YESENIA ORTIZ
Summary
Results-driven Financial Services Professional with over 9 years in banking. Expertise in client relationship management, personal and business banking, and branch operations leadership. As an acting Assistant Branch Manager, built client portfolios and led teams to enhance referral growth across mortgage, wealth management, and commercial lending.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Personal Banker
Citibank
Chula Vista, USA
12.2024 - Current
- Cultivate and grow client relationships through proactive outbound and inbound calling
- Collaborated with mortgage and wealth management teams to enhance client
- Served clients by streamlining financial solutions offered
- Coached tellers and staff on product knowledge and customer needs identification to improve service quality
- My sales goal is around 1 million every month with daily interaction goal of 18 and 2 referrals per I have to be above 90% on my sales goal every month
- Monitor and review daily risk and sales reports and credit pipeline to ensure goals and procedures are met
- Manage operations by reviewing daily reports for proper procedures and risk control
Associate Personal Banker
Wells Fargo
San Diego, USA
03.2023 - 11.2024
- Supported business customers in securing credit and loans to meet their financial needs
- Guided customers in navigating online banking applications for improved access to services
- Supported manager in execution of the mobile strategy leading increased mobile adoption by 75%
- Led discovery‑driven conversations to understand customer goals and deliver tailored banking and credit strategies that strengthen relationships, increase retention, and drive balanced growth across deposits and lending
Branch Operational Associate Manager
Wells Fargo
Lemon Grove, USA
04.2022 - 02.2023
- Engaged with customers to deliver exceptional service, enhancing client satisfaction
- Managed daily cash handling and reconciliation tasks
- Perform operational tasks and execute successful risk management.
- Coach tellers and personal bankers on affluent strategies and segmentation
- Leverage reporting and employee observations to gain insight into strengths and opportunities, taking decisive action to improve team
- Educate employees around credit products and cues to identify referral opportunities
- Coach tellers and personal bankers on affluent strategy and segmentation
- Mentor and develop team members, helping them achieve individual performance goals and onboard new team members
- Facilitated resolution of employee and customer complaints, ensuring effective management and improved relationships
Associate Personal Banker
Wells Fargo
Lemon Grove, USA
05.2018 - 04.2022
- Proactively sourced, acquired, built, and maintained relationships with customers and colleagues, driving customer engagement
- Direct customer interactions, building relationships, and taking ownership of escalated concerns
- Assessed customers’ needs and provided them with options to meet their goals
- Assisted Branch Manager with growth strategy, building affluent and business households, contributing to branch's increased level change
- Cultivated strong partnerships with Home Mortgage and BBAS for commercial lending, enhancing service offerings.
- Business advocate that assisted simple to complex businesses, able to understand business documents and ownership
- Analyzed customer requirements and offered tailored solutions.
Teller
Wells Fargo
San Diego, USA
10.2016 - 05.2018
- Managed cash transactions accurately at the teller window
- Performed routine teller transactions, including large deposits and merchant transactions
- Engaged customers to identify needs, fostering a strong referral pipeline
Education
Certification - Medical Administrative Assistant
Southwestern College
Chula Vista, CA 01.2014 - 01.2018
Skills
- Financial analysis
- Customer relations
- Notary Public
- Organizational skills
- Leadership
- Ability to Teach and Mentor
- Interpersonal
Timeline
Personal Banker
Citibank
12.2024 - Current
Associate Personal Banker
Wells Fargo
03.2023 - 11.2024
Branch Operational Associate Manager
Wells Fargo
04.2022 - 02.2023
Associate Personal Banker
Wells Fargo
05.2018 - 04.2022
Teller
Wells Fargo
10.2016 - 05.2018
Certification - Medical Administrative Assistant
Southwestern College
01.2014 - 01.2018