Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Margarita Polanco

Sarasota

Summary

Driven and detail-oriented Retail Banking Specialist with a proven track record at Bank OZK of delivering exceptional client service, resolving complex issues, and driving customer retention. Skilled in high-value transaction management, regulatory compliance, and operational support, with a strong focus on accuracy and efficiency. Consistently building lasting client relationships, improving branch workflows, and playing a key role in the successful rollout of new banking initiatives. Bilingual in Spanish, with excellent communication, collaboration, and problem-solving abilities.

Overview

6
6
years of professional experience

Work History

Retail Banking Associate

Bank OZK
08.2023 - 06.2025
  • Processed customer transactions swiftly and accurately, ensuring compliance with banking regulations.
  • Assisted clients with account inquiries and resolved issues to enhance customer satisfaction.
  • Collaborated with team members to streamline daily operations and improve workflow efficiency.
  • Educated customers on banking products and services to promote informed decision-making.
  • Monitored account activity for discrepancies, escalating concerns as necessary to maintain security.
  • Developed strong relationships with clients, fostering loyalty and repeat business through excellent service.
  • Participated in branch meetings to discuss performance metrics and strategies for improvement.
  • Collaborated closely with other departments to streamline interdepartmental communication, resulting in improved efficiency across the organization.
  • Assisted in the successful launch of new banking products.
  • Managed high-value client relationships, ensuring continued loyalty and growth in business volume.
  • Maintained compliance with all regulatory requirements through diligent monitoring and timely reporting activities.
  • Handled various accounting transactions.
  • Managed a wide range of financial transactions while ensuring compliance with federal and institutional banking regulations.
  • Operated and maintained branch office equipment to support seamless daily operations.
  • Coordinated with internal departments promptly and effectively in daily operations.
  • Reviewed and processed large volume deposits, including high-value cash transactions, with a strong focus on accuracy, security, and audit trail documentation.
  • Responded to internal and external emails with clear understanding and professionalism to ensure timely client support and branch efficiency.
  • Applied knowledge of banking compliance and BSA/AML policies to identify suspicious activity and adhere to regulatory standards.
  • Participated in testing and rollout of new banking software and platforms, offering feedback and suggestions for improved usability and functionality.
  • Delivered personalized client service by identifying needs and recommending tailored banking solutions, contributing to customer retention and satisfaction.
  • Supported back-office operations, including document verification, check processing, and form preparation for specialized accounts (HSA, IRA, Trusts).
  • Collaborated with management and teammates to meet branch goals, improve workflow efficiency, and enhance customer experience.
  • Maintained confidentiality and security protocols when handling sensitive client data and financial information.

Executive Office Assistant

At Your Service Cleaning Group
12.2020 - 09.2022
  • Facilitated communication between departments to enhance workflow and information sharing.
  • Assisted in preparing reports and presentations for executive-level meetings.
  • Maintained office supplies inventory, streamlining procurement processes for efficiency.
  • Conducted research to support decision-making on various administrative projects.
  • Managed incoming correspondence, prioritizing urgent communications for timely responses.
  • Strengthened relationships between executives and stakeholders through diligent follow-up on action items from meetings or conference calls.
  • Safeguarded sensitive company information by establishing secure filing systems for confidential documents.
  • Improved internal communication by maintaining an up-to-date database of employee contact information and departmental assignments.
  • Ensured smooth daily operations with timely processing of invoices, expense reports, and purchase orders.
  • Supported the execution of company-wide initiatives by assisting in the development and distribution of internal communications materials.
  • Consistently met deadlines by prioritizing tasks effectively and efficiently using time management skills.
  • Handled confidential and sensitive information with discretion and tact.
  • Provided timely and professional support by addressing client questions and coordinating follow-up across multiple channels.
  • Used advanced software to prepare documents, reports, and presentations.
  • Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
  • Analyzed user feedback to identify trends and recommend system improvements for operational efficiency.
  • Maintained accurate records of support requests, tracking resolutions to streamline future responses.

Front of House Coordinator

Grove
07.2019 - 11.2019
  • Assisted in managing front desk operations and guest interactions.
  • Coordinated reservations and maintained accurate booking records.
  • Supported team in delivering exceptional customer service experiences.
  • Collaborated with staff to ensure a smooth check-in/check-out process.
  • Updated digital systems for tracking customer feedback and requests.
  • Contributed to team meetings by sharing insights on operational improvements.
  • Ensured seamless event execution with thorough planning, coordination, and oversight of all front-of-house activities.
  • Assisted management in planning special events, creating memorable experiences for guests.
  • Analyzed customer feedback and implemented strategies to improve customer satisfaction.
  • Developed and maintained relationships with vendors and other business partners to establish trust and build rapport.

Education

Sarasota Military Academy
Sarasota, FL

Bachelor of Arts - International Relations

University of South Florida
Tampa, FL
05-2027

Associate of Arts - Political Science

State College of Florida
Bradenton, FL
03-2024

Skills

  • Data entry
  • Bilingual in [Spanish]
  • Account security
  • Branch operations
  • Cash handling accuracy
  • Data entry efficiency
  • Credit analysis
  • Banking software proficiency
  • Client retention strategies
  • Customer education
  • Transaction processing
  • Financial planning
  • Consumer banking
  • Fraud prevention
  • Safety deposit access management
  • Business customer support
  • Customer service
  • Problem-solving
  • Teamwork and collaboration
  • Honest and dependable
  • Time management
  • Reliable and responsible
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Excellent communication
  • Organizational skills
  • Team leadership
  • Active listening
  • Verbal and written communication
  • Decision-making
  • Analytical thinking
  • Professionalism
  • Sorting and filing
  • Quality control
  • Payment processing

Languages

Spanish
Native or Bilingual

Timeline

Retail Banking Associate

Bank OZK
08.2023 - 06.2025

Executive Office Assistant

At Your Service Cleaning Group
12.2020 - 09.2022

Front of House Coordinator

Grove
07.2019 - 11.2019

Sarasota Military Academy

Bachelor of Arts - International Relations

University of South Florida

Associate of Arts - Political Science

State College of Florida

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