NICOLE GRISAFI

Started as - Customer Service Associate (CSA) is entrusted with

• Developed and maintained positive relationships with community via email, telephonic and face-to-face outreach.
• Handling cash, providing amazing service to customers, and properly processing transactions.
• Recognizes customers’ needs for additional products/services and makes timely and appropriate referrals.
• Responsible for opening and closing of branch.
• Flexible and willing to help Branch Manager with building the community and participating in bank events.

After approximately 6 months I was promoted to Financial Experience Specialist.

The Financial Experience Specialist (FES) serves in a dual-purpose role supporting both customer relationship development and transaction processing. The FES uses active listening skills to recognize customer needs for additional products or services while delivering outstanding service. Exercises some independent judgment under moderate supervision.

FES - expected to be able to help both sides by going back and forth between the teller line and opening accounts and assisting customers with all their banking needs. Providing the " Welcome Home" feel .

• Carried out day-day-day duties accurately and efficiently.
• Worked flexible hours; night, weekend, and holiday shifts.
• Used coordination and planning skills to achieve results according to schedule.
• Maintained excellent attendance record, consistently arriving to work on time.
• Participated in team-building activities to enhance working relationships.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Determined needed and relevant interventions based on each child's cognitive abilities and current needs.
• Enforced policies and safety standards.
• Managed and maintain properties including buying ,selling and financing new ones
• Paying bills and managing household finances

• Exemplified superior customer service to insure client needs were exceeded; Highest Prime Performance Incentive (PPI) scores in the region at 100%
• Established $1M monthly of new money through loan applications, specialized mortgage/business bankers, and traditional accounts
• Consumer advocate for automatic banking service options
• Assisted Branch Manager with all branch operations; working towards Assistant Branch Manager position
• Conducted new teller training on branch operating procedures, customer service, opening new accounts, IT training, and mortgage/investment products
• Supervised and mentored branch tellers and other branch personnel
• Fully trained in company-sponsored products and services and other lines of business

• Originated $1-2M residential mortgages per month via Tele-mortgage department
• Identified potential mortgage loan opportunities through pre-qualifying clients to purchase or refinance
• Developed relationship with referral sources from 3 customer service teams; up to 75 representatives by training and motivating team members weekly

• Established new location for Tioga State Bank
• Managed branch operations including balancing vault, ordering and shipping money
• Opened new checking, savings, money markets, and CDs for individuals and business organizations
• Developed and maintained relationships with new and existing customers in multiple branches
• Originated and closed consumer loans, took applications for residential mortgages and Home Equity Line of Credit Identifying sales opportunities
• Meet or exceeded operational objectives and branch goals.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
• Trained new personnel regarding company operations, policies and services

• Originated residential and commercial loans
• Assisted with developing business of satellite office in Vestal , NY
• Opened and managed personal office in Montrose, PA
• Developed company relations though advertising and marketing

• Wrote Purchases, consolidations, and modifying residential loans
• Exceeded goals by producing loans over $40M annually
• Worked on processing, and closing loans of an average of $2.7M monthly