Michelle Mercier
Summary
Dynamic leader with a proven track record at Citizens Bank, excelling in customer relationship management and risk mitigation. Leveraged creative thinking and analytical skills to surpass sales goals and enhance client satisfaction. Fostered team collaboration and relationship building, achieving significant improvements in operational efficiency and customer loyalty.
Driven banking professional with expertise in building relationships and retaining small business customers. Successful analyzing accounts and current packages in order to propose updates and correct problems. Good communication, multitasking and planning abilities.
Overview
16
16
years of professional experience
Work History
Banker
Citizens
01.2022 - Current
- Developed and maintained strong customer relationships, providing exceptional service and advice including high valued accounts.
- Collaborated with team members and branch partners (including wealth management ) to consistently meet or exceed sales targets and objectives as a top performing branch
- Mentored junior bankers, enhancing their skills in customer service and financial analysis for career progression.
- Identified customer financial needs through in-person efforts, cold calls, referrals, and marketing while providing strong product knowledge and quality service.
- Delivered comprehensive financial guidance through regular consultations with clients, cultivating trust and loyalty over time.
- Demonstrated expertise in diverse banking platforms, consistently staying updated on industry trends and product offerings to better serve clients.
Branch Manager
Citizens Bank
10.2019 - 01.2022
- Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity while reaching branch sales targets
- Maintained consistent customer satisfaction ratings by standardizing customer experiences with accurate transaction processing, personalized banking solutions and tailored service recommendation to meet individual financial goals - Recognized as The top Regional Leader of Customer Satisfaction Surveys
- Resolved complex customer issues efficiently, collaborating with relevant departments when necessary for prompt resolution of problems encountered during banking transactions.
Assistant Branch Manager
Citizens Bank
09.2018 - 10.2019
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
Relationship Banker
Citizens
05.2015 - 09.2018
- Achieved excellent customer satisfaction ratings by addressing concerns and financial needs promptly and professionally, demonstrating empathy and excitement throughout interactions.
- Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies..
- Provided exceptional service through accurate and efficient management of teller line duties while building rapparee throughout transactions.
- Delivered comprehensive financial guidance through regular consultations with clients, cultivating trust and loyalty over time.
- Displayed knowledge and proficiency in explaining, selling and administering products and referred customers to appropriate resources to deepen customer relationships/
- Assisted branch manager in meeting sales targets by executing various marketing strategies and initiatives.
Teller - Teller Manager
Citizens Bank
06.2008 - 05.2015
- Fostered a positive work environment by promoting teamwork, collaboration, and open communication among staff members.
- Contributed to the achievement of branch sales goals through targeted marketing efforts focused on attracting new customers while retaining existing clientele.
- Evaluated employees' performance and offered recommendations for improvement to enhance operations efficiency.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
Education
Skills
- Building customized solutions
- Creative thinking
- Relationship building
- Educating clients
- Resourcefulness
- Risk mitigation
- Analytical thinking
- Customer relationship management
- Meeting sales goals
- Team collaboration
- Building customized solutions
- Consultative sales
Timeline
Banker
Citizens
01.2022 - Current
Branch Manager
Citizens Bank
10.2019 - 01.2022
Assistant Branch Manager
Citizens Bank
09.2018 - 10.2019
Relationship Banker
Citizens
05.2015 - 09.2018
Teller - Teller Manager
Citizens Bank
06.2008 - 05.2015
Similar Profiles
Nekia MitchellNekia Mitchell
Teller/Vault Custodian at CitizensTeller/Vault Custodian at Citizens
LaPatrick Washington-Sutton, BSLaPatrick Washington-Sutton, BS
Sr. Desk Adjuster at CitizensSr. Desk Adjuster at Citizens
Shamarrah GoodmanShamarrah Goodman
Teller Admin at CitizensTeller Admin at Citizens