Merchy A. Santos
Brooklyn,NY
Summary
Senior banking executive with 20+ years of leadership in retail banking, branch operations, and client relationship management.Currently Branch Manager Vice President at JPMorgan Chase, overseeing a $670M+ portfolio of deposits and investments while leading and developing a team of licensed bankers.Proven track record of driving sales growth, operational excellence, and exceptional client experience, earning recognition as Top Branch for First-Time Investors YTD 2025 while maintaining strong risk and compliance standards.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
Work History
Branch Manager Vice President
JPMorgan Chase
Richmond Hill, USA
02.2023 - Current
- Lead, coach, and develop a team of six licensed bankers, strengthening sales effectiveness, investment conversations, and client relationship management.
- Manage a $670M+ portfolio of deposits and investments, implementing strategies to deepen client relationships, drive portfolio growth, and improve retention.
- Train and mentor licensed bankers on investment engagement, financial solutions, and regulatory compliance to enhance client outcomes and business performance.
- Champion a client-first service culture, ensuring consistent delivery of the Chase brand experience and high levels of customer satisfaction.
- Drive team performance through daily business briefings, strategic action plans, and targeted coaching that improves sales productivity and client engagement.
- Recognized as Top Branch for First-Time Investors YTD 2025 by expanding investment engagement through banker coaching and client education
Branch Manager II / AVP
Bank of America
Brooklyn, USA
11.2015 - 12.2022
- Managed overall branch sales, service, and operational functions while leading a team of associates and bankers.
- Implemented coaching strategies that improved sales productivity and customer service delivery.
- Educated staff on fraud detection, suspicious activity monitoring, and escalation protocols.
- Conducted due diligence reviews on high-risk accounts and collaborated with internal fraud and risk teams.
- Ensured all employees maintained up-to-date compliance training and regulatory adherence.
- Led daily business briefings, performance observations, and coaching sessions to drive results and team accountability.
Assistant Branch Manager
Citibank, N.A
New York, USA
03.2009 - 11.2015
- Progressed from Teller 7/05-12/06 to Universal Banker 12/06-2/09 while training for Financial Center Operations Manager (FCOM), gaining experience in client transactions, account servicing, operational controls, and branch procedures.
- Played a key role in opening a De Novo branch in 2012, ensuring compliance with banking guidelines and operational standards.
- Oversaw branch operations, audit readiness, and internal controls across market locations.
- Conducted KYC reviews and suspicious activity monitoring aligned with Patriot Act requirements.
- Managed sales floor activity, client traffic flow, and opportunity identification for product solutions.
- Reported operational results and audit findings to Area Operations leadership.
Education
Bachelor of Arts - Forensic Psychology
John Jay College of Criminal Justice
New York 01.2003 - 12.2006
Associate of Arts - Liberal Arts And Sciences
BMCC
New York 01.2001 - 12.2002
Skills
- Branch Sales, Service & Operations Leadership
- Portfolio Management & Client Relationship Development
- Team Leadership, Coaching & Performance Management
- Strategic Action Planning & Execution
- Customer Experience & Satisfaction Improvement
- Risk Management, Internal Controls & Regulatory Compliance
- AML, KYC & Financial Crime Awareness
- Retail Banking Product & Investment Sales
- Staff Training, Development & Talent Recruitment
Languages
Spanish, Professional Proficiency
Timeline
Branch Manager Vice President
JPMorgan Chase
02.2023 - Current
Branch Manager II / AVP
Bank of America
11.2015 - 12.2022
Assistant Branch Manager
Citibank, N.A
03.2009 - 11.2015
Bachelor of Arts - Forensic Psychology
John Jay College of Criminal Justice
01.2003 - 12.2006
Associate of Arts - Liberal Arts And Sciences
BMCC
01.2001 - 12.2002