Montserrat Krueger
River Grove,IL
Summary
Accomplished Branch Banker with over 10 years of experience interacting with customers to increase sales and offer services. Seasoned expert at handling problems and providing accurate solutions in a timely manner, by being resourceful and showcasing top-notch investigative skills. Motivated and results-oriented with background increasing new customer accounts, retaining clients and maximizing services among existing customers.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Branch Banker
PNC Bank, NA
07.2023 - Current
- Improved customer satisfaction by providing personalized banking solutions and efficient service.
- Managed branch operations for seamless transactions and excellent customer experiences.
- Increased loan portfolio with diligent assessment of borrower applications and risk analysis.
- Strengthened client relationships, offering tailored financial advice to meet individual needs.
- Mentored junior bankers, fostering professional growth and development through coaching sessions.
- Ensured compliance with bank policies and regulatory requirements to maintain a secure environment.
- Implemented sales strategies for the promotion of various banking products and services.
- Championed customer retention efforts, addressing concerns promptly and effectively resolving issues.
- Built strong rapport with clients for long-lasting relationships by understanding their financial goals and recommending suitable solutions.
- Delivered exceptional service through effective communication skills, empathy towards clients'' needs, problem-solving abilities, and attention to detail in daily tasks.
- Developed new business opportunities through participation in community events, networking, and referrals from satisfied customers.
- Maintained strict adherence to internal audit protocols ensuring full compliance in all aspects of branch operations including security measures related to vault access controls and dual control procedures.
- Successfully resolved escalated customer complaints resulting in improved reputation management and retention rates.
- Identified customer desires and goals through needs-based sales tactics.
- Investigated and resolved account issues by offering applicable options to customers.
- Supported tellers by processing transactions involving money orders, cashiers checks and payments.
- Helped customers prepare documents required to complete transactions and process requests.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Complied with established internal controls and policies.
- Conducted financial due diligence on potential investments and acquisitions.
- Presented products and services to customers using in-depth knowledge to answer questions.
- Strengthened customer relationships by providing personalized financial advice and identifying suitable banking products.
- Increased branch revenue by cross-selling bank products and services to new and existing clients.
- Collaborated with team members to achieve monthly sales targets and improve overall branch performance.
- Resolved customer concerns quickly and efficiently, maintaining a high standard of service quality.
- Conducted regular reviews of customer portfolios, recommending adjustments based on market trends and individual needs.
- Managed sensitive customer documents securely, safeguarding client privacy and minimizing risk exposure for the bank.
- Handled escalated customer complaints professionally, taking appropriate action steps toward resolution while preserving positive rapport with clientele base overall.
- Adhered strictly to regulatory guidelines when processing transactions or advising customers on financial matters, mitigating potential risks for both parties involved.
- Contributed to successful branch operations by maintaining a well-organized and efficient working environment.
- Built relationships with customers by learning about financial needs, understanding life events and goals and following up through proactive outreach and appointments.
- Made introductions to partners to help meet customer's broader financial needs.
- Conducted needs-based conversations to identify customer credit, deposit and investment requirements.
- Grew book of business through proactive outreach.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
Branch Financial Sales Consultant
PNC Bank, NA
02.2022 - 07.2023
- Boosted client satisfaction by providing personalized financial consultations and recommendations.
- Increased branch revenue by identifying cross-selling opportunities and promoting suitable products to clients.
- Improved customer retention rates through exceptional service and consistent follow-ups on client inquiries.
- Developed strong relationships with clients, resulting in increased referrals and business growth.
- Provided comprehensive financial planning services, assisting clients in reaching their short-term and long-term financial goals.
- Maintained up-to-date knowledge of industry trends and regulatory changes, effectively communicating critical information to clients as needed.
- Streamlined processes within the branch, enhancing overall efficiency and productivity levels.
- Assisted in training new team members, sharing best practices to ensure their success within the organization.
- Handled complex customer issues professionally, resolving concerns promptly while maintaining high levels of client satisfaction.
- Mitigated risks by conducting thorough due diligence on prospective clients before opening accounts or initiating transactions.
- Contributed towards achieving overall team sales targets by actively participating in collaborative efforts such as joint sales calls.
- Ensured compliance with all company and regulatory guidelines, maintaining an impeccable record of adherence to policies and procedures.
- Applied knowledge of banking products and services to meet customer needs and enable customers to achieve financial goals.
- Provided advice on loans, investments and other bank products.
- Shared, showed and supported clients on variety of technological digital and online tools and resources to explore solutions to achieve financial goals and financial well-being.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Conducted research to answer questions and handle issues using multiple systems and resources.
- Managed daily operations of the branch, ensuring smooth functioning and optimal service levels for customers.
- Assisted customers with account opening, loan applications, credit card issuance, and other financial transactions as needed.
- Resolved client issues promptly while maintaining professionalism and empathy in all interactions.
- Participated in cross-functional projects to achieve company-wide objectives while enhancing personal skill set.
- Contributed to branch success by supporting team members in their roles, fostering a collaborative atmosphere that emphasized the importance of shared goals and collective accomplishments.
- Completed special actions like account transfers, stop payments and dispute investigations.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Mentored junior bankers, fostering professional growth and development through coaching sessions.
- Ensured compliance with bank policies and regulatory requirements to maintain a secure environment.
- Championed customer retention efforts, addressing concerns promptly and effectively resolving issues.
- Delivered exceptional service through effective communication skills, empathy towards clients'' needs, problem-solving abilities, and attention to detail in daily tasks.
- Maintained strict adherence to internal audit protocols ensuring full compliance in all aspects of branch operations including security measures related to vault access controls and dual control procedures.
- Successfully resolved escalated customer complaints resulting in improved reputation management and retention rates.
Branch Banker Associate
PNC Bank, NA
05.2020 - 02.2022
- Improved customer satisfaction by providing personalized banking solutions and efficient service.
- Managed branch operations for seamless transactions and excellent customer experiences.
- Strengthened client relationships, offering tailored financial advice to meet individual needs.
- Ensured compliance with bank policies and regulatory requirements to maintain a secure environment.
- Built strong rapport with clients for long-lasting relationships by understanding their financial goals and recommending suitable solutions.
- Delivered exceptional service through effective communication skills, empathy towards clients'' needs, problem-solving abilities, and attention to detail in daily tasks.
- Increased operational efficiency by streamlining workflows; identifying areas for improvement within the branch's systems or processes.
- Maintained strict adherence to internal audit protocols ensuring full compliance in all aspects of branch operations including security measures related to vault access controls and dual control procedures.
- Counted currency, coins and checks in cash drawer, night depository and ATM.
- Collected cash and checks for deposit or processed withdrawals by examining checks for endorsements, verifying amounts, inputting into computer systems and printing receipts.
- Supported tellers by processing transactions involving money orders, cashiers checks and payments.
- Counted, verified and handled bank deposits and armored car transactions.
- Assisted with training of new tellers on policies and procedures.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Reduced fraudulent activities by conducting thorough investigations and implementing effective fraud prevention strategies.
Legal Assistant (Bilingual)
Metcalf & Associates, P.C. Immigration Law Firm
01.2017 - 02.2020
- Increased client satisfaction by efficiently managing case files and promptly addressing inquiries.
- Facilitated timely resolution of legal matters by preparing and organizing essential documents.
- Supported attorneys in achieving favorable outcomes through thorough research and analysis of complex legal issues.
- Enhanced office productivity by implementing efficient document management systems for easy retrieval and storage.
- Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
- Streamlined administrative processes for better efficiency in handling caseloads, reducing paperwork backlog, and ensuring timely completion of tasks.
- Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
- Assisted with trial preparation, including creation of exhibits, compilation of witness lists, and organization of evidence materials.
- Streamlined immigration case processing by efficiently organizing and maintaining client files.
- Expedited client interviews for visa applications by thoroughly preparing necessary documentation.
- Assisted clients in obtaining work permits, green cards, and citizenship through diligent case management.
- Enhanced client satisfaction by providing timely updates on case progress and responding promptly to inquiries.
- Reduced errors in immigration applications by reviewing forms for accuracy and completeness.
- Collaborated with attorneys to draft legal documents, resulting in accurate and timely submissions.
- Conducted thorough research on immigration laws to support attorneys'' preparation for court hearings.
- Improved office efficiency by developing a system for tracking important deadlines and filing dates.
- Managed high-volume caseloads, ensuring timely completion of tasks and positive outcomes for clients.
- Facilitated communication between clients and attorneys, leading to clearer understanding of case details.
- Increased success rates in immigration cases by assisting with the collection of supporting evidence.
- Contributed to the development of internal resources, such as templates and checklists, streamlining workflow processes.
- Developed expertise in various types of immigration matters including family-based petitions, asylum cases, and employment visas through hands-on experience.
- Monitored changes in immigration law to ensure compliance in all submitted applications.
- Compiled client application packets and included relevant documentation to present strongest case for successful outcome.
- Conducted client intake interviews to determine client service need and eligibility.
- Assisted clients with immigration application completion to improve timeliness of case review and disposition.
- Maintained immigration attorneys' schedules to enable timely client service delivery and promote firm's income growth.
- Filed correspondence and legal documents in correct client files and transmitted applicable documentation to courts and government agencies.
- Illustrated green card and immigration processes and managed communication channels to provide high level of service and consultation to immigration inquiries.
- Liaised with coworkers and immigration candidates to answer questions, resolve issues and explain immigration policy.
- Developed comprehensive client case list and performed file maintenance to promote accuracy and information compliance.
- Created and managed processes and procedures to coordinate documentation for visa processing on immigrant and non-immigrant applications.
- Identified potential issues and concerns and proactively escalated to manager to reduce barriers.
- Monitored immigration law developments and procedural changes to improve client service quality and case outcomes.
- Contributed to client case file preparation and verified inclusion of required documentation.
- Explained visa rules and regulations to comply with Department of Labor and Department of State standards.
- Drove continuous improvement in day-to-day process and transformation initiatives that resulted in impactful evolution.
- Organized documents to manage paper and electronic filing systems of clients.
- Prepared and drafted correspondence and legal forms to maintain smooth communications.
- Scheduled appointments, court appearances, and depositions for busy law firm.
- Worked alongside attorneys, administrative assistants, and fellow legal assistants on complex cases and legal processes.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
- Improved readability of translated materials by employing advanced proofreading techniques and meticulous editing skills.
- Provided real-time interpretation services during conferences, contributing to seamless communication between clients and attorneys.
Front Desk Receptionist and Concierge
Estrella del Mar Golf, Condos & Beach Resort.
08.2014 - 05.2015
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Streamlined office operations for improved productivity with effective organization and communication skills.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Developed strong working relationships with team members, fostering a positive work environment.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Assisted management in implementing new policies and procedures, contributing to overall operational improvements.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Provided exceptional customer service by addressing inquiries and resolving issues in a timely manner.
- Collaborated with other departments to ensure smooth inter-departmental communication and coordination of guest needs.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Coordinated meeting room reservations and set-up requirements for various events or conferences held onsite.
- Contributed to increased online reviews by consistently providing stellar customer service experiences at the front desk reception area.
- Boosted staff morale through effective teamwork and clear communication amongst colleagues in various departments.
- Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
- Prepared informative materials about local attractions or amenities upon request from guests ensuring memorable stays at the establishment.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Collected room deposits, fees, and payments.
- Completed all tasks in compliance with company policies and procedures.
- Trained new team members on company procedures, customer service and issue resolution.
- Resolved customer problems and complaints.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Handled assignments independently with good judgement and critical thinking skills.
Sales and Training Manager
R.P. Familia y Nutrición. (A Royal Prestige Franchise)
10.2012 - 07.2014
- Enhanced employee performance by designing and implementing comprehensive training programs.
- Reduced onboarding time for new hires through the development of effective orientation modules.
- Improved employee retention rates by creating engaging and interactive learning materials.
- Increased overall productivity by conducting regular skills gap analyses and addressing identified needs with targeted training interventions.
- Established a culture of continuous learning, promoting professional development opportunities for all employees across the organization.
- Mentored junior trainers and instructional designers in best practices for adult learning techniques and curriculum design methodologies.
- Managed budgets and resource allocation effectively, optimizing return on investment for all training initiatives undertaken by the department.
- Spearheaded company-wide compliance initiatives, ensuring adherence to industry regulations through targeted employee education efforts.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Trained new hires to perform cross-training exercises with experienced workers.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Coordinated technical training and personal development classes for staff members.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Assisted in development of employee assessments to measure training value.
- Directed field training to enhance participants' skills.
- Trained staff during demonstrations, meetings, conferences, and workshops.
Education
Developmental Composition -
Oakton Community College
Des Plaines, IL08.2008
Marketing Principles -
Oakton Community College
Des Plaines, IL08.2008
High School Diploma -
Instituto Cultural De Occidente
Mazatlán, Mexico05.2007
Skills
- Investigation skills
- Independent Worker
- Critical Thinking
- Risk Assessment
- Team-Work Oriented
- Decision-Making
- Excellent Customer Service
- Outstanding Problem-solving aptitude
- Resourceful
- Prioritizing and Planning Tasks
- Outspoken
- Able to Identify Trends and Present Solutions
- Excellent Attention to Detail
Bilingual
Spanish and English
References
Provided upon request.
Certification
- Licensed through the Nationwide Mortgage Licensing System
Additional Information
References:
- Julieta Gomez
Branch Manager
(773) 964-7765
- Karen Marie Erickson
Mentor
(559) 848-9098
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Branch Banker
PNC Bank, NA
07.2023 - Current
Branch Financial Sales Consultant
PNC Bank, NA
02.2022 - 07.2023
Branch Banker Associate
PNC Bank, NA
05.2020 - 02.2022
Legal Assistant (Bilingual)
Metcalf & Associates, P.C. Immigration Law Firm
01.2017 - 02.2020
Front Desk Receptionist and Concierge
Estrella del Mar Golf, Condos & Beach Resort.
08.2014 - 05.2015
Sales and Training Manager
R.P. Familia y Nutrición. (A Royal Prestige Franchise)
10.2012 - 07.2014
Developmental Composition -
Oakton Community College
Marketing Principles -
Oakton Community College
High School Diploma -
Instituto Cultural De Occidente
- Licensed through the Nationwide Mortgage Licensing System
Similar Profiles
Sherry SteinSherry Stein
Administrative Assistant II at PNC Bank, NAAdministrative Assistant II at PNC Bank, NA
Gerardo Pardo JrGerardo Pardo Jr
Branch Banker at PNC Bank, NABranch Banker at PNC Bank, NA
Anthony (T.J.) ShollerAnthony (T.J.) Sholler
Branch Manager at PNC Bank, NABranch Manager at PNC Bank, NA