Mona S. Nelson

• Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
• Maintained friendly and professional customer interactions.
• Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
• Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
• Developed strong relationships with clients, resulting in increased loyalty and repeat business.
• Managed daily branch operations for optimal productivity and customer satisfaction.
• Trained employees on proper procedures and strategies to improve productivity.
• Performed monthly compliance checks.
• Collaborated with senior management to create strategic plans for future branch growth and expansion.
• Improved branch efficiency by streamlining operations and implementing new processes.
• Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
• Overhauled outdated operational procedures to increase branch effectiveness and reduce errors.
• Organized staff schedules to ensure adequate coverage during peak business hours while maintaining employee satisfaction.
• Contributed to ongoing process improvements that led to increased efficiency across various aspects of branch operations.
• Oversaw inventory management processes, ensuring accurate records and timely reordering for optimum stock levels.
• Maintained compliance with industry regulations, minimizing risk exposure for the company through diligent oversight of operations.
• Met deadlines by proactively managing individual and team tasks and streamlining processes.
• Increased client and supplier satisfaction by solving complex issues with efficient resolutions.
• Monitored financial transactions to detect any suspicious activity or potential fraud.
• Streamlined communication between departments, improving collaboration efforts within the company as well as problem-resolution times.
• Enhanced customer experience by providing exceptional service and addressing concerns promptly.
• Assisted in the recruitment process, selecting top talent to join the team and contribute to the success of the organization.
• Completed daily Bank Secrecy Act reports.
• Complied with regulatory guidelines and requirements.
• Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
• Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
• Analyzed business processes to identify cost savings and operational efficiencies.
• Established internal audit procedures to validate and improve the accuracy of financial reporting.
• Checked payroll, vendor payments, commissions, and other accounting disbursements for accuracy and compliance.
• Reviewed historical records, current operational data, and forecasting information to identify and capitalize on system enhancement opportunities.
• Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
• Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
• Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
• Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
• Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
• Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
• Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
• Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
• Implemented rigorous risk management protocols, safeguarding against potential financial threats.
• Fostered a culture of excellence and accountability, resulting in the branch consistently exceeding performance targets.
• Fostered a culture of excellence and accountability, resulting in the branch consistently exceeding performance targets.
• Cultivated lasting relationships with high-value clients, securing their loyalty through exceptional service and advice.
• Pioneered adoption of mobile banking services, expanding customer access and convenience.
• Ensured exceptional customer service, resolving issues swiftly to maintain trust and satisfaction.
• Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
• Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.

implementation problem-solving with, among Services As the coordinator of deposits and lending client services, I ensure that all operations adhere to the policies and procedures established by Enterprise Bank and Trust. The role involves educating clients about banking products and services and empowering them to enhance their financial situations.

I am responsible for overseeing scheduling, staffing, and task assignments to optimize operational efficiency and effectiveness, following the directives of the Branch Manager. I actively coach and motivate branch employees, fostering a culture emphasizing cross-selling and providing essential training to improve team performance.

I consistently refer client's business partners, including mortgage officers and treasury management, to guarantee comprehensive support. I establish clear sales objectives through regular team meetings and implement strategic initiatives to drive success.

By engaging directly with clients and representatives from related industries, I promote the expansion of service offerings and identify cross-selling opportunities. I am committed to meeting individual sales targets and supporting the Branch Manager in achieving our collective branch goals.

I confidently represent Enterprise Bank & Trust in various community activities and ensure the timely and accurate preparation of branch reports. I take an active role in addressing errors by conducting thorough reviews and identifying training opportunities for team development.

I provide prompt and professional assistance to clients, effectively resolving their concerns. Additionally, I conduct required Office of Foreign Assets Control (OFAC) screenings and ensure full compliance with Bank Secrecy Act (BSA) regulations, including Currency Transaction Reports (CTR) and Suspicious Activity Reports (SAR).

As the supervisor for a team of branch employees, I offer constructive feedback regarding performance evaluations, fostering a culture of growth and excellence within our team. As the key coordinator for deposits and lending client services, I champion the policies and procedures laid out by Enterprise Bank and Trust. I am dedicated to educating our clients on banking products and services that can significantly enhance their financial well-being.

In my role, I proficiently manage scheduling and staffing, strategically assigning tasks and prioritizing completion in alignment with our institution’s standards and the directives of the Branch Manager. With a focus on leadership, I actively coach, motivate, and inspire branch employees to engage in cross-selling our diverse products and services, while providing necessary training to empower their success.

I facilitate valuable referrals to our business partners, including mortgage officers, treasury management, and investment services. Regular meetings with individuals and teams allow me to set ambitious sales goals and create a culture of achievement.

I am committed to working closely with clients and industry leaders to assess and promote enhanced and expanded service offerings. I proactively identify and seize cross-selling opportunities for our products and services and provide training when needed to ensure our team is prepared to meet client needs.

My focus on meeting individual sales goals aligns with my support for the Branch Manager in achieving broader branch objectives. I proudly represent Enterprise Bank & Trust in community engagements, showcasing our commitment to service. I take charge of preparing branch reports and ensure that they are completed accurately and punctually.

Through thorough review and investigation of any errors, I uphold accountability while identifying training and coaching opportunities that foster growth. I readily accept additional duties assigned by the Branch Manager, even if it requires stepping into temporary roles at other branches.

I prioritize delivering prompt, professional, and courteous assistance to our clients, effectively addressing their concerns and resolving issues to their satisfaction. Ensuring that our service levels consistently meet or exceed client expectations is my top goal.

I conduct all required Office of Foreign Assets Control (OFAC) screenings diligently and ensure compliance with the Bank Secrecy Act (BSA) regarding Currency Transaction Reports (CTR) and Suspicious Activity Reports (SAR).

Leading a team of 6 branch employees, committed to providing constructive recommendations for their performance evaluations, driving success.
Coordinates deposits, lending client services functions per policies and procedures, principles established by Enterprise Bank and Trust

• Educate clients on banking products and services that will enhance their financial position.
• Responsible for part if not all of the duties and responsibilities involved in scheduling and staffing, assignment of duties, and priorities of completion under policies and procedures established by the banking institution and directly assigned by the Branch Manager
• Coach, lead, and motivate branch employees, promote participation in cross-sales of products and services, and provide training where applicable.
• Include. Referring clients to other business partners, mortgage officers, treasury management, and Investment Services.
• Regularly meets with individuals and teams to establish and reinforce sales.
• Works directly with clients, external persons, and representatives of associated industries to evaluate and promote improved and expanded service areas
• Promotes and recognizes cross-sales opportunities of products and services, and provides training where applicable.
• Responsible for meeting individual sales goals as well as assisting the Branch Manager in achieving branch goals
• Represent and Promote Enterprise Bank & Trust in community activities
• Directs the preparation of branch reports
• Ensures branch reports and tasks are completed promptly, with accuracy
• Reviews and research errors and ensures accountability of those involved as well as recognizing training and coaching opportunities.
• Perform other duties delegated by the Branch Manager including temporary assignments to other branches.
• Responsible to provide prompt, professional, helpful, knowledgeable, and courteous help to clients
• Investigate client concerns, research, and finalize a resolution
• Ensures, that goals meet the expectations of clients' service results
• Performs required OFAC screens, as outlined
• Send a positive match to the BSA Group requirements
• Comply with BSA CTR and SAR
• Supervised a team of 5 branch employees and made recommendations regarding performance evaluations.Grammarly contributed to this text by responding to these AI prompts:
  
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• Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication among 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.
• Responded to customer concerns, working with the manager to significantly raise customer satisfaction ratings.
• Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
• Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
• Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
• Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
• Built rapport with account holders by reaching out with product recommendations and account updates.
• Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
• Supervised a team of five branch employees and made recommendations regarding performance evaluations.
• Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
• Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
• Implemented process improvements to increase productivity.
• Reviewed credit applications for risk factors and creditworthiness.
• Managed risk effectively through strict adherence to compliance guidelines, minimizing financial losses due to fraud or errors in transactions.
• Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
• Collaborated with other departments within the bank to resolve complex issues efficiently, ensuring seamless service delivery to customers.
• Implemented targeted marketing strategies that attracted new customers while retaining existing ones leading to an overall increase in branch footfall.
• Improved teller accuracy by implementing standardized cash handling procedures and conducting regular audits on cash drawers.
• Streamlined branch operations for increased efficiency through theimplementation of new processes and procedures.
• Developed strong relationships with key clients, contributing to significant growth in business revenue.
• Led monthly team meetings focusing on progress updates, goal-setting sessions, best practices sharing, and collaborative problem solving.
• Demonstrated knowledge of branch financial products, loans and lines of credit.
• Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
• Played a key role in growing the branch's loan portfolio through proactive client outreach and relationship management efforts.
• Developed and managed employee schedules, balancing individual requests and requirements with business needs.
• Conducted regular performance evaluations for staff members, providing constructive feedback for professional development and growth.
• Maintained friendly and professional customer interactions.
• Complied with regulatory guidelines and requirements.
• Consulted with customers to boost product sales and services.
• Examined customer loan applications for loan approvals and denials.
• Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
• Submitted loan applications to an underwriter for verification and recommendation.
• Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.

• Manage teller line operations, including sales, cash flow, auditing, compliance, and vault reconciliations
• Led supervised and trained a team of six to ten tellers
• Help to train Assistant Branch Manager on teller operations
• Act as an internal auditor, strive to continually improve and refine operations, ensuring optimal services and support members
• Assist branch members by processing monetary transactions
• This includes verifying and conducting deposits, allotting funds towards loan payments, credit card transactions, ordering checks, and answering account questions
• Resolving member complaints and correcting teller errors
• Providing feedback through coaching sessions
• Facilitating Teller Meetings, WIG Commitment Meetings
• Scheduling staff in the branch
• Managing the branch in the absence of the Branch Manager and Assistant Branch Manager
• Ensure that the branch is current on alarm codes and other compliance issues.
• Striving to develop employee's sales and service skills that build integrity and a trusting relationship with our members
• Create a motivating environment that encourages tellers to perform at their best
• Developing the team to achieve monthly and annual referral goals
• Managed teller schedules, ensuring adequate staffing levels during peak business hours.
• Oversaw staff training initiatives, ensuring all tellers were knowledgeable about products, services, and operational procedures.
• Counted cash drawers and made bank deposits.
• Maintained strong knowledge of bank products, services, procedures, and regulatory requirements to assist staff members with questions and difficult or complex tasks.
• Provided exceptional customer service during high-volume periods, demonstrating professionalism under pressure.
• Conducted regular performance evaluations for teller staff, identifying areas for improvement.
• Assisted in recruiting new tellers, conducting interviews, and making hiring recommendations based on candidate qualifications.
• Examined tellers' reports of daily transactions for accuracy.
• Assisted in recruiting new tellers, conducting interviews, and making hiring recommendations based on candidate qualifications.
• Collaborated with management to establish branch goals, develop strategies to achieve them.
• Collaborated with management to establish branch goals, develop strategies to achieve them.
• Maintained compliance with all regulatory requirements, regularly reviewing policies and procedures.
• Promoted the bank's products and services by consistently cross-selling to customers.
• Streamlined teller operations for improved accuracy and efficiency in transaction processing.

• Managed daily operations of 20 employees including scheduling and performance reviews
• Developed tracking reports to monitor team's performance, resolve concerns
• Direct and coordinate collections activities within assigned departments, ensuring external client satisfaction
• Assist Unit Manager with managing workload, assignments, tasks, projects, and recognizing production goals
• Maintain an adequately trained collection staff to handle current production goals within the department
• Monitor and ensure productions goals and quality of work are being achieved by the staff
• Provide coaching and development through informal observation and formal monitoring, including monitoring telephone calls, voice and emails and conducting side by sides
• Provide performance feedback to staff members
• Including maintaining required documentation regarding performance and training/development
• Escalate inventory accounts to Unit Manager
• Assist Unit Manager with follow up calls to clients or provide other resolution actions as needed
• Aid staff on individual accounts issues
• Meet with Unit Manager to review and address issues that surfaced
• Discuss the results of weekly Rap sessions
• Prepare daily and weekly reports as needed
• Monitor and manage the dialer to perform at optimum levels

• Provide leadership skills to obtain optimal customer service experience
• Utilize bank resources to achieve individual sales goals and service as a role model for sales achievement
• Facilitate the development of Consumer Banking, Business Banking, Mortgage Banking, Trust, Investment and Commercial Banking Partnerships
• Handle difficult customer issues as needed and take action or direct the customer to the appropriate branch resource
• Monitor and report branch service quality by working with the Branch Manager to create and maintain branch service strategies
• Seek out feedback on performance and opportunities to improve the team's success
• Track weekly sales outcomes of all products, services, and referral categories, and review progress with the branch management team
• Oversee the branch's usage of customer service and tracking tools
• Act as verifier on loan packages to ensure accuracy
• Review Regional Operations Manager visits with the Branch Manager
• Assist with branch operational tasks
• Decide on non-sufficient funds refund requests and reconcile overdrafts
• Demonstrated the ability to make sound operational decisions and assisted with addressing operational issues as needed
• Supervised branch in the absence of the Branch Manager
• Supported the Branch Manager with coaching the staff to achieve expected sales and service results
• Assist or lead daily sales and service huddles to provide direction, communicate branch schedules, vacations, lunches, personal days off, etc
• Listen to other associates and direct appropriate issues to the Branch Manager
• Collaborate with the Consumer Sales Manager to unify communication and focus
• Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
• Collaborated with other departments to address recurring customer concerns, improving overall service quality.
• Coached employees through day-to-day work and complex problems.
• Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
• Enhanced team productivity through regular coaching, feedback, and performance evaluations.
• Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
• Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
• Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
• Managed escalated calls with diplomacy, successfully de-escalating situations while ensuring satisfactory resolutions for both parties involved.
• Coached team members to deliver hospitable, professional service while adhering to set service models.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
• Led regular customer service meetings to review progress identify challenges and provide feedback.
• Researched and corrected customer concerns to promote company loyalty.
• Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
• Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
• Identified customer service trends to provide recommendations for process and procedural improvements.
• Created customer support strategies to increase customer retention.
• Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
• Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
• Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
• Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
• Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
• Fostered a culture of continuous improvement, encouraging team members to suggest innovative solutions.
• Enhanced team morale and productivity by implementing regular feedback sessions and recognition programs.
• Led by example, handling complex customer issues personally to ensure high standards of service.
• Completed bi-weekly payroll for 10 employees.

• Greeting, servicing and selling to the lobby and drive up customers, and performing teller transactions
• Established and retained business relationships with the customers and potential customers to achieve team sales goals and provide quality customer service
• Provided proactive sales activities of basic products, while referring more complex request (small business accounts, loans, or mortgages)
• Skilled in optimizing sales opportunities to existing clients
• Process transactions accurately and efficiently to help build customer confidence and trust based on policies and procedures
• Provide customers with information, data, and advice
• Respond to inquiries, or complaints from the customer
• Manage difficult situations with the customer
• Responsible for the sell and order of cash weekly
• Schedule staff including Saturday rotation
• Monthly audits preformed on teller cash drawers, and negotiable instruments
• Assist Branch Manager and Personal Bankers with opening and closing customer's accounts

• Daily monitoring of customer accounts
• Research, resolving, and analyze to ensure timely resolutions of accounts
• Look for missing checks, and teller's errors to balance ledger differences in account

• Prepare and process payroll
• Monthly process of customer's financial statements
• Distribution of daily incoming and outgoing mail to different departments
• Stamping and processing mail by meter weight