Jane Perez

· Reinstated as RMLS in October after successfully supporting the Online Banking Call Center during COVID-19 pandemic.

· Managed a branch team through proper coaching and mentoring to successfully meet sales and personal goals. · Built solid relationships with junior personal bankers, business partners and specialists by fostering teamwork. · Identified client needs through consultative questioning approach and find appropriate solutions, including but not limited to Home Equity Line of Credit (HELOC). · Reviewed customer accounts and transactions using available reporting tools to ensure that federal regulations and corporate policies are being met and resolve any compliance issues that may arise. · Consistently worked to deepen existing client relationships by uncovering financial needs through outbound calling and appointments. · Promoted self-service banking alternative by educating customers with all options available to them according to individual needs. · Responsible for investigating customer complaints and concerns escalated by junior personal bankers. · Assisted with maintenance of accounts by monitoring, researching and verifying transactions. · Performed all necessary reconciliations of financial reports by verifying transactions and analyzing discrepancies. · Performed all functions of the Senior Personal Banker.

· Oversaw sales of financial and investment products, including: credit cards, CDs, IRAs, loans, insurance, etc. · Initialized, build, and maintained relationships with new and existing clients. · Interviewed, qualified, and processed consumer and business loans and credit lines. · Explained rates, terms and programs to all clients; identified and optimized all cross-sell opportunities. · Trained, supported, and mentored branch sales associates. · Assisted with customer inquiries in the effort to minimize customer wait time. · Educated customers about products and self services; follow up with customers to ensure satisfaction. · Posted daily sales reports and review teller referrals goals, provided additional coaching to tellers as needed. · Consistently exceeded sales goal with an average of 119% vs. plan throughout the last 2 years; routinely commended for providing an exemplary level of customer service. · Performed all functions of the Customer Service Representative.

· Efficiently processed a high volume of cash and check transactions in a high risk center. · Provided outstanding customer service to ensure client satisfaction, loyalty, and repeat business. · Consistently demonstrated a sense of urgency in the effort to minimize customer wait time · Identified and uncovered customer needs; and successfully recommended relevant solutions. · Maintained compliance with all corporate policies; routinely commended for level of work productivity and dedication. · Recognized for outstanding performance in generating quality sales leads and best-fit product recommendations.