Lisa Kachapila Zamba
Upper Marlboro,MD
Summary
Dynamic and attentive Personal Banker specializes in retail banking, customer service and account management. Driven to help clients make responsible and financially beneficial decisions. Knowledgeable of branch operations and financial products to best support company and customers. Reliable, top-notch sales associate with outstanding customer service skills and relationship-building strengths. Dedicated to welcoming customers and providing comprehensive service. In-depth understanding of sales strategy and merchandising techniques. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
Work History
Personal Banker
PNC Bank
01.2024 - Current
- Utilizing strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisting customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintaining compliance with bank policies and regulations while executing various financial transactions for customers.
- Generating new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improving customer satisfaction by providing personalized banking solutions and exceptional service.
- Promoting financial products by maintaining excellent service offering knowledge.
- Delivering comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Exceeding individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Cross-selling bank products and services to meet customer needs and provide options.
- Boosting sales of bank products through effective cross-selling and up-selling techniques.
- Enhancing client retention with proactive follow-ups and timely resolution of account issues.
- Processing customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Contributing to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Leveraging advanced knowledge of banking products/services to deliver custom presentations that effectively addressed unique client needs.
- Working closely with management to strategize sales techniques to increase branch production and customer service.
- Collaborating with branch team members to achieve monthly sales targets and improve overall performance.
- Supporting managers in implementing operational improvements that increased efficiency across the branch network.
- Streamlining daily operations, ensuring accurate transaction processing and efficient customer service delivery.
- Expanding customer base by consistently meeting referral goals through networking events and community outreach initiatives.
- Following up with customers to gather feedback and provide additional assistance.
- Training new personal bankers, elevating team performance and service quality.
- Streamlining loan application processes, reducing wait times and improving client experience.
- Conducting regular portfolio reviews with clients, aligning financial strategies with changing needs and goals.
- Optimizing account management practices, leading to improved client retention rates.
- Achieving recognition for outstanding customer service, setting benchmark for colleagues.
- Conducting comprehensive needs assessments to match clients with optimal banking products, boosting customer satisfaction.
- Adapting quickly to new banking regulations, ensuring compliance and mitigating risks.
- Facilitating workshops on financial literacy for clients, empowering them with knowledge for better financial decisions.
- Increasing branch revenue by cross-selling banking products tailored to individual client needs.
- Resolving client disputes with empathy and efficiency, restoring confidence in banking services.
- Negotiating favorable terms for clients in loan restructuring, providing financial relief.
- Implementing financial strategies that significantly reduced client debt levels.
- Responding to customer inquiries regarding new accounts and account services.
- Verifying customer identity and reviewed documentation for accuracy.
- Presenting new and additional products and services to existing customers.
- Interviewing customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
- Maintaining customer records and updated account information.
- Explaining account terms and conditions to customers.
- Monitoring accuracy of customer information in system.
- Keying customer contact information and payment data into system carefully observing corporate confidentiality procedures.
- Providing customers with additional information regarding account services.
Teller Associate
Wells Fargo
05.2023 - 01.2024
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Provided customer records, account statements and copies of checks.
- Reconciled cash drawer and resolved discrepancies.
- Counted and packaged currency and coins.
- 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.
- Assisted customers with banking needs and inquiries.
- Maintained friendly and professional customer interactions.
- Handled various accounting transactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Established rapport with new clients to increase satisfaction and loyalty.
- Educated customers on online banking and mobile banking applications.
- Received loan and utility payments, sending funds to correct destinations.
- Referred customers to other banking departments for specialized services.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Trained new hires on customer service policies and procedures.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Monitored and reported suspicious activity in line with bank security policies.
- Assisted with training of new tellers on policies and procedures.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
Assistant Front End Manager
Giant Food Stores
06.2022 - 03.2023
- Independently managed store operations between daytime and nighttime hours, acting as key leader and liaison among teams and various departments throughout the store; responsible for closing and/or opening the store, as part of a varied schedule that changes on a weekly basis
- Partnered with department management to prioritize and delegate tasks and ensure the Front End/customer checkout operations runs efficiently, monitoring the business and customer traffic throughout the store, managing the right number of open checkout lanes and running register when necessary to reduce customer wait time
- Managed performance of a team of Customer Service employees, providing resources, training, feedback, and development opportunities
- Provided Incredible Customer Service to customers and employees alike, acting as a champion throughout the store for our values and standards
- Quickly reacted to situations that arose, partnering with store leadership to problem solve operational challenges
- Participated in and/or lead special projects and assignments across the store with the goal of bringing employees together and enhancing the Company culture
Cashier Team Lead
Giant Food
06.2021 - 06.2022
- Trained team members on cash register operation and cash handling
- Communicated with customers and team members to solve problems
- Operated POS cash register and equipment to collect payments
- Led opening and closing procedures and conducted cashier drops, cash control, and vault monitoring
- Generated routine reports and professional correspondence
- Assisted customers by answering questions and fulfilling requests
- Restocked and organized merchandise in front lanes
- Mentored new team members on POS system operation, customer service strategies and sales goals.Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
Education
Accounting And Finance
Prince George's Community College
05.2025
Skills
- Building Customer Relationships and Exceeding Customer Expectations
- Loyalty
- Computer Proficiency and Microsoft Office
- Retail Metrics and Goals
- Merchandise Receiving and Handling
- Merchandising and Display
- Adaptable and Flexible
- Merchandise Recommendations
- Cash drawer balancing
- Adaptable to change
- Fraud detection capabilities
- Team collaboration
- Customer confidentiality
- Computer literacy
- Relationship building
- Customer service excellence
- Currency conversion knowledge
- Cash handling expertise
- Banking product knowledge
- Multitasking capabilities
- Banking Policies and Procedures
- Fraud prevention
- Sales expertise
- Interpersonal Skills
- Relationship building and management
- Issues Resolution
- Financial Advising
- Account Maintenance
- Financial product knowledge
- Regulatory Compliance
- Opportunity Identification
- Account Management
- Loan Processing
- Professional Appearance
- Teller Support
- Rapport Building
- Financial Planning
- Cross-Selling and Upselling
- Sales strategy
- Accounting and Finance
- Investment Advisory
- Banking operations knowledge
- Time Management
- Active Listening
- Decision-Making
- Records Maintenance
- Account updating
- Multitasking Abilities
- Documentation
- Teamwork and Collaboration
- Team building
- Self Motivation
- Goal Setting
- Professionalism
Timeline
Personal Banker
PNC Bank
01.2024 - Current
Teller Associate
Wells Fargo
05.2023 - 01.2024
Assistant Front End Manager
Giant Food Stores
06.2022 - 03.2023
Cashier Team Lead
Giant Food
06.2021 - 06.2022
Accounting And Finance
Prince George's Community College