Luz Duran

• Supervised, trained, and scheduled Teller I/II staff while conducting daily cash counts, vault and ATM balancing, and end-of-day settlement to ensure operational efficiency.
• Perform full range of teller operations including deposits, withdrawals, loan payments, cashier's checks, and new account support with zero-difference drawer performance
• Authorized signer for large cash transactions, official checks, wire reviews, and hold overrides within assigned limits per bank policy and Regulation CC
• Ensured compliance with BSA/OFAC and fraud prevention protocols by reviewing and reporting suspicious activity to management, contributing to risk management.
• Managed daily operations in branch manager's absence in branch manager's absence, opening/closing branch and securing negotiable items.

• Greet customers, process payments efficiently, ensure prompt service, maintain cleanliness, and support kitchen staff.
• Streamlined order processing through optimizing the POS system has resulted in quicker transactions and enhanced customer satisfaction.
• Processed customer payments at food prep register using POS system
• Prepared food orders following food prep station instructions
• Greeted customers and answered questions about menu items

• Handled 50-80 inbound calls daily from account holders, addressing various issues like balances, transactions, fraud alerts, and loan payments.

• Resolved customer issues, including disputed charges, locked cards, online banking access, and account maintenance, while adhering to bank policy.

• De-escalated upset customers and resolved complaints to prevent account closure.

• Utilized security protocols to verify customer identity, safeguarding against fraud and complying with federal regulations such as the Bank Secrecy Act (BSA).

• Cross-sold bank services when appropriate and referred qualified leads to branch specialists.