Pamela Cooper

CONTINUED WITH THE SAME BRANCH IN A DIFFERENT POSITION DUE TO THE ELIMINATION OF THE BRANCH SERVICE MANAGER POSITION

• Cash Handling: Performed all duties of a teller including handling customer transactions, maintaining a balanced cash drawer, and serving as vault teller; ordered cash and prepared cash for shipment while staying within the variance
• Education: Educated clients to use technology (online and mobile banking, ATM, Zelle) to make banking convenient and easy; educated clients in ways to protect themselves from fraud; educated colleagues in branch operations and best practices; assisted in training new hires
• Problem Resolution: Served as a problem resolution specialist in addressing and resolving complex customer service issues; performed and reviewed tasks requiring manager level approvals; assisted customers with disputes, stop payments, replacement debit cards
• Risk Mitigation: working knowledge and compliance with laws, regulations, guidelines, and bank procedures; mitigated loss by stopping fraudulent items from being negotiated; submitted documentation and reports to appropriate department (fraud investigations, US Secret Service, etc.)
• Product expert: Advised customers on the products and services that would best meet their needs. Opened consumer accounts (checking, savings, CD, and credit card); made referrals to the appropriate banker or business partner (mortgage, financial advising, etc.)
• Customer Service: Provided exceptional customer service by listening to the customer, then assessing and responding to their needs
• Administrative Duties: Ordered office supplies; maintained office equipment (printers, scanners, multi-functional devices) as needed; placed work orders
• Software and Applications: HRIS, Workday, Teller Platform System (TPS), Staffpro (CloudCord) scheduling and event management; Microsoft Office, Word, Excel, PowerPoint, Outlook, One Note

• Performed all duties of a Customer Experience Banker as mentioned in the above description
  In addition, as a Branch Service Manager:
• Audits: Performed monthly, quarterly, and semi-annual audit tasks including surprise cash box, ATM, and vault audits; safe deposit box delinquency and maintenance audits; key/combo audit; branch alarm test
• Scheduling: Utilized StaffPro (CloudCord) to create a fair schedule that ensured the branch was staffed appropriately
• Hiring: Assisted the branch manager in the recruitment process of interviewing and hiring of applicants; onboarded new-hires by collecting and submitting I-9 information into WorkDay HRIS; prepared training materials
• Operations: Ensured branch operations complied with bank policy, procedures and banking regulations, resulting in receiving a satisfactory audit rating
• Goals: Interpreted data from sales and service scores to drive productivity and in turn, work toward meeting our individual and branch goals
• Management: Ensured branch colleagues completed required compliance training; in accordance with company policy, provided tellers with guidance and coaching, and addressed problems (colleague relations, attendance, balancing issues, etc.); completed observations and reviews; implemented improvement plans; terminated employment, when necessary

• Cash Handling: Performed all duties of a teller including handling customer transactions, maintaining a balanced cash drawer, and serving as vault teller; ordered cash and prepared cash for shipment while staying within the variance
• Customer Service: Provided exceptional customer service by listening to the customer, then assessing and responding to their need
• Administrative Duties: Ordered office supplies; maintained office equipment (printers, scanners, multi-functional devices) as needed; placed work orders
• Assumed a leadership role in the absence of the supervisor and maintained the bank’s normal operations and procedures

• Hiring: Assisted the human resources team lead (manager) in the recruitment process of interviewing and hiring of applicants; screened applicants by conducting preliminary phone interviews; scheduled selected candidates for interviews; prepared job offers; onboarded new-hires by collecting and submitting I-9 information into WorkDay HRIS; prepared training materials
• Education, Training, and Development: Conducted new hire orientation; trained new hires in various departments and job areas (customer service, stocking, inventory, fulfillment, flow team, etc) and oversaw periodic training for established employees
• Scheduling: created a weekly schedule for between 60 and 120 team members (depending on the season) and at least seven different departments; called replacements when team members called off
• Payroll and Benefits: Assisted team members in contacting the correct corporate department for payroll and/or benefits questions
• Team Morale: Planned themed activities throughout the month to boost team morale (treats, meals, fun activities like making ornaments and cards, etc.)

• Integrated cooperative learning, multiculturalism, diversity, and technology to vary lesson plans and provide a well-rounded learning experience for students
• Tailored lessons to meet students’ diverse needs and capture their interest and imagination
• Designed workshops for teaching colleagues to promote designing and delivering engaging learning opportunities for a divers population of students
• Led training sessions for staff members focused on best practices in youth development, enhancing overall program quality across the board
• Maintained detailed records of learners' progress, enabling us to track individual growth over time and demonstrate the effectiveness of our interventions to stakeholders