VANESSA HERNANDEZ
Skokie,IL
Summary
Branch Banking Leader with extensive experience in retail banking and customer experience. Achieved operational efficiency and sales goals through effective team coaching, disciplined activity tracking, and relationship-building strategies. Focused on enhancing customer satisfaction and driving performance improvements through personalized service and collaboration.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Senior Retail Relationship Banker
BMO Financial Group
Niles, Illinois
03.2026 - Current
- Built relationships with customers by providing personalized service and advice based on their individual needs and goals.
- Managed daily branch operations, prioritizing customer service and operational efficiency.
- Directed daily operations across teams, workflows, and service standards.
- Processed consumer account openings and maintenance requests, ensuring compliance and customer satisfaction.
- Reviewed loan applications, account activity, and compliance documents for accuracy.
- Trained employees on policies, procedures, and banking systems.
- Monitored cash handling, vault controls, and branch security procedures.
- Coordinated with financial institution leadership to align branch operations with sales goals and enhance service delivery.
Senior Personal Banker
Citibank
Niles, IL
03.2023 - 03.2026
- Acted as branch leader, managed daily operations, risk routines, and resolved client escalations.
- Coached and developed bankers through targeted feedback, ride-alongs, and skill-building, enhancing pipeline quality, referrals, and product performance.
- Lead daily/weekly sales huddles; tracked activity and results to drive month-end performance and improve client outcomes.
- Executed operational controls including audit preparation, cash ordering, balancing, branch controls, and documentation quality checks to ensure compliance and service consistency.
- Partner with district leadership and internal specialists on campaigns and process improvements, contributing to strong quarterly execution and recognition (add your award/recognition here).
- Supported small business growth by matching clients to tailored solutions such as business checking, merchant services, and credit options.
Senior Relationship Banker
JPMorgan Chase
07.2018 - 09.2022
- Exceeded personal goals by identifying client needs and recommending tailored deposit, lending, and credit solutions.
- Generated revenue through collaboration with mortgage, investment, and business specialists, enhancing referrals and deepening client relationships.
- Built revenue through strong partner collaboration with mortgage, investments, and business specialists, increasing referrals and expanding relationships.
- Trained and supported new bankers on system navigation, product knowledge, and client conversation strategies.
- Enhanced small business relationships by providing customized solutions for accounts, merchant services, and credit products.
Teller
Jpmorgan Chase
Northfield, IL
09.2016 - 09.2018
- Processed high-volume transactions while maintaining accuracy, strong controls, and excellent client experience.
- Managed vault and cash operations, balancing cash and ordering supplies to ensure audit readiness.
- Coached and supported tellers, leading by example during peak volume periods to improve overall performance.
- Enhanced product penetration by identifying client needs and referring them to suitable account and banking solutions.
Education
Business Administration
OAKTON COMMUNITY COLLEGE
High School Diploma -
MATHER HIGH SCHOOL
Skills
- Retail Banking Practices
- Client Financial Assessment
- Sales activity management
- Sales Production
- Direct Sales & Referrals
- Performance tracking
- Compliance
- Documentation accuracy
- Managing Operational Risk
- Strategic Customer Experience
- Coaching and onboarding
- Service Recovery & De Escalation
- Team Work & Leadership
- Fluent Bilingual - English & Spanish
Certification
Leaders Circle YTD, Exceeds Expectations Performance Reviews, Top Performer IL North Area
Timeline
Senior Retail Relationship Banker
BMO Financial Group
03.2026 - Current
Senior Personal Banker
Citibank
03.2023 - 03.2026
Senior Relationship Banker
JPMorgan Chase
07.2018 - 09.2022
Teller
Jpmorgan Chase
09.2016 - 09.2018
Business Administration
OAKTON COMMUNITY COLLEGE
High School Diploma -
MATHER HIGH SCHOOL