Shalane Miller
Green Brook
Summary
Top-performing professional with extensive experience in banking looking to progress in my career as a Leader. Excellent ability to combine sales, client service, operations and one team environment to advance the success of the business. Strong ability to maintain operations as well as performing credible coaching to develop talents. Reliable, flexible, adaptable and hardworking.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Branch Banker DMLO
PNC Bank
07.2022 - Current
- Delivered exceptional service through effective communication skills, empathy towards clients'' needs, problem-solving abilities, and attention to detail in daily tasks.
- Optimized branch performance by analyzing key metrics and implementing targeted action plans.
- Strengthened client relationships, offering tailored financial advice to meet individual needs.
- Improved customer satisfaction by providing personalized banking solutions and efficient service.
- Successfully resolved escalated customer complaints resulting in improved reputation management and retention rates.
- Built strong rapport with clients for long-lasting relationships by understanding their financial goals and recommending suitable solutions.
- Mentored junior bankers, fostering professional growth and development through coaching sessions.
- Achieved performance goals regularly by monitoring progress towards sales targets and implementing strategies to maximize branch revenue generation.
Relationship Manager/ Relationship Manager and Lending Specialist
Crown Heights
03.2020 - 02.2022
- Consistently meet RM effectiveness month over month. Focus on performance metrics to ensure each metrics are on target.
- Collaborate with leaders to identify financial center opportunities and help create an action plan for teammates and FC to address the issues. Assist with completing monthly operations. Mentor Tellers, Relationship Banker and colleges alike to be successful in roles. Run Financial Center in absence of AM/ABM. Review documents, lobby lead and strategically route clients to bankers.
- Proactively coached colleagues while addressing areas that needs improvement. Has Supervisor over-rides with the ability to decision transactions up to 100k
- Relationship Banker / Supervisor
Relationship Banker
Bank of America
10.2015 - 03.2020
- Transitioned to High Impact Financial Center servicing more than 25,000 transactions. Leverage brand resources to educate clientele on brand resources to impact their life priorities. Impact FC Revenue Quarter over Quarter: Total Q4 2018 160%; October 350%; Nov 272% 2017; Q1 2019 170% Global recognition for employee of the month for 4 consecutive months. Top performing RB in the Market.
- Drove Credit and Lending pipelines to drive consistent Home Equity and Mortgage referrals.
- Partnered with FC Leadership for operational processes regarding all cash activities in the branch.
- Lobby leadership, migrating traffic and informing clients of alternative ways of banking while delivering extraordinary client care.
- Decision transactions of up to $25k
- Coach teammates when appropriate on sales conversations and other issues that may arise.
- Assist with all branch operations. Review new accounts for Consumer and Business clients while making sure Relationship Managers and Relationship Bankers follow bank procedures.
- Carry out daily huddles going over sales goals and expectations for the day for each RM. Discuss goals for client care and making sure that everyone has a commitment
Customer Service Representative
Bank of America
10.2013 - 10.2015
- Drove client experience in an affluent, high volume financial center up to 27,000 transaction to success. Leveraged targeted offers to impact revenue performance of financial center. Educated clients on numerous services by the brand to drive client loyalty.
- Obtained and Maintain BCR of more that 4% month over month to sustain referral target. Managed financial center cash supply and working inventory for daily preparation. Drove Client Experience to record performance in history of the team to 5 points above target.
- Review teller work, scanning, balancing vault, review documents for Personal and Business checking/savings accounts, Atm daily filing etc. to ensure flawless Audit review.
- In charge of the CTR/MIS end of day process for my center. Review all print outs, compare them to the end of day report, make any necessary corrections and file them accordingly.
- Great attention to details, ensuring accuracy with my clients information and execute flawless privacy information protection. Excellent presentation skills. Have gained the ability to present to my clients the best banking products that meets their needs. Continually meet and exceed banking center quarterly goals.
Education
Associate of Arts -
Borough of Manhattan Community College
New York, NY05-2013
Skills
- Cash handling and management
- Cash handling proficiency
- Teller support
- Banking product sales
- Problem-solving abilities
- Decision-making
- Team building leadership,Teamwork and collaboration
- Cash handling expertise
- Risk Management
- Operational Excellence
Accomplishments
- Peak Graduate
- I Lead Nominee
- Lending and Signature Card Champion.
- Onboarding New Hires
- Cover Financial Centers as a Leader/ Supervised team of 4 or more staff members.
- Top Performing Relationship Manager and Lending Specialist 2021
- Member of a leadership council
- Completed a Relationship Banker Development Program Certification
Certification
- NMLS
- Notary Public
Timeline
Branch Banker DMLO
PNC Bank
07.2022 - Current
Relationship Manager/ Relationship Manager and Lending Specialist
Crown Heights
03.2020 - 02.2022
Relationship Banker
Bank of America
10.2015 - 03.2020
Customer Service Representative
Bank of America
10.2013 - 10.2015
Associate of Arts -
Borough of Manhattan Community College
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