Steven Arocho
Fort Myers,FL
Summary
Versatile Branch Manager offers financial consulting, cash handling and employee coaching and training expertise coupled with outstanding time management and conflict resolution skills. Seasoned leader with 11 years of experience overseeing day-to-day operations of branch. Committed to finding creative ways to motivate employees to exceed customer service and sales goals. Forward-thinker offering advanced experience in business development and strategic planning resulting in consistent growth and profitability. Proven leader with track record of successful communication, client relationship building and achievement of sales goals. Highly-motivated with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
VP Business Development Officer(Multi-site Branch)
Bank OZK
Fort Myers, FL
07.2018 - Current
- Responsible for developing and implementing strategies to maximize financial center profitability.
- Managed the daily operations of a financial center, including staffing, customer service, sales and marketing activities.
- Ensured compliance with all applicable laws, regulations and policies related to banking operations.
- Provided guidance and leadership to financial center staff in order to ensure adherence to established procedures and standards.
- Analyzed market trends and identified opportunities for product development or expansion of services offered by the financial center.
- Performed regular audits of branch records in order to identify areas of improvement or potential risks.
- Conducted performance reviews for branch personnel in order to assess individual contributions and provide feedback on areas requiring further development.
- Resolved customer complaints in a timely manner while maintaining a high level of professionalism.
- Engaged in business development activities such as cold calling prospective clients, attending networking events., in order to increase customer base.
- Interacted with other departments within the organization when necessary in order to coordinate activities or resolve issues.
- Prepared monthly reports summarizing operational performance metrics such as customer satisfaction levels, deposit growth trends, sales goals achieved vs missed targets.
- Developed initiatives aimed at improving customer experience at the branch level.
- Coordinated approval or rejection of lines of credit or commercial, real estate or personal loans.
- Planned, organized, managed, scheduled and supervised all activities related to the center's operations.
- Supervised the recruitment process for all locations, including interviewing candidates and selecting appropriate personnel.
- Conducted regular one-on-one meetings with each mentee to discuss challenges, successes and goals.
- Supported the growth of existing staff through coaching conversations focused on individual strengths.
- Managed hiring, training, scheduling, and evaluating of staff members.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Provided expert advice to customers on loan products and services for consumer and small business.
Relationship Specialist II
Florida Community Bank
Cape Coral, FL
11.2015 - 07.2018
- Developed and maintained relationships with customers to ensure customer satisfaction.
- Provided comprehensive financial advice and solutions to customers, including investments, mortgages, loans and insurance.
- Assisted customers with opening new accounts, making deposits, withdrawals and transfers in accordance with banking regulations.
- Conducted customer needs assessments to identify appropriate products and services for clients.
- Educated customers on available banking products such as credit cards, debit cards and online banking services.
- Prepared loan documents according to bank procedures while ensuring accuracy of all data entries.
- Utilized sales techniques such as cross-selling additional products or services to increase revenue potential for the bank.
- Collaborated effectively with other departments such as operations or marketing teams to ensure efficient delivery of services.
- Participated in team meetings to discuss strategies for improving client satisfaction ratings.
- Cultivated relationships with local businesses by offering customized business banking packages.
- Coached junior staff members on best practices related to personal banking services.
Personal Banker
Fifth Third Bank
Fort Myers, FL
01.2015 - 11.2015
- Provided customer service to clients, including answering questions and resolving issues.
- Conducted account openings and closings for clients.
- Greeted customers upon entering the bank and directed them to appropriate personnel or services.
- Responded promptly to customer emails, phone calls and requests for information.
- Cross-sold banking products such as credit cards, loans and investments.
- Performed daily balancing of cash drawer and reconciled discrepancies when necessary.
- Assisted customers with deposits, withdrawals, transfers, loan payments and other banking transactions.
- Processed loan applications according to established guidelines.
- Conducted outbound calls to existing clients to promote company's products and services.
- Generated leads through cold-calling techniques and referrals from current customers.
Professional Teller
Bank of America
Bonita Springs, FL
04.2013 - 12.2014
- Assisted customers with deposits, withdrawals, transfers and other banking transactions.
- Processed cash and check deposits accurately and efficiently.
- Verified customer identification and account information in accordance with bank policies.
- Answered customer inquiries regarding account balances, fees, services and products.
- Cross-sold bank products such as checking accounts, savings accounts, loans and credit cards.
- Maintained a high level of confidentiality when handling sensitive financial documents.
- Balanced teller drawers daily according to established procedures.
- Reported suspicious activities or unusual transactions to management immediately.
- Explained bank services and products clearly so that customers could make informed decisions.
- Followed proper procedures for processing wire transfers both incoming and outgoing.
- Delivered exceptional service to customers in person or over telephone.
- Adhered to financial services security and audit procedures.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
Education
High School Diploma -
Riverdale High School
Fort Myers, FL05-2011
Skills
- Operations Management
- Human Resources Management
- Cross-functional team leadership
- Corporate Communications
- Growth planning
- Procedure Implementation
- Business Development
- Office Management
- Adaptability
- Multitasking
- Community Engagement
- Sales
- Talent Development
- Time Management
- Positive and Constructive Feedback
- Customer Service
- Compliance Monitoring
- Lending
- Coaching and mentorship
Languages
Spanish
Native/ Bilingual
Certification
- Notary certified
Timeline
VP Business Development Officer(Multi-site Branch)
Bank OZK
07.2018 - Current
Relationship Specialist II
Florida Community Bank
11.2015 - 07.2018
Personal Banker
Fifth Third Bank
01.2015 - 11.2015
Professional Teller
Bank of America
04.2013 - 12.2014
High School Diploma -
Riverdale High School
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