Sursattie S. Baksh
Hopatcong,USA
Summary
Experienced Branch Service Excellence Manager with over 20 years in the banking industry. Offers a unique blend of managerial expertise and comprehensive knowledge of branch operations and sales in retail and commercial sectors. Consistently surpasses bank and customer service standards by delivering exceptional customer service, exceeding expectations in Mystery shops and surveys. Possesses extensive familiarity with banking products, partners, and services, as well as a strong background in business development and marketing. Equipped with advanced training in bank leadership, fraud awareness, and teller operations. Exceptional problem-solving skills and a talent for creative decision-making.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Service Excellence Manager I, Assistant Vice-President
Valley National Bank
11.2007 - Current
- Manage all Sales and operational aspects of the branch functions to ensure satisfactory audit ratings and adherence to compliance requirements while achieving and maintaining a high level of customer service and satisfaction
- Knowledge of and review proper account opening documentation, ensuring proper documentation is collected and maintained to comply with policy and procedure, including the completion of timely site visits for business accounts
- Knowledge of KYC (Know Your Customer) and CIP (Customer Identification Program)
- Evaluating and approving all exception items, that can be minimizing potential loss or risk to the bank
- Manage branch staffing, scheduling for appropriate coverage, monitor dress code, ensure proper reporting through ETime for attendance according to compliance
- Educate and coach employees of promotional opportunities and continue to manage their performance and development as a team
- Assist with performance coaching and complete performance reviews of branch personnel in a timely manner
- Collaborate with Interview, hiring new branch employees
- Prepare Disciplinary Action Notices when required or discharge branch personnel consistent with HR guidelines
- Responding to employee complaints, consistent with policies, regulatory requirements and legal requirements, escalate through proper channels where appropriate
- Reinforce support of all bank policies regarding equal opportunity employment and in managing a diverse work force
- Manage timely submission and accuracy of all Branch Management Operational reports, AML reporting and audits as required, including reconciliation of branch general ledger accounts and other report inconsistencies, knowledge of Suspicious Activity and Fraud Awareness
- Represent the bank in dealing with customer complaints, inquiries or problems, including written correspondence; escalate through proper channels where appropriate
- Delegate to branch personnel, ensure employees comply with Policies and Procedures and branch staff is proof daily
- Act as a liaison between clients and different departments
- Ensure cash vault is proof daily, maintained within the proper cash limit
- Ensure branch appearance meets the Bank’s standards including correct and complete signage, address building maintenance issues timely
- Coaching and developing branch personnel in product knowledge, selling loan products, completion of loan package and closing of Mortgages, HELOC, HEL, Commercial Loans as needed, Auto and Secure loans, while achieving in-branch sales, referrals for Commercial products and other VNB partners’ products and goals
- Organizing in-branch sales activities and promotions
- While supporting CRA activities and programs within the local communities and the school districts
- Build and expand customer relationships to maintain deposit base and growth for branch
Financial Service Representative (License Bank employee)
Sovereign Bank
03.2005 - 11.2007
- Assist customers while prospecting and understanding their financial objectives
- While suggesting appropriate products and service solutions for their needs
- Sells clients on value and benefits as suggested with alternatives and closes sales
- Maintains strong product and sales knowledge and provide excellent customer service
- Provides sound advice at every customer interaction to create a positive customer experience and ensures that the customer financial needs have been met
- Assist with Loan application processing and closing of the loans
- Participate in weekly telemarketing calls to prospect customers and community bank days for meet and greet with new prospects and existing clients
- Offer non-FDIC products to qualify customers and complete all documents for the product sold
- Participate in financial seminars and educate various businesses and individuals in local Communities about the various non-FDIC products sold/ offered at the bank
Customer Service Representative (License Bank employee)
Bank of America N.A
05.1998 - 03.2005
- Cross-sell and open bank products and provide services based on the client’s needs
- Process loans request application and disbursement of funds after loan is closed
- Assist customer with account-related requests such as: stop payments, wire transfers, ACH, Credit
- Cards, inquiries regarding service charges, ATM/Debit card usage, credit limits and funds availability, etc
- Act as a liaison between clients and different departments
- Offer non-FDIC products to qualify customers and complete all documents for the product sold
Education
Associate of Science - Business Administration
Coursework in: Financial Analysis, Banking and Finance, Acquisition and Contract Management, Accounting I & II, Business concept and Computer classes, Economics and Science
Skills
- Goal-oriented
- Operational skills
- Sales skills
- Friendly personality
- Networking strategies
- Communication skills
- Team-building
- Decision-making
- Prioritization
- Proficiency in Microsoft Office
- Proficiency in Salesforce
- Proficiency in Power BI
- Verbal and written communication
- Relationship building
Certification
- NJ Notary Public- Morris & Sussex County
- Medallion Officer for VNB Succasunna Office
- NJ Real Estate License - referral agent
- Certified IRS Tax Preparer License for NJ and NY
Timeline
Service Excellence Manager I, Assistant Vice-President - Valley National Bank
11.2007 - Current
Financial Service Representative (License Bank employee) - Sovereign Bank
03.2005 - 11.2007
Customer Service Representative (License Bank employee) - Bank of America N.A
05.1998 - 03.2005
County College of Morris - Associate of Science, Business Administration
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