MARCELLA COPPOLA
Simpsonville,SC
Summary
Dynamic banking professional with extensive experience at Wells Fargo, excelling in sales and customer service. Proven track record in developing strategic financial solutions and fostering client relationships. Bilingual in Italian, with exceptional communication skills and a strong sense of banking ethics, driving revenue growth and enhancing customer satisfaction.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Premier Banker
Wells Fargo
Clemson, SC
11.2023 - Current
- Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
- Networked in community, obtained referrals from customers and used sales techniques such as cold calling to increase business.
- Helped customers understand and use mobile applications and online banking.
- Implemented strategies to meet sales targets for banking products, including loans, credit cards, and savings accounts.
- Created strategic financial solutions to suit individualized client needs.
- Resolved customer complaints in a timely manner, while maintaining positive relationships with clients.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Developed and maintained strong relationships with customers to ensure loyalty and repeat business.
Relationship Banker
Wells Fargo
Greenville, SC
12.2022 - 11.2023
- Expanded customer relationships by maintaining regular follow-up processes and rapport.
- Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Exercised judgment when dispensing information to maintain confidentiality of sensitive information.
- Created strategic financial solutions to suit individualized client needs.
- Expanded client base through consistent product promotion and sales strategy.
- Recommended innovative alternatives to generate revenue and reduce unnecessary costs.
- Profiled customers effectively to identify needs and match bank products.
- Supported current and prospective customers with personalized banking services.
- Made deposits and withdrawals, collected payments and processed cash orders.
- Advised customers on bank products, services and financial planning options.
- Identified financial needs of customers and presented appropriate product and service options.
- Educated customers on options for managing financial transactions by leveraging technology, tools and resources.
- Resolved discrepancies concerning customers' accounts, improving client satisfaction.
- Collaborated with mortgage and wealth management partners to assist customers with specialized needs.
- Modified, opened and closed customer accounts.
- Completed loan servicing procedures to assess compliance with bank and regulatory terms and conditions.
- Integrated marketing promotions and programs into conversations to educate and inform customers.
Personal Banker
Wells Fargo
Venice, FL
07.2021 - 12.2022
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Followed operational standards, promoting security, risk management and compliance.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Educated customers on variety of retail products and digital solutions, enhancing customer experience.
- Assisted and advised customers on using online and mobile banking systems.
- Maintained position of trust and responsibility by keeping customer business confidential.
- Expanded customer relationships by maintaining regular follow-up processes and rapport.
- Met with customers to analyze financial needs and maximize sales opportunities.
- Used product knowledge and abilities to execute consumer loans and other services.
- Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
Universal Associate Banker
JPMorgan Chase
Nokomis, FL
03.2021 - 07.2021
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
- Entered member transaction data into online banking software.
- Adhered to financial services security and audit procedures.
- Liaised between bank branches regarding best practices and operations.
- Managed opening and closing times for main branch.
- Acted as pivotal point of contact between bank branches regarding guidelines and practices.
- Opened new customer accounts, including checking, savings and lines of credit.
- Balanced daily cash deposits and vault inventory with zero error rate.
Resident Liaison/Event Coordinator
Lighthouse Properties
Venice, FL
05.2019 - 11.2019
- Controlled and managed document processes by reviewing files, records and critical information to confirm accuracy and ensure compliance with company policies and procedures.
- Created PowerPoint presentations used for business development.
- Coordinated daily and weekly schedules and monthly calendar
- Communicated with vendors to place and receive orders, request maintenance services and deliver instruction on behalf of office management.
- Created and maintained spreadsheets and developed administrative and logistical reports.
- Maintained thorough, accurate and compliant records for internal and regulatory audits.
- Coordinated general maintenance and major repairs to keep facilities operational and attractive.
- Conducted background checks on applicants.
- Settled tenant and resident conflicts in the most effective manner possible.
- Assessed events planning services and related costs.
- Initiated negotiations with vendors and subcontractors to maintain event budget.
- Organized event logistics, such as scheduling, budget development and management, staffing and communicating with clients in regards to event needs.
- Designed contracts, collected fees and booked venues for events.
- Organized luncheons, dinners, conferences and special events for residents f a large community.
- Organized venues, budgets, guest lists, catering and event timelines.
- Scheduled and booked reservations, managed transportation and secured venues for events for residents.
Customer Service Specialist
Verizon Wireless
Greenville , SC
03.2018 - 08.2018
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Directed all inbound calls in phone queues to improve call flow
- Assisted customers in making payments on accounts, setting up payment plans when eligible.
- Documented conversations with customers to track requests, problems and solutions.
- Automated office operations while managing client correspondence, record tracking and data communications.
- Reviewed customer data to assess current issues and determine potential solutions.
- Recommended improvements to products and services to mitigate complaints.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
Leasing Specialist
Cottonwood Residential
Greenville, SC
10.2017 - 03.2018
- Maintained in-depth knowledge of competition through consistent evaluation of market conditions and trends.
- Conducted apartment tours for potential tenants and answered any questions.
- Handled customer complaints personally to verify they were properly handled.
- Responsible for all office functions on a daily basis
- Responsible for meeting/exceeding lease goals
Branch Manager
JP MORGAN CHASE
, New York
02.2005 - 09.2008
- Responsible for staff performance evaluations Responsible for employee development Responsible for Business retention and growth Responsible for business cold calling on possible prospects Responsible for all daily administrative duties Responsible for meeting/exceeding branch sales and retention goals Responsible for closing Mortgage and Home Equity loans, Business leasing application Managed staff of 7 plus employees.
Branch Manager
Green Point Bank
Massapequa, NY
07.2003 - 02.2005
- Produced sales by executing complete sales cycle process from prospecting through contract negotiations and close.
- Worked with regulatory representatives to complete accurate filings and maintain compliance.
- Oversaw branch team with 5 customer service representatives and 3 personal bankers and implemented training for all new employees.
- Developed annual branch business plan for maximum profitability and effectiveness.
- Maximized branch revenue by optimizing daily operations.
- Planned and coordinated risk mitigation strategies to protect company assets.
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
Call Center Supervisor
Chase Manhattan
Hicksville, NY
09.2002 - 07.2003
- Reduced process lags and effectively trained staff on customer satisfaction protocols and first call resolution best practices.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
- Streamlined operational efficiencies by accurately conducting new hire interviews and assisting management with employment decisions.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Communicated policy updates and information to team to enhance goal efficiency.
- Guided employees through routine and complex administrative situations with decisive but motivational approach.
- Evaluated employee job performance and motivated staff to improve productivity.
Branch Manager
Washington Mutual
New York, NY
02.2002 - 04.2002
- Adhered to all federal and state compliance guidelines for retail mortgage lending.
- Mentored staff to increase sales success and productivity.
- Developed annual branch business plan for maximum profitability and effectiveness.
- Assisted senior-level credit officers with complex loan applications.
- Produced sales by executing complete sales cycle process from prospecting through contract negotiations and close.
- Planned and coordinated risk mitigation strategies to protect company assets.
- Maximized branch revenue by optimizing daily operations.
- Recruited and hired new branch employees.
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
- Consistently increased sales by developing key customer relationships.
- Implemented annual performance appraisals for all branch staff.
- Developed standard operating procedures.
Assistant Manager
M & T Bank
Brooklyn , NY
02.2001 - 03.2002
- Produced monthly sales and performance reports, supporting operational planning and strategic decision making.
- Maintained positive work ethic and commitment to providing excellent service to improve operations efficiency and customer satisfaction.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Supervised 6+ tellers
- Processed daily teller transactions with accuracy.
Education
Some College (No Degree) - BUSINESS ADMINISTRATION
Nassau Community College
Skills
- Extensive PC navigation
- Proficient in MS Office,
- Fluent in Italian some Spanish
- Excellent verbal and communication skills
- Personable
- Team player
- Sales and marketing
- Skilled multi-tasker
- Flexible schedule
- Excellent communication skills
- MS Office proficient
- Bilingual in Italian
- Strong sense of banking ethics
- Cash dispenser operation
- Exceptional customer service
- Risk management evaluation background
- International funds transfer process expertise
- Safe and vault operation
- Reliable
- Flexible
- Practiced knowledge of bank security systems
- Sales expertise
Personal References
Dave Feliciano, Secretary Fraternal order of Police, Anderson County Cell: (917)834-7898 (acquaintance ) Wendy Jarvis, Detective NYPD Office: (917) 691-2126 (acquaintance )
Languages
Fluent in Italian and some Spanish
Additional Information
- ACTIVITIES AND HONORS Volunteer for the Greenville County School District Rotary of Cornwall July 2003-February 2005 Rotary of Massapequa JULY 2003-September 2003 Volunteered in United Way September 2002-July 2003
Certification
- Licensed in SC 6 63 life 65
Timeline
Senior Premier Banker
Wells Fargo
11.2023 - Current
Relationship Banker
Wells Fargo
12.2022 - 11.2023
Personal Banker
Wells Fargo
07.2021 - 12.2022
Universal Associate Banker
JPMorgan Chase
03.2021 - 07.2021
Resident Liaison/Event Coordinator
Lighthouse Properties
05.2019 - 11.2019
Customer Service Specialist
Verizon Wireless
03.2018 - 08.2018
Leasing Specialist
Cottonwood Residential
10.2017 - 03.2018
Branch Manager
JP MORGAN CHASE
02.2005 - 09.2008
Branch Manager
Green Point Bank
07.2003 - 02.2005
Call Center Supervisor
Chase Manhattan
09.2002 - 07.2003
Branch Manager
Washington Mutual
02.2002 - 04.2002
Assistant Manager
M & T Bank
02.2001 - 03.2002
Some College (No Degree) - BUSINESS ADMINISTRATION
Nassau Community College
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