Teresa Rojas
Richmond,Texas
Summary
Professional banking specialist with over 20 years in proven expertise in financial services by executing on business strategies, achieve results and drive growth. Adept at fostering collaborative team environments and delivering high-performing results. Skilled in financial advising, account management, with strong adaptability to evolving client needs. Experienced in fast-paced financial environments. Mentor and guide new talent and existing team members to further their career path.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute and excel in branch success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Teller
Wells Fargo
01.2018 - Current
- Managed daily cash drawer balancing and addressed discrepancies.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- 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.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- 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.
- Educated customers on use of banking website and mobile apps.
- 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.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- 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.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Collaborated effectively with other departments as needed to resolve outstanding issues or complete complex tasks for customers.
- Conducted daily audits of cash drawers to prevent discrepancies and maintain financial integrity.
- Boosted cross-selling of bank products by identifying customer needs during transactions.
- Enhanced fraud detection efforts by vigilantly identifying suspicious activities and transactions.
- Ensured compliance with banking regulations by accurately completing all required reports and paperwork.
- Facilitated introduction of new tellers by mentoring them on bank procedures and customer service excellence.
- Supported branch goals by participating in initiatives aimed at improving overall bank performance and customer satisfaction.
- Fostered positive banking experience, helping customers with account management and service selection.
- Improved branch security by adhering strictly to all policies and procedures related to cash handling and fraud prevention.
- Enhanced team knowledge by sharing best practices in cash handling and customer service.
- Improved operational efficiency by organizing teller area for optimal workflow and accessibility.
- Counted, verified and handled bank deposits and armored car transactions.
- Educated customers on online banking and mobile banking applications.
- Trained new hires on customer service policies and procedures.
Branch Operations Coordinator
Wells Fargo
04.2014 - 12.2017
- Performed audits periodically to verify adherence to corporate policies and regulatory standards.
- Enhanced customer satisfaction through effective communication and prompt resolution of issues.
- Implemented strategies aligned with corporate guidelines to manage risk effectively.
- Implemented new software systems to streamline workflow and increase productivity.
- Boosted employee retention by fostering a positive work environment and providing ongoing support and training.
- Improved branch efficiency by streamlining processes and procedures for daily operations.
- Assisted in managing sales targets alongside generating leads for potential clients.
- Prepared project documentation for branch teams.
- Coordinated staff scheduling, ensuring adequate coverage during peak hours and holidays.
- Oversaw inventory management, reducing waste and maintaining optimal stock levels.
- Mentored junior staff members, contributing to their professional growth within the company substantially.
- Collaborated with other branches to share best practices and improve overall operational performance.
- Managed branch budget, optimizing resources to achieve financial goals.
- Built rapport with clients by consistently providing exceptional service leading to repeat business.
- Maintained friendly and professional customer interactions.
- Complied with regulatory guidelines and requirements.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Complied with established internal controls and policies.
- Developed strategic plans for day-to-day financial operations.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Created financial dashboards to provide insights into key performance indicators.
Relationship Banker
JPMorgan Chase
01.2009 - 06.2013
- Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
- Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.
- Expanded client base through effective networking and referral generation, leading to increased business opportunities.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Collaborated with branch team members to improve overall performance and achieve sales targets consistently.
- Cultivated strong customer relationships by providing tailored advice and services.
- Conducted comprehensive financial reviews for clients, resulting in more informed decision-making and better risk management.
- Analyzed customers' financial information to deliver personalized account guidance.
- Adapted products and services to suit customers' changing financial circumstances.
- Enhanced reputation as a trusted advisor with clients through consistent delivery of high-quality financial guidance and support.
- Developed strong rapport with local businesses, positioning the bank as a preferred partner for commercial banking services.
- Managed multiple customer accounts efficiently, ensuring accurate record-keeping and timely resolution of issues.
- Fostered a positive working environment by actively participating in team meetings and supporting colleagues in their professional development.
- Assisted clients in navigating complex banking services, making their banking experience smoother.
- Facilitated financial planning workshops, empowering clients with knowledge to make informed decisions.
- Tailored investment advice to align with clients' financial goals, fostering long-term growth.
- Enhanced client trust and loyalty by providing personalized financial advice and solutions.
- Pioneered digital banking tutorial for clients, facilitating shift towards digital platforms.
- Actively participated in community events to promote bank services, expanding market reach.
- Achieved high levels of client acquisition through effective networking and referral strategies.
- Organized and led financial literacy programs for community, enhancing bank's reputation and outreach.
- Developed and maintained strong relationships with clients, ensuring high level of satisfaction and retention.
- Introduced new and additional products to current clients.
Personal Banker
JPMorgan Chase
06.2006 - 12.2008
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Enhanced client retention with proactive follow-ups and timely resolution of account issues.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Leveraged advanced knowledge of banking products/services to deliver custom presentations that effectively addressed unique client needs.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Collaborated with branch team members to achieve monthly sales targets and improve overall performance.
- Supported managers in implementing operational improvements that increased efficiency across the branch network.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Expanded client base by promoting new financial products.
- Monitored customer accounts to detect irregularities or suspicious activity.
- Expanded customer base by consistently meeting referral goals through networking events and community outreach initiatives.
- Conducted regular audits of cash handling procedures, minimizing risk exposure for the branch.
- Conducted regular portfolio reviews with clients, aligning financial strategies with changing needs and goals.
- Increased branch revenue by cross-selling banking products tailored to individual client needs.
- Conducted comprehensive needs assessments to match clients with optimal banking products, boosting customer satisfaction.
- Enhanced client investment portfolios with personalized financial advice and product recommendations.
- Identified opportunities for business growth by analyzing client feedback and market trends.
- Delivered personalized banking solutions to high-net-worth clients, solidifying trust and satisfaction.
- Optimized account management practices, leading to improved client retention rates.
- Trained new personal bankers, elevating team performance and service quality.
- Fostered strong client relationships through regular follow-ups, securing loyalty and repeat business.
- Presented new and additional products and services to existing customers.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
Education
University of Houston
Houston, TX05.2004
Willow Ridge High School
Sugar Land, TX05.1998
Skills
- Exceptional customer service
- Strong work ethic
- Professionalism and courtesy
- Excellent time management skills
- Transaction processing accuracy
- Cash handling expertise
- Relationship building and management
- Goal-oriented focus
- Patience and empathy
- Stress tolerance
- Compliance, banking laws, and regulations
- Listening and comprehension
- Customer relationship building
- Conflict resolution techniques
- Regulatory compliance
- Fraud detection
- Drawer balancing
- Sales expertise
- Spanish speaking
- Referral management
- Strong sense of banking ethics
- Safe and vault operation
- Currency and coin counter
- Excellent communication skills
- New teller training
- Risk management evaluation background
- Attention to detail
- Reliable and responsible
- Relationship building
- Team cooperation
- Decision-making
- Team leadership
- Analytical thinking
- Product and service sales
- Staff assistance
- Balance verification and reconciliation
- Cash supply orders
- Vault monitoring
- Cash drawer reconciliation
Accomplishments
Top Performer
MVP
Certification
Series 6 and 63 2009-2013
- FINRA, JPMorgan Chase - 2009-2013
Languages
Spanish
Native or Bilingual
Timeline
Teller
Wells Fargo
01.2018 - Current
Branch Operations Coordinator
Wells Fargo
04.2014 - 12.2017
Relationship Banker
JPMorgan Chase
01.2009 - 06.2013
Personal Banker
JPMorgan Chase
06.2006 - 12.2008
University of Houston
Willow Ridge High School
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