Lucy Roque

Bank Branch Manager

Huntington National Bank

Chicago, Illinois

09.2013 - 12.2022

Managed daily operations of branch to ensure efficient service delivery.
Supervised staff performance and provided training for skill enhancement.
Developed strategic plans to improve branch customer engagement and retention.
Resolved customer inquiries and complaints to enhance satisfaction levels.
Managed staff scheduling, hiring and training processes.
Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
Managed and inspired team members to perform to full potential, driving branch profitability.
Conducted regular performance reviews for all employees in the branch.
Monitored financial performance of the branch on a monthly basis.
Provided guidance and support to team members regarding problem resolution and customer service issues.
Planned work schedules to maintain adequate staffing levels.
Resolved escalated customer complaints in a timely manner.
Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
Assigned duties to employees and examined work for accuracy, neatness and timeliness.
Developed strategies to increase customer satisfaction and loyalty.
Verified cash by balancing cash drawers and maintaining cash count records.
Disciplined employees to encourage compliance with company policies and procedures.
Facilitated weekly meetings with staff members to discuss progress on current initiatives.
Established and built customer relationships through targeted outreach and initiatives.
Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
Performed regular audits of financial records in order to ensure accuracy.
Assisted other branches when needed during peak periods or special projects.
Supported outside sales force in servicing and obtaining new business.
Participated in community events to promote brand awareness.
Implemented internal control procedures to minimize risk exposure and maximize profitability.
Analyzed data to identify trends related to products, services, customers and markets served by the branch.
Reviewed loan applications to ensure accuracy and compliance with regulations.
Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
Provided feedback on employee performance evaluations conducted by supervisors.
Maintained consistent growth in accounts and receivables by obtaining and retaining loan borrowers.
Coordinated promotional campaigns for new products or services in order to boost sales revenue.
Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
Created financial management mechanisms to minimize financial risk to business.