Susan L Burns
Newport News,VA
Summary
Top-notch Relationship Banker with solid background in banking and finance. Effective at building positive relationships with clients, achieving sales goals and providing excellent customer service. Strong communication and interpersonal skills committed to making customers understand financial needs, goals and options.
Overview
44
44
years of professional experience
Work History
Senior Relationship Banker
C & F Bank
12.2013 - 10.2023
- Increased cross-selling opportunities through identifying clients'' needs and recommending appropriate banking products.
- Supervised daily branch operations to ensure efficiency, compliance, and a positive customer experience.
- Provided support during audits by ensuring accurate documentation was maintained for all client interactions.
- Resolved complex customer issues, resulting in increased trust and loyalty among clients.
- Managed a portfolio of high-value clients, ensuring their satisfaction and retention.
- Conducted financial reviews with clients to identify opportunities for additional product offerings or improvements in their current situation.
- Generated revenue growth by successfully closing deals on loans, lines of credit, mortgages, and other banking products.
- Developed new business by actively prospecting potential customers and maintaining strong referral networks.
Business Relationship Officer
Langley Federal Credit Union
08.2008 - 12.2013
- Facilitated meetings and discussions between clients, sales and delivery teams.
- Increased referral business by actively networking within the community and participating in local events representing the bank.
- Monitored, followed-up and escalated cases to meet customer response commitments.
- Increased loan approvals by diligently assessing creditworthiness and recommending suitable lending options.
Branch Manager
RBC Bank
12.2001 - 08.2008
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Submitted loan applications to underwriter for verification and recommendation.
Branch Manager
Wachovia Bank/ Central Fidelity Bank
08.1979 - 11.2000
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Submitted loan applications to underwriter for verification and recommendation.
Education
High School Diploma -
Ferguson High School
Newport News, VAUS History
Christpher Newport University
Newport News, VADiploma - Accounting And Business Management
Virginia Bankers School of Bank Management
UVA Charlottesville, VABusiness Lending - Business Lending
Fluno Institute /University of Wisconsin
Madison, WISkills
- Loan Origination
- Portfolio Management
- Commercial Lending
- Cross-selling techniques
- Relationship building and management
- Money Handling
- Business Development
- Compliance, banking laws, and regulations
- Cash Supply Orders
- Account Services
- Night and Safe Deposit boxes
Timeline
Senior Relationship Banker
C & F Bank
12.2013 - 10.2023
Business Relationship Officer
Langley Federal Credit Union
08.2008 - 12.2013
Branch Manager
RBC Bank
12.2001 - 08.2008
Branch Manager
Wachovia Bank/ Central Fidelity Bank
08.1979 - 11.2000
High School Diploma -
Ferguson High School
US History
Christpher Newport University
Diploma - Accounting And Business Management
Virginia Bankers School of Bank Management
Business Lending - Business Lending
Fluno Institute /University of Wisconsin
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