Rose Mary Herrera
Newark,NJ
Summary
Seeking a position where I can utilize my knowledge and skills to decrease risk and increase profits and sales while creating a respectful and productive work environment.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Universal Banker
Investors Bank
Bloomfield, NJ
02.2021 - Current
- Maintain compliance with company policies, objectives and communication goals.
- Work closely with OTLs and Generalist to maintain the branch in compliance.
- Reviewed and documented processes and procedures for new accounts.
- Participate in daily branch operations such as vault, shipment orders, teller difference, ATM settlement, ATM audits, reviewing accounts and documents prior to submission.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Coach and trained to improve weak areas.
- Handle customer complaints, resolved issues and adjusted policies to meet changing needs.
- Work with management team to implement proper division of responsibilities.
- Set overall vision and provided team leadership.
- Develop training, task and process guidelines and communicated clear and concise directions to employees.
- Consistently met quarterly sales goals and increased customer retention rate year-over-year.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
Customer Service Associate Supervisor
Investors Bank
Bloomfield, NJ
02.2017 - 02.2021
- Maintained compliance with company policies, objectives and communication goals.
- Work closely with OTLs and Generalist to maintain the branch in compliance.
- Participate in daily branch operations such as vault, shipment orders, teller difference, ATM settlement, ATM audits, reviewing accounts and documents prior to submission.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and coached and trained to improve weak areas.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Worked with management team to implement proper division of responsibilities.
- Set overall vision and provided team leadership.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Interviewed, hired and trained new employees for positions.
- Reviewed and documented processes and procedures for new accounts
- Consistently met quarterly sales goals and increased customer retention rate year-over-year.
Customer Service Associate Supervisor
Investors Bank
Bloomfield, NJ
02.2016 - 02.2017
- Maintained compliance with company policies, objectives and communication goals.
- Participate in daily branch operations such as vault, shipment orders, teller difference, ATM settlement, ATM audits.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and coached and trained to improve weak areas.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Worked with management team to implement proper division of responsibilities.
- Set overall vision and provided team leadership.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Interviewed, hired and trained new employees for positions.
- Reviewed and documented processes and procedures for new accounts
- Consistently met quarterly sales goals and increased customer retention rate year-over-year.
Customer Service Associate
Investors Bank
Bloomfield, NJ
04.2015 - 02.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Resolved concerns with products or services to help with retention and drive sales.
- Recommended products to customers, thoroughly explaining details.
- Floated to help other branches that were short staffed
Financial Service Associate
Garden State Community Bank
Newark, NJ
05.2011 - 04.2015
- Handle large cash transactions, business calls and e-mail, open/close accounts, open/closing procedures
- Translate for customers; assist with monthly audits
- Assist in sending/receiving shipments to brinks
- Process product orders, train tellers
- Prove out vault, process branch capture and end of day proving for branch
- Open and close branches.
Education
No Degree - Psychology
Essex County College
Newark, NJSkills
- Attention to details
- proficient organizing and multi-tasking
- proficient in communication skills
- Proficient in the following programs: Microsoft office suite, Teller Capture Source, Branch Capture, Connected Teller, Sales Force, Aperio, Nautilus, Trism, ARCA-Branch Ware, TCR-Branch Assist, Chex-System, GFX wire, Foreign Currency, 360 Miser, on-base, e-vision, TRS PROD and E-Gifts
Certification
Microsoft Office Specialist
Since 2008
Timeline
Universal Banker
Investors Bank
02.2021 - Current
Customer Service Associate Supervisor
Investors Bank
02.2017 - 02.2021
Customer Service Associate Supervisor
Investors Bank
02.2016 - 02.2017
Customer Service Associate
Investors Bank
04.2015 - 02.2016
Financial Service Associate
Garden State Community Bank
05.2011 - 04.2015
No Degree - Psychology
Essex County College
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