Saba Islam
San Francisco,California
Summary
Professional in branch management with substantial experience for 14 years in optimizing branch operations and enhancing customer service. Proven track record of leading teams to achieve business goals, fostering collaboration, and adapting to changing needs. Known for strategic planning and effective communication skills.
Overview
16
16
years of professional experience
Work History
Branch Supervisor
San Francisco Federal Credit Union
San Francisco, CA
03.2019 - 05.2025
- Boosted customer satisfaction with attentive service and prompt resolution of issues.
- Motivated, trained and disciplined employees to meet performance benchmarks.
- Handled escalated customer complaints professionally while working towards swift resolutions that maintained client satisfaction levels.
- Assigned job roles and oversaw performance.
- Coordinated with other departments to ensure seamless communication and efficient workflow across the organization.
- Delivered product and service quality and inspired team members to reach and maintain department goals and objectives.
- Managed daily operations for smooth functioning, ensuring a high level of productivity.
- Oversaw opening and closing of branch and monitored overdrafts, wire transfers, collections and stop payment orders.
- Ensured accurate record-keeping by conducting thorough audits of branch financials and reporting discrepancies in a timely manner.
- Led team meetings to share updates, discuss performance metrics, and set goals for improvement.
- Set schedule for tellers and customer service representatives.
- Maintained scheduling for main branch to keep shifts appropriately staffed.
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Collaborated with other supervisors to coordinate activities of individual team members and departments.
- Implemented new policies and procedures, leading to better adherence to company standards and regulatory requirements.
- Organized staff training sessions to enhance skills and maintain compliance with industry regulations.
- Assisted front-line staff with handling difficulties, resolving problems and managing large transactions.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Completed Deceased accounts. Followed institution policy and procedures by collecting required documents and reviewing with account service department to complete the process.
- Opened Trust accounts, Estate accounts. Representative Payer Accounts, UTMA accounts and memberships.
- Converted existing accounts to a Trust account.
- Establish IRA and Roth IRA accounts
- Established Inherited IRA accounts.
- Completed New account quality control checklist and Direct funding checklists and confirm that team members all accounts were opened with following policy and procedures.
Branch Service Representative III
San Francisco Federal Credit Union
San Francisco, California
04.2017 - 03.2019
- Open new and existing accounts for members, identifies and professionally handles members’ financial needs including but not limited to; funds disbursements, name/address changes, funds transfers via ACH, internal or external, wire transfers, assist member with their banking needs
- Receive payment by cash, check, credit cards, vouchers, or automatic debits.
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
- Interactions with members by telephone or in person to gather information to submit loan applications or new memberships.
- Negotiate payment arrangements with customers who have delinquent loans.
- Consistently cross-sells credit union products and services, understanding of all product features/benefits.
- Meets goals in funding and processing consumer loans and credit cards.
- Collaborates in research efforts to identify causes of member issues, problem resolutions and provide necessary updates and information to members.
- Consistently meets/exceeds assigned sales goals.
- Ask members for referrals at every opportunity.
- Help at the teller window whenever needed, cash handling, balance daily and make sure all transactions are processed with accuracy and efficiently at all times
- Adhering with Anti Money laundering and Know Your Customer during account opening and teller transaction process including; MIPL log and CTR and SAR
- Always Displaying high energy and engagement while enhancing member satisfaction
- Displaying results orientation and sense of urgency when exceeding member expectations by actively collaborating in research efforts to identify causes of member issues precisely deliver on commitments for problem resolutions and provide necessary updates and information to members
- Quality Control for new memberships and loans: Gather all KYC information and adhere with Quality Control checklist provided by San Francisco Federal Credit Union
- Review all depository account documents
- Make sure CDD completed during account opening process
- ALL CIP is verified during account opening process
- Make sure all signature cards are signed by clients and properly scanned to OnBase
- Send Bankers Quality Control Checklist
- All loans under LPQ verified, including satisfying LPQ Direct Funding Checklist
- Handled cash drawer responsibilities accurately, balancing daily deposits and withdrawals while adhering to security protocols.
- Provided backup support during staff shortages, quickly adapting to various roles such as teller or receptionist when needed to maintain smooth operations.
- Monitored potential fraudulent activity on accounts, taking immediate action if needed to protect both the institution''s assets and its customers from harm.
- Enhanced customer satisfaction by providing efficient and timely service in processing transactions and resolving issues.
- Delivered excellent customer service experiences that led to increased client retention rates within the branch location.
- Contributed to a positive work environment by collaborating with team members on various tasks and projects.
- Assisted customers in opening accounts, setting up online banking access, and addressing any concerns or questions they had about their account.
- Developed strong relationships with clients through consistent follow-up communication regarding account status updates or additional services offered by the bank.
- Collaborated with other departments such as lending teams or investment professionals when necessary to provide comprehensive financial guidance for clients'' unique circumstances.
- Maintained accurate records of all transactions, ensuring compliance with banking regulations and minimizing errors.
- Processed loan applications meticulously, gathering necessary documentation to expedite approval processes for customers seeking financing options.
- Participated in regular training sessions to stay current on banking policies, procedures, and industry news for better customer service delivery.
- Scheduled appointments for clients with personal bankers or financial advisors based on their specific needs.
- Assisted walk-in clients efficiently during peak hours by directing them toward appropriate staff members according to their inquiry.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Exhibited high energy and professionalism when dealing with clients and staff.
Lead Teller Operations Specialist
JP Morgan Chase
San Francisco, California
03.2015 - 04.2017
- Establish and maintain relationships with individual or business customers or provide assistance with problems these customers may encounter.
- Internal auditing in the branch Audit findings, audit solutions
- Teller training to ensure operational proficiency and transaction accuracy Teller audits to ensure balanced Teller Cash Towers
- Partner with branch management to ensure satisfactory audit rating and management of critical operational metric to minimize risks and losses
- Branch training to ensure bank is in compliance with policies and procedures as well as regulatory Anti Money Laundering/Know Your Customer
- Handle client complaints start to finish, find solution and succeed
- Processing transactions efficiently, complying with BSA (Bank Secrecy Act), file reports and maintain records of specified client transactions for possible use in tax, criminal and regulatory proceedings, handling Suspicious Activity Reporting and Currency Transaction Reporting.
- Enter KYC information and review KYC information CA
- Review keys and combos for the entire branch
- Creating a report on the progress on the findings and solutions of internal audits Review outgoing International and domestic wires
- Making sure bank is within compliance following regulation and policies Make schedule for the branch including approving Vacations
- Examine, evaluate, or process loan applications.
- Coordinated scheduling for the teller team to maintain adequate coverage during peak business hours without sacrificing quality service delivery.
- Collaborated with colleagues on process improvements to enhance operational efficiency within the branch.
- Optimized cash management processes resulting in improved accuracy and efficiency of teller transactions.
- Participated in regular meetings with management, offering valuable input on ways to enhance the overall performance of the branch and address any areas of concern.
- Led cross-selling initiatives, successfully promoting additional banking products and services to clients.
- Assisted in the development of training materials, improving overall teller proficiency and branch performance.
- Enhanced customer satisfaction by efficiently handling and resolving banking inquiries and concerns.
- Contributed to increased sales revenue by identifying opportunities for upselling financial products based on client needs analysis.
- Developed strong relationships with clients by providing personalized banking solutions tailored to their needs.
- Conducted regular audits of teller drawers to ensure adherence to internal controls and reduce discrepancies in cash balances.
- Managed high-volume cash transactions with precision, ensuring accurate daily account reconciliation.
- Reduced wait times for customers through streamlined transaction procedures and effective team coordination.
- Maintained accurate records of customer transactions in line with bank procedures.
- Monitored and reported suspicious activity in line with bank security policies.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Educated customers on online banking and mobile banking applications.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Referred customers to other banking departments for specialized services.
- Monitored and verified suspicious activity on customer accounts.
- Trained new hires on customer service policies and procedures.
- Established rapport with new clients to increase satisfaction and loyalty.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Executed wire transfers, stop payments and account transfers.
- Handled various accounting transactions.
- Cross-sold credit cards, loans and other bank products.
Personal banker
JP Morgan Chase
San Francisco, California
01.2014 - 03.2015
- Client acquisition through sales calling, and walk-ins
- Strong probing, communication, analytical, problem solving, and decision-making skills to effectively uncover clients’ needs and recommend appropriate products and services
- Provide world-class service to all clients
- Initiate domestic and international wire transfers
- Submit applications to credit analysts for verification and recommendation. Adhering to AML/KYC procedures during account opening process
- Review domestic and international wire transfers Follow up with clients
- Referral to JPMC partners including Chase Private Clients, Business Banking, Mortgage Banking and Financial Advisors
- Follow policy and procedure and account opening checklist when opening new accounts and new products
- Explain to customers the different types of loans and credit options that are available, as well as the terms of those services. Initiating domestic and international wires
- Review loan agreements to ensure that they are complete and accurate according to policy.
- Handle customer complaints and take appropriate action to resolve them.
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Promoted financial products by maintaining excellent service offering knowledge.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Cross-sold bank products and services to meet customer needs and provide options.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Processed deposits, withdrawals and ACH transfers accurately.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Monitored customer accounts to detect irregularities or suspicious activity.
- Streamlined daily operations, ensuring accurate transaction processing and efficient customer service delivery.
- Conducted regular audits of cash handling procedures, minimizing risk exposure for the branch.
- Maintained high accuracy in transaction processing, ensuring client trust and financial security.
- Adapted quickly to new banking regulations, ensuring compliance and mitigating risks.
- Trained new personal bankers, elevating team performance and service quality.
- Responded to customer inquiries regarding new accounts and account services.
- Verified customer identity and reviewed documentation for accuracy.
- Greeted customers and delivered information about new account processes.
- Presented new and additional products and services to existing customers.
- Collected customer information and completed new account forms.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Maintained customer records and updated account information.
- Explained account terms and conditions to customers.
Teller
JP Morgan Chase
San Francisco, California
07.2013 - 01.2014
- Processed customer transactions, accurately recorded financial transactions Processed checks and cash for deposits, verified amounts and deposit slips
- Balanced currency, coin, and checks daily
- Making sure Suspicious Transaction Report, and Currency Transaction report are filled when it occurs.
- Show sense of urgency when the branch gets hit with busy time
- Refer clients to JP Morgan Chase Private Clients, Investments and Mortgage bankers to build in long lasting relationships
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Educated customers on use of banking website and mobile apps.
- Provided training to new tellers on bank procedures, systems, and customer service best practices.
- Handled complex transactions such as wire transfers or foreign currency exchanges with accuracy and efficiency.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Executed wire transfers, stop payments and account transfers.
- Handled various accounting transactions.
- Cross-sold credit cards, loans and other bank products.
Senior Sales Consultant
The Change Group of San Francisco
San Francisco, California
01.2009 - 05.2013
- Exchanging foreign currency into US dollars and vice versa
- Complying with Anti Money Laundering, Suspicious Activity Report, Currency Transaction Report
- Making sure cash and foreign currency is balanced cross selling
Education
Bachelor of Science - Business Management
San Francisco State University
San Francisco, California05.2012
Skills
- Ability to work under pressure
- Leadership
- Teamwork
- Communication
- Foreign Languages
- Speak in front of large groups
- Quick learner
- Flexible
- Responsible
- Efficient
- Relationship building
- Strategic planning
- Task delegation
- Multitasking Abilities
- Multitasking
- Attention to detail
- Problem-solving abilities
- Active listening
- Effective communication
- Adaptability and flexibility
Accomplishments
- 5 Star awards: exceeded 110% referral goals at San Francisco Federal Credit Union
Programs
- Teller Express
- Customer Assist CRM
- FSP
- Meridian Link
- Tranzact
- Verafin
- Hightail
- OnBase
Languages
Bengali
Native or Bilingual
Hindi
Professional Working
Punjabi
Elementary
Timeline
Branch Supervisor
San Francisco Federal Credit Union
03.2019 - 05.2025
Branch Service Representative III
San Francisco Federal Credit Union
04.2017 - 03.2019
Lead Teller Operations Specialist
JP Morgan Chase
03.2015 - 04.2017
Personal banker
JP Morgan Chase
01.2014 - 03.2015
Teller
JP Morgan Chase
07.2013 - 01.2014
Senior Sales Consultant
The Change Group of San Francisco
01.2009 - 05.2013
Bachelor of Science - Business Management
San Francisco State University