Leticia Ruffolo
Oswego,IL
Summary
With a proven track record at Chase, exceling in client acquisition and relationship management, blending expert financial services knowledge with outstanding communication skills. Achievements include significantly enhancing client portfolios and satisfaction, underpinned by strategic selling and teamwork, demonstrating leadership in driving business growth and client loyalty. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
30
30
years of professional experience
Work History
Business Relationship Manager Sr. Deepening
JPMorgan Chase
01.2023 - Current
- Successfully manage, retain and deepen a portfolio of approximately 100 business clients in stable / mature stage with annual revenue greater than 5 million.
- Focus on deposit acquisition, product deepening, client retention and growth, and gaining referrals.
- Provide business deposit and cash management solutions,
- Manage business credit opportunities up to approximately $15 Million and provide support to branch-based business bankers on sizeable business credit deals as needed.
- Deliver an outstanding experience to Chase business clients by providing comprehensive and customized business banking solutions tailored to the financial needs and circumstances of their businesses.
- Provide a high-touch experience by building relationships and providing financial advice with a focus on client experience and risk management while deepening existing relationships and leveraging referrals to acquire new relationships.
- Leverage knowledge of diverse types of business, industries, markets, financial and economic concepts, as well as creative marketing technique, utilizing Chasse resources and materials to develop business network and prospects.
- Meet existing customers to review current services and expand sales opportunities.
Business Relationship Manager (RMII
JP Morgan Chase
04.2015 - 12.2023
- Acquire, manage, and retain a portfolio of business clients with annual revenue of $1-5Million
- Provide business deposit and cash management solutions and manage business credit opportunities up to $1.5 million.
- Providing comprehensive and customized business banking solutions tailored to the financial needs.
- Knowledge of business, finance, banking, credit, and risk management to identify, recommend, and promote solutions that that best serve the client and ensure the profitability of the portfolio.
- Regularly conduct in-person calls with prospects, centers of influence (COI's), and existing clients at their place of business.
- Disciplined relationships development process by identifying steps/ strategies necessary to effectively maintain and build relationships.
- Identify and purse potential new business clients, looking for ways to cultivate long-term, primary banking relationships.
- Identify the personal financial goals and needs of business clients, build collaborative relationships with partners across lines of business (Chase Wealth Management, Home lending, Branch Teams) to connect clients with specialists who can help meet their financial needs.
- Provide leadership by actively supporting your assigned branches and protecting the firm by following sound risk management protocols and adhering to regulatory requirements.
Bank Teller
American National Bank / First Chicago Bank
04.1994 - 03.2001
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Processed customer transactions promptly, minimizing wait times.
- Counted and packaged currency and coins.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Reconciled cash drawer and resolved discrepancies.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Sold and cross-sold bank products to new and existing customers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Maintained friendly and professional customer interactions.
- Monitored and verified suspicious activity on customer accounts.
Small Business Banker
JPMorgan Chase
05.2013 - 04.2015
- Increased small business client satisfaction by providing tailored financial solutions and exceptional customer service.
- Conducted comprehensive financial reviews for new and existing clients, identifying opportunities for growth and improvement.
- Provided expert guidance on cash management services to optimize clients'' daily operations and liquidity management.
- Managed a diverse portfolio of 100+ all business clients, ensuring their unique financial needs were met efficiently and effectively.
- Established strong relationships with small business owners, earning trust as a reliable financial advisor.
- Generated new business leads through networking events, referrals from satisfied customers, and proactive outreach efforts.
- Developed a reputation as a trusted advisor by consistently exceeding customer expectations and providing sound financial guidance tailored to each client's unique needs.
- Collaborated with branch partners to cross-sell banking products and services, increasing overall revenue for the bank.
- Developed strategies to increase deposit growth by offering competitive products and services tailored to small business needs.
- Enhanced operational efficiency by streamlining processes related to account opening, loan origination, and customer service inquiries.
- Met with existing clients and prospects through personal calling efforts and other contacts to discuss business needs.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Educated customers on online banking and mobile banking applications.
- Executed wire transfers, stop payments and account transfers.
- Referred customers to other banking departments for specialized services.
- Cross-sold credit cards, loans and other bank products.
Personal Banker
Bank One, NA / Chase Bank
02.2003 - 05.2013
- 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.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Cross-sold bank products and services to meet customer needs and provide options.
- Enhanced client retention with proactive follow-ups and timely resolution of account issues.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Monitored customer accounts to detect irregularities or suspicious activity.
- Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
- Explained account terms and conditions to customers.
- Verified customer identity and reviewed documentation for accuracy.
Sales and Service Manager
Bank One, NA
03.2001 - 02.2003
- Developed a high-performing sales team of 8 bankers through effective coaching, mentoring, and performance management.
- Increased sales revenue by implementing innovative strategies and fostering strong relationships with clients.
- Streamlined internal processes for increased efficiency, improving overall team performance and productivity.
- Facilitated collaboration among team members by promoting open communication channels and providing ongoing feedback.
- Enhanced customer satisfaction rates by delivering exceptional service and promptly addressing concerns.
- Established clear communication channels between sales and service departments to ensure seamless coordination in meeting customer needs.
- Launched targeted promotions that attracted new customers and increased repeat business from existing clientele.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
Education
Business Administration
North Central College
Naperville, ILFine Arts
College of DuPage
Glen Ellyn, ILTriton College
River Grove, ILSkills
- Customer Relationship Management
- Excellent Communication
- Professionalism
- Self-Motivated
- Reliability
- Problem-solving abilities
- Teamwork and Collaboration
- Product Recommendations
- Overcoming Objections
- New Business Development
- Sales proficiency
- Loans
- Risk Management
- Client acquisition
- Product Knowledge
- Written and verbal communication
Accomplishments
10 times National Achiever from 2002-2012
Languages
Spanish
Full Professional
Timeline
Business Relationship Manager Sr. Deepening
JPMorgan Chase
01.2023 - Current
Business Relationship Manager (RMII
JP Morgan Chase
04.2015 - 12.2023
Small Business Banker
JPMorgan Chase
05.2013 - 04.2015
Personal Banker
Bank One, NA / Chase Bank
02.2003 - 05.2013
Sales and Service Manager
Bank One, NA
03.2001 - 02.2003
Bank Teller
American National Bank / First Chicago Bank
04.1994 - 03.2001
Business Administration
North Central College
Fine Arts
College of DuPage
Triton College