Rafsan Abid
Schenectady,NY
Summary
Accomplished professional with a solid foundation in branch management, adept at streamlining operations, fostering growth, and promoting team collaboration. Recognized for adaptability to evolving demands and a knack for resolving challenges effectively. Specializing in strategic planning, customer service excellence, and financial oversight. Dependable leader dedicated to driving outcomes and empowering teams. Well-versed in desired position with a proven track record in overseeing branch operations, ensuring top-notch customer satisfaction, and leading teams to success through strategic initiatives that optimize efficiency and financial performance. Adept problem-solver with strong financial acumen.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Branch Manager I & Mortgage Originator
TrustCo Bank – Madison Avenue Branch, Albany, NY
09.2024 - Current
- Develop and nurture relationships with new and existing business clients.
- Oversee branch performance, including profit and loss accountability.
- Lead sales initiatives while ensuring compliance with company policies and banking regulations.
Assistant Department Manager (Part-Time)
Boscov’s – Colonie Center Mall, Colonie, NY
09.2018 - Current
- Supervise daily operations across Online Shopping, Housewares, and Appliances departments.
- Coordinate online order processing, including packaging, shipping, and customer support.
- Manage inventory and product ordering to enhance departmental efficiency and sales performance.
Covering Branch Manager & Mortgage Originator
TrustCo Bank – Crestwood Plaza Branch, NY
05.2024 - 09.2024
- Managed daily branch operations, sales activities, and customer service.
- Originated and processed mortgage applications while ensuring regulatory compliance.
- Maintained timely closings and efficient document handling.
Assistant Branch Manager II & Mortgage Originator
TrustCo Bank – Wolf Road Branch, Albany, NY
10.2023 - 04.2024
- Guided customers through the mortgage process using NMLS, Encompass, and internal systems.
- Collected, reviewed, and notarized documentation to support timely loan closures.
- Delivered consistent, high-quality service while adhering to compliance standards.
Assistant Branch Manager
TrustCo Bank – Loudon Plaza Branch, Albany, NY
02.2023 - 09.2023
- Promoted a range of financial products and banking services.
- Handled customer inquiries and complaints with professionalism and efficiency.
- Assisted in training staff, managing schedules, and supporting overall branch operations.
Education
Master of Science - Accounting
University at Albany, SUNY
Albany, NY06.2021
Bachelor of Science - Accounting
University at Albany, SUNY
Albany, NY06.2017
Associate of Science - Business Administration
Hudson Valley Community College
Troy, NY09.2016
Skills
- Financial Management
- Sales & Marketing
- Mortgage Origination & Loan Processing
- Regulatory Compliance
- Customer Relationship Management
- Risk Management
- Leadership & Team Development
- Strategic Planning
- Communication & Problem Solving
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Excellent time management skills
- Customer relationships
- Customer service
- Branch operations management
Accomplishments
- Grew new accounts 100% in only 6 months.
- Improved loan production by 10% in a span of 6 months.
- Improved employee satisfaction and reduced turnover 100%.
Community Service
Al-Hidaya Center – Latham, NY, Volunteer, Latham, NY, 2016-01, Present, Participate in religious, educational, and social outreach programs., Support a variety of community development initiatives.
Certification
NMLS - mortgage loan officer certification
Languages
English
Native or Bilingual
Bengali
Native or Bilingual
Hindi
Elementary
Urdu
Elementary
Timeline
Branch Manager I & Mortgage Originator
TrustCo Bank – Madison Avenue Branch, Albany, NY
09.2024 - Current
Covering Branch Manager & Mortgage Originator
TrustCo Bank – Crestwood Plaza Branch, NY
05.2024 - 09.2024
Assistant Branch Manager II & Mortgage Originator
TrustCo Bank – Wolf Road Branch, Albany, NY
10.2023 - 04.2024
Assistant Branch Manager
TrustCo Bank – Loudon Plaza Branch, Albany, NY
02.2023 - 09.2023
Assistant Department Manager (Part-Time)
Boscov’s – Colonie Center Mall, Colonie, NY
09.2018 - Current
Bachelor of Science - Accounting
University at Albany, SUNY
Associate of Science - Business Administration
Hudson Valley Community College
Master of Science - Accounting
University at Albany, SUNY
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