Laura Benitez

Development & Coaching

• Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.
• Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
• Assessed employee performance and developed improvement plans.
• Met deadlines by proactively managing individual and team tasks and streamlining processes.
• Supported coordination of benefits open enrollment activities and process.
• Updated Human Resources Information System (HRIS) database, maintained data accuracy and assisted with system changes.

Business Development

• Generated financial and operational reports to assist management with business strategy.
• Submitted loan applications to underwriter for verification and recommendation.
• Identified process inefficiencies through gap analysis and outlined sensible solutions.
• Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.

Customer experience

• Maintained friendly and professional customer interactions.
• Improved business direction by prioritizing customers and implementing changes based on collected feedback.
• Evaluated client financial positions and identified most appropriate banking products.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Offered advice and assistance to customers, paying attention to special needs or wants.

Risk Management

• Resolved various issues impacting sales management and business operations.
• Executed analysis of risks and identified risk mitigation strategies.
• Forecasted trends and recommended improvements based on financial risk analyses.
• Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.

Employee engagement

• Trained employees on proper procedures and strategies to improve productivity.
• Maintained scheduling for main branch to keep shifts appropriately staffed.
• Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.
• Assessed employee performance and developed improvement plans.
• Engaged employees in business processes with positive motivational techniques.
• Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
• Maintained branch files for major accounts, investments and employees.

Operations & Risk Management

• Set up and supervised cash shipments.
• Completed daily Bank Secrecy Act reports.
• Performed monthly compliance checks.
• Gathered and reviewed customer feedback to improve operations.
• Complied with regulatory guidelines and requirements.
• Completed filings and upheld strict compliance with regulatory agencies and supervisors.

Customer Service:

• Increased client and supplier satisfaction by solving complex issues with efficient resolutions.
• Maintained friendly and professional customer interactions.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Introduced customers to other bank team members to help meet financial needs.
• Created teller schedule to keep weekly and weekend shifts properly staffed.
• Identified potential needs through observation, questioning and listening.
• Mentored newly hired team members on appropriate responses to patron questions.
• Established rapport with new clients to increase satisfaction and loyalty.

• Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
• Educated customers on use of banking website and mobile apps.
• Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
• Identified sales opportunities and referred customers to branch partners in financial services.
• Stocked supplies for customers and personal teller station.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.