Lori Grimes
Andalusia,AL
Summary
Proven leader in banking operations with a track record of enhancing customer satisfaction and streamlining processes in the banking industry. Leveraged expertise in MS Office and exceptional relationship-building skills to mentor staff and improve branch efficiency. Achieved significant improvements in client retention and operational compliance, showcasing a blend of hard and soft skills critical for advancing customer service excellence and team productivity.
Overview
24
24
years of professional experience
Work History
Branch Operations Coordinator
Wells Fargo
Andalusia, AL
08.2019 - 09.2024
- Conducted regular audits to ensure compliance with company policies and industry regulations.
- Improved branch efficiency by streamlining processes and procedures for daily operations.
- Facilitated timely resolution of customer complaints, enhancing client satisfaction rates significantly over time.
- Organized office operations and procedures.
- Boosted employee retention by fostering a positive work environment and providing ongoing support and training.
- Assisted Branch Operations Manager with ad-hoc tasks.
- Enhanced customer satisfaction through effective communication and prompt resolution of issues.
- Mentored junior staff members, contributing to their professional growth within the company substantially.
- Built rapport with clients by consistently providing exceptional service leading to repeat business.
- Effectively managed risk by implementing strategies aligned with corporate guidelines.
- Coordinated staff scheduling, ensuring adequate coverage during peak hours and holidays.
- Maintained friendly and professional customer interactions.
- Complied with regulatory guidelines and requirements.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Complied with established internal controls and policies.
Branch Banker II
BB&T Bank
Andalusia, AL
10.2012 - 03.2019
- Delivered exceptional service through effective communication skills, empathy towards clients'' needs, problem-solving abilities, and attention to detail in daily tasks.
- Optimized branch performance by analyzing key metrics and implementing targeted action plans.
- Strengthened client relationships, offering tailored financial advice to meet individual needs.
- Improved customer satisfaction by providing personalized banking solutions and efficient service.
- Ensured compliance with bank policies and regulatory requirements to maintain a secure environment.
- Successfully resolved escalated customer complaints resulting in improved reputation management and retention rates.
- Mentored junior bankers, fostering professional growth and development through coaching sessions.
- Managed branch operations for seamless transactions and excellent customer experiences.
- Achieved performance goals regularly by monitoring progress towards sales targets and implementing strategies to maximize branch revenue generation.
- Built strong rapport with clients for long-lasting relationships by understanding their financial goals and recommending suitable solutions.
- Reduced teller error rates through thorough training programs focused on accuracy when handling cash transactions.
- Maintained strict adherence to internal audit protocols ensuring full compliance in all aspects of branch operations including security measures related to vault access controls and dual control procedures.
- Developed new business opportunities through participation in community events, networking, and referrals from satisfied customers.
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
- Identified customer desires and goals through needs-based sales tactics.
- Presented products and services to customers using in-depth knowledge to answer questions.
- Counted currency, coins and checks in cash drawer, night depository and ATM.
- Collected cash and checks for deposit or processed withdrawals by examining checks for endorsements, verifying amounts, inputting into computer systems and printing receipts.
- Assisted customers with account opening procedures as well as ongoing maintenance requests such as address changes or periodic account reconciliations.
- Investigated and resolved account issues by offering applicable options to customers.
- Supported tellers by processing transactions involving money orders, cashiers checks and payments.
Teller Supervisor
Wells Fargo
Andalusia, AL
02.2001 - 08.2012
- Managed teller schedules, ensuring adequate staffing levels during peak business hours.
- Oversaw staff training initiatives, ensuring all tellers were knowledgeable about products, services, and operational procedures.
- Counted cash drawers and made bank deposits.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Provided exceptional customer service during high-volume periods, demonstrating professionalism under pressure.
- Conducted regular performance evaluations for teller staff, identifying areas for improvement.
- Assisted in recruiting new tellers, conducting interviews and making hiring recommendations based on candidate qualifications.
- Examined tellers' reports of daily transactions for accuracy.
- Collaborated with management to establish branch goals, developing strategies to achieve them.
- Maintained compliance with all regulatory requirements, regularly reviewing policies and procedures.
- Increased team productivity with regular coaching and performance feedback sessions.
- Improved cross-selling success through targeted training and employee incentives.
- Coordinated with other departments to address complex customer issues, resulting in timely resolution.
- Enhanced customer satisfaction by efficiently resolving issues and addressing inquiries.
- Boosted overall branch performance by developing strong relationships with customers and providing personalized service.
- Reduced errors by implementing strict audit procedures and monitoring daily transactions.
- Researched and resolved customer issues on personal savings, checking, and line of credit accounts.
- Fostered a positive work environment by promoting open communication and collaboration among team members.
- Implemented new processes to streamline cash handling procedures, reducing risk of loss or theft.
- Oversaw daily branch operations, ensuring compliance with all banking regulations and policies.
- Led by example, demonstrating exceptional customer service and problem-solving skills to guide team behavior.
- Counted, verified and handled bank deposits and armored car transactions.
- Established rapport with new clients to increase satisfaction and loyalty.
Education
Business
LBW Community College
Andalusia, ALHigh School Diploma -
Andalusia High School
Andalusia, AL05.1991
Skills
Excellent work ethic
Customer Service
Team Player
Attention to Detail
Excellent time management skills
Customer Relationships
Friendly
Relationship building and management
Proficient in MS Office
Multitasking
Timeline
Branch Operations Coordinator
Wells Fargo
08.2019 - 09.2024
Branch Banker II
BB&T Bank
10.2012 - 03.2019
Teller Supervisor
Wells Fargo
02.2001 - 08.2012
Business
LBW Community College
High School Diploma -
Andalusia High School