.
• Create environment conducive to developing long lasting relationships with customers
• Maximize customer satisfaction by delivering quality service.
• Engage customers to deepen relationships and gauge customer satisfaction
• Have strong understanding of Bank’s internal consumer and business products and services.
• • Understand and listen to our customers and deliver appropriate consumer and business solutions.
• Is able to competently and confidently teach self-service options to customers
• Participate in branch activities planned by Branch Management.
• Completed scheduling of branch personnel to ensure adequate staffing for maximum customer service and daily operations functions.
• Ensure timely and accurate completion of various monthly audits, certifications, proofs, reconciliations, reports, and other duties as assigned in accordance to policy.
• Practice and display behaviors which are focused on achieving individual and branch goals.
• Open new accounts and related products/services; debit card, direct deposit, etc.
• Perform all teller related duties; including maintaining a cash drawer.
• Perform all activities related to processing of various types of accounts and ensure compliance with application regulations, policies, and procedures.
• Compliance with all Bank Secrecy Act regulations, Customer Identification Program and know your customer requirements.
• Promote security and safety of all employees and customers by complying with internal Security Program.
• Remain current and implement all bank policies and procedures in a timely manner, including Code of Conduct.
• Participates in business development efforts as assigned
• Working within Bank policy, preserve security of all Bank assets
• Responsible to ensure branch is opened and closed in compliance with procedures.
• Supervise vault operations, other cash drawer operations, and various areas of branch adhering to dual control procedures.
• Maintain confidentiality of customer information by complying with Privacy Policy. Comply with established policies and procedures when responding to inquiries and requests.
• Handle customers with unique situations or in conflict with bank policies or procedures to ensure positive customer results.
• Knowledge and understanding of Human Resource policies as set forth by the Bank.
• Assist in other areas of the bank/branch as assigned

• Consistently provide quality customer service

• Ability to evaluate and identify financial needs and present appropriate products/services to meet these needs.

• Opens new accounts and related products/services; debit card, direct deposit, etc.

• Processes all financial transactions; cash/check deposits, withdrawals, etc.

• Participate in branch activities planned by Branch Management.

• Practice behaviors that are focused on achieving individual and team goals.

• Possess the ability to identify customers’ financial needs and cross-sell bank products and services to meet those needs. Advise customers on promotional products and services.

• Perform all teller related duties, including managing a cash drawer.

• Perform all activities related to the processing of various types of accounts and ensure compliance with applicable regulations, policies and procedures.

• Perform all activities related to the servicing and processing of IRA’s.

• Serves as a point person to answer internal and external inquiries on the topic of bank products and services, transactions, and internal policies and procedures.

• Involved with daily proof of the ATM, replenish cash using dual controls. Ensure the ATM is in working order and adequate supplies are available for customer use.

• Maintain confidentiality of customer information by complying with the Privacy Policy.

• Prepare documents for special services such as ACH transactions and wire transfers.

• Assist branch management and/or conduct monthly audits, certifications, proofs, reconciliations, filing, scanning, and other duties as assigned

• Assumes responsibility to open/close branch independent of other branch management.

• Assumes responsibly to override transactions

• Assist in other areas of the bank/branch as assigned.