Teresa Hess
Marion
Summary
Dynamic Assistant Branch Manager with proven expertise in banking operations, risk management, and team development. Adept at streamlining processes to enhance efficiency and foster a culture of accountability.
Overview
26
26
years of professional experience
Work History
Assistant Branch Manager
Farmers State Bank
Marion, Ia
02.2019 - Current
- Supervised daily operations, ensuring compliance with banking regulations and policies.
- Streamlined branch processes, improving efficiency in transaction handling and service delivery.
- Developed and implemented training programs for staff to enhance customer service skills.
- Led team meetings to align goals and strategies, fostering a culture of accountability and excellence.
- Mentored junior staff, promoting professional development and enhancing overall team performance.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with the manager to significantly raise customer satisfaction ratings.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
- Coached and developed branch staff by offering constructive feedback.
- Supervised a team of 6-8 branch employees and made recommendations regarding performance evaluations. Supported the teller supervisor at our Collins Square Road branch.
- Implemented process improvements to increase productivity.
- Managed risk effectively through strict adherence to compliance guidelines, minimizing financial losses due to fraud or errors in transactions.
- Collaborated with other departments within the bank to resolve complex issues efficiently, ensuring seamless service delivery to customers.
- Improved teller accuracy by implementing standardized cash handling procedures and conducting regular audits on cash drawers.
- Streamlined branch operations for increased efficiency through implementation of new processes and procedures.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Conducted regular performance evaluations for staff members, providing constructive feedback for professional development and growth.
- Maintained friendly and professional customer interactions.
- Complied with regulatory guidelines and requirements.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
Personal Banker
Community State Bank
Morrison, IL
01.2013 - 02.2019
- Assisted clients with account management, loan applications, and financial planning services.
- Developed personalized banking solutions to enhance customer satisfaction and loyalty.
- Led training sessions for new staff on banking policies and customer service best practices.
- Collaborated with team members to streamline processes for improved operational efficiency.
- Monitored account activity to detect fraudulent transactions and protect client assets.
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Promoted financial products by maintaining excellent service offering knowledge.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in the database.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Supported managers in implementing operational improvements that increased efficiency across the branch network.
- Streamlined daily operations, ensuring accurate transaction processing and efficient customer service delivery.
- Assisted BSA officer with CTR filings as well as monitored large cash transactions for AML procedures.
Universal Banker
US Bank National Association
08.2012 - 12.2012
- Assisted clients with account openings, closings, and maintenance to enhance customer satisfaction.
- Educated customers on banking products and services to optimize their financial solutions.
- Facilitated customer transactions, ensuring accuracy and compliance with banking regulations.
- Collaborated with team members to improve operational efficiency and streamline processes.
Teller/Lead Teller
Wells Fargo
Morrison, IL
10.2000 - 08.2012
- Processed customer transactions efficiently and accurately, ensuring high levels of service satisfaction.
- Assisted customers with account inquiries, providing tailored solutions to meet individual needs.
- Maintained cash drawer accuracy through diligent reconciliation practices and attention to detail.
- Trained new tellers on banking procedures and compliance regulations to enhance team performance.
- Identified opportunities for process improvements, implementing changes that streamlined operations and reduced wait times.
- Ensured compliance with federal regulations and bank policies, minimizing risk exposure during transactions.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Answered customer inquiries regarding account balances, transaction history, service charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- 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.
- Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
- Monitored and reported suspicious activity in line with bank security policies.
- 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.
- Ensured compliance with banking regulations by accurately completing all required reports and paperwork.
- Improved branch security by adhering strictly to all policies and procedures related to cash handling and fraud prevention.
- Enhanced fraud detection efforts by vigilantly identifying suspicious activities and transactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Trained new hires on customer service policies and procedures.
- Supervised daily operations, ensuring compliance with banking regulations and company policies.
- Implemented process improvements, enhancing operational efficiency within the branch environment.
- Analyzed transaction patterns to identify potential risks and prevent fraud effectively.
- Monitored teller performance metrics, providing feedback to improve productivity and service quality.
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
- Assisted in achieving audit compliance, rigorously following internal policies and external regulations.
- Assisted Branch Manager with annual compliance audits.
Education
High School Diploma -
Tampico High School
Tampico, ILSkills
- Financial product sales
- Banking
- Audit preparation
- Risk management
- Operations management
- Employee training
- Customer relationship management
- Branch operations oversight
- Financial software
- Employee scheduling
- Team development
- Cash handling procedures
- Staff development
- Recruitment skills
- Work prioritization
- Strong leadership
- Communication skills
- Strong interpersonal skills
- Excellent work ethic
- Approachable
- Performance management
Timeline
Assistant Branch Manager
Farmers State Bank
02.2019 - Current
Personal Banker
Community State Bank
01.2013 - 02.2019
Universal Banker
US Bank National Association
08.2012 - 12.2012
Teller/Lead Teller
Wells Fargo
10.2000 - 08.2012
High School Diploma -
Tampico High School