RUTH REGAN
Anchorage,AK
Summary
Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Overview
17
17
years of professional experience
Work History
Associate Branch Manager/ Senior Assistant VP
Wells Fargo & Company
Anchorage, AK
06.2023 - Current
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Planned work schedules to maintain adequate staffing levels.
- Disciplined employees to encourage compliance with company policies and procedures.
- Evaluated and enhanced workflow to implement best practices, reduce costs and increase staff motivation and satisfaction.
- Addressed customer concerns with suitable solutions.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Enforced federal, state, local and company rules for safety and operations.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
Assistant Branch Manager
Northrim Bank
Anchorage, AK
07.2021 - 06.2023
- Supervised 3 to 5 branch team members and provided management with suggestions regarding performance assessments.
- Trained and mentored highly effective teams to meet banking service standards.
- Built client rapport through frequent individualized recommendations for financial products and services.
- Maximized sales potential by training new members in improved sales strategies.
- Provided bank leadership in absence of branch manager.
- Implemented operational improvements to increase efficiency and reduce labor costs.
- Compiled operational and risk reports detailing financial metrics to help management make proactive decisions.
- Networked within communities to identify and capitalize on business opportunities.
- Demonstrated expertise and reasoned guidance regarding loan products, lines of credit and account options.
- Monitored daily operations and supported Branch Manager in necessary duties.
- Developed strategy to achieve target sales goals.
- Supervised ranch personnel and operations in absence of branch manager, keeping operations and workflows running smoothly.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Supported outside sales force in servicing and obtaining new business.
- Planned work schedules to maintain adequate staffing levels.
- Verified cash by balancing cash drawers and maintaining cash count records.
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
- Disciplined employees to encourage compliance with company policies and procedures.
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Designed sales and service strategies to improve revenue and retention.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
- Grew business banking relationships through proactive outreach.
Branch Supervisor
Northrim Bank
Anchorage, AK
12.2020 - 07.2021
- Set goals for performance and deadlines in ways that comply with company’s plans and vision and communicate them to subordinates
- Organize workflow and ensure that employees understand their duties or delegated tasks
- Monitor employee productivity and provide constructive feedback and coaching
- Receive complaints and resolve problems
- Maintain timekeeping and personnel records
- Pass on information from upper management to employees and vice versa
- Assigned individual roles and tasks, as well as monitoring employees for security, compliance and performance.
- Managed teller and customer service representative schedules.
- Helped tellers and relationship managers by resolving customer concerns and securely handling large transactions.
- Delegated work to staff, setting priorities and goals.
- Guided employees in handling difficult or complex problems.
- Recruited, interviewed and selected employees to fill vacant roles.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Issued work schedules, duty assignments and deadlines.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
Personal Banker
Wells Fargo & Company
Anchorage, AK
06.2016 - 12.2020
- Resolve customer concerns
- Offer products that meet customers’ ongoing financial needs
- Care deeply about providing exceptional customer service
- Enjoy making a positive first impression to all customers
- Must think critically, solve problems, and develop customer relationships
- Expanded customer relationships by maintaining regular follow-up processes and rapport.
- Recognized transaction needs and educated clients on service and digital channels to assist with self-service.
- Used product knowledge and abilities to execute consumer loans and other services.
- Met with customers to analyze financial needs and maximize sales opportunities.
- Described promotional offers and used persuasive sales techniques to upsell services and convince clients to apply for additional banking services.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Educated customers on variety of retail products and digital solutions, enhancing customer experience.
- Executed wire transfers of funds in compliance with banking best practices.
- Responded promptly to customer queries and complaints to find solutions and diffuse tension.
- Referred customers to appropriate bank personnel to meet financial needs.
Bank Operations Coordinator
Wells Fargo
Anchorage, AK
09.2015 - 06.2016
- In charge of front line financial transactions
- Process all the cash transaction that take place on a bank on a daily basis
- Maintain accurate details of each transactions
- Make entries into the banking system
- Tally the full cash amount at the end of each day
- Make reports and submit it to the manager
- Help the customer get through tedious banking processes
- Help the customer in whichever banking process they need help with
- Have good relations with the regular customers
- Various clerical duties like filing, copying, answering phone and ordering office supplies
- Manage/Support the branch team making sure that everyone is doing their job properly.
- Verified transactions involving cashier's checks, money orders and account transfers.
Member Service Representative
Alaska USA FCU
Anchorage, AK
03.2015 - 09.2015
- Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service
- In compliance with credit union marketing image and service delivery goals, be knowledgeable of and sell credit union products and services, answer inquiries and provide information to members on all types of accounts, loans, and other credit union services.
- Open all types of new accounts, cross sell credit union services and add new relationships to existing accounts
- Assist members with loan applications, loan closing documentation and loan declinations consistent with credit union policies, the Equal Credit Opportunity Act and The Fair Credit Reporting Act
- Receive and process member service requests
- Identify, research and correct member account discrepancies
- Perform progressively responsible duties to include: a
- Place and receive phone calls related to member business
- Follow up with prospects and ask for their business
- Perform other duties as assigned.
Bank Teller
Wells Fargo & Company
Anchorage , Alaska
01.2011 - 03.2015
- In charge of front line financial transactions
- Process all the cash transaction that take place on a bank on a daily basis
- Maintain accurate details of each transactions
- Make entries into the banking system
- Tally the full cash amount at the end of each day
- Make reports and submit it to the manager
- Help the customer get through tedious banking processes
- Help the customer in whichever banking process they need help with
- Have good relations with the regular customers
- Various clerical duties like filing, copying, answering phone and ordering office supplies
- Manage/Support the branch team making sure that everyone is doing their job properly.
Customer Service Representative
Aegis People Support Inc.
Makati City
06.2007 - 09.2009
- In charge of answering telephone inquiries
- Completing transaction on the phone
- Responsible for suggestive selling and customer relation on the phone
- Report to the team leader daily
- Handles incoming calls or inquiries from prospective customers or clients
- Assists customers effectively by solving customer disputes
- Provides customer additional information or explains services
- Discusses products offered and ensures customer satisfaction
- Completes supporting paperwork and data entry as required
- Accurately captures customer information
Education
Associate of Science - Computer Technology
Lyceum of The Philippines
Manila Philippines 05.2006
Some College (No Degree) -
University of Alaska Anchorage
Anchorage, AKSkills
- Relationship Building
- Customer Service/ Service-Oriented
- Problem Anticipation and Resolution
- Prioritizing and Planning
- Staff Recruitment and Hiring
- Employee Training Oversight
- Goal Setting
- Adaptable to Changing Conditions
- Business Relationship Management
- Willing to Learn
- Team Development
- Fluent in Tagalog / Filipino
- Coaching and Mentoring
- Sales management
- Operations Management
- Shift Scheduling
- Financial Oversight
- Operational Reports
- Risk Mitigation / Expert in risk management
- Employee Development
- Branch Operations Management
- Account Review
- Business Development
- Performance Reviews
- Staff Training / Team Supervision / Staff Management
- Decision-Making
- Bank / Federal Regulations
- Security and Safety Protocols
- Regulatory Compliance
- Banking
- Attention to Detail
- Conflict Resolution
- Excellent work ethic
Languages
English
Native/ Bilingual
Tagalog
Native/ Bilingual
Affiliations
- Member, Young Professional Group Anchorage
Hobbies
- International travel: Make and plan annual trips to different countries to experience new cultures and food tasting.
- Volunteering : I have volunteered in different organizations like American Red Cross, Camp Fire Alaska and American Heart Association and Organized a food-giving drive to lower class community in the Philippines.
- Chamber of Commerce Events Participation: I really enjoyed attending Chamber of Commerce Monday Forum whether in person or through zoom meeting.
- Building my own website: I recently created my own website where consumer could buy unique and high tech products.
Timeline
Associate Branch Manager/ Senior Assistant VP
Wells Fargo & Company
06.2023 - Current
Assistant Branch Manager
Northrim Bank
07.2021 - 06.2023
Branch Supervisor
Northrim Bank
12.2020 - 07.2021
Personal Banker
Wells Fargo & Company
06.2016 - 12.2020
Bank Operations Coordinator
Wells Fargo
09.2015 - 06.2016
Member Service Representative
Alaska USA FCU
03.2015 - 09.2015
Bank Teller
Wells Fargo & Company
01.2011 - 03.2015
Customer Service Representative
Aegis People Support Inc.
06.2007 - 09.2009
Associate of Science - Computer Technology
Lyceum of The Philippines
Some College (No Degree) -
University of Alaska Anchorage
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