Liz Poma Arce
New Rochelle
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
25
25
years of professional experience
Work History
Senior Personal Banker
Citibank
New York
07.2023 - Current
- In conjunction with the Branch Manager, drive team success by providing input on branch planning; identifying and setting priorities for the week/day; leading daily routines; assisting with new hire onboarding; and managing performance through consistent feedback and activity-based coaching.
- Act as a change champion by adopting new technologies, capabilities, and processes quickly and visibly; actively influence team members to do the same
- Act as the Branch Manager's delegate when needed; this may include handling client escalations, conducting daily proof processes to ensure adherence to operational requirements, and investigating controllable losses among branch staff.
- Drive client satisfaction through delivery of an exceptional client experience, acquire new relationships and deepen existing relationships through the presentation of relevant products and services; coach team members to do the same
- Grow your assigned book of business by leveraging inbound and outbound interactions with new and existing clients to share the Citi value proposition, uncover stated and unstated client needs and transform service transactions into sales/referral opportunities
- Deepen existing client relationships by investing time getting to know your clients, transforming these learnings into meaningful recommendations, and staying connected beyond the point of sale
- Leverage phone, e-mail, and video channels to perform regular customer outreach including outbound sales, follow ups on pending recommendations and services, and proactive check-ins; maximize the effectiveness of these calls through appropriate planning and prioritization
- Represent Citibank as a brand ambassador, an expert on Citi’s products and their benefits and an educator on digital innovations; recognize transaction needs of clients and educate clients on digital channels for self-service
- Cultivate relationships with partners, including Small Business, Home Lending, and Personal Wealth Management, enabling you to fulfill or provide appropriate referrals to meet client needs.
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets, by driving compliance with applicable laws, rules, and regulations, adhering to policy, applying sound ethical judgment regarding personal behavior, conduct, and business practices, and escalating, managing, and reporting control issues with transparency.
- Understand and comply with Citibank policies, standards, and procedures to ensure the security of the Bank's and clients' assets.
Senior Preferred Banker
First Republic Bank
Scarsdale
09.2022 - Current
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Achieved or exceeded personal sales goals on consistent basis.
- Developed and maintained relationships with customers and assisted in generating sales opportunities.
- Built positive and productive customer connections to drive consistent sales.
- Discussed client financial options to keep customers informed regarding transactions.
- Educated customers on variety of retail products and digital solutions, enhancing customer experience.
- Expanded customer relationships by maintaining regular follow-up processes and rapport.
- Cultivated relationships with partners to fulfill or provide appropriate referrals for clients.
Personal Banker II
Citi
Rye
09.2000 - 09.2022
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
Skills
- Opportunity Identification
- Client Acquisition and Retention
- Banking Policies and Procedures
- Issues Resolution
- Attention to Detail
- Customer Service
- Verbal and Written Communication
- Cross-Selling and Upselling
- Relationship Building
- Balance Verification and Reconciliation
- Product and Service Sales
- Quality Control
- Account Services
- Honest and Dependable
- Customer Service-Oriented
- Discrepancy Resolution
- Bank Deposits
- Problem-Solving
Timeline
Senior Personal Banker
Citibank
07.2023 - Current
Senior Preferred Banker
First Republic Bank
09.2022 - Current
Personal Banker II
Citi
09.2000 - 09.2022