Citizens Bank - WIBranch Manager at Citizens Bank - WI
Dec. 2013 - Jan. 2019New Berlin, WI • Consultative relationship growth and sales process/financial needs assessment to build a thorough customer profile and identify short- and long-term financial needs
• Explained, promoted, or sold products or services such as personal accounts, business accounts, estates, trusts, guardianships, and tax plans, or made referrals to appropriate department for relationship growth and recorded all necessary information into Customer Relationship Management (CRM) software • Provided a high level of financial and administrative services to customers in-person, through email, text, or chat options
• Assisted and advised customers on using online and mobile banking systems
• Performed work involving the collection, compilation and/or tracking of data and uses multiple software applications and electronic databases to enter, modify and retrieve sensitive information
• Complied with bank operations and security procedures including PATRIOT Act, Customer Identification Program (CIP), Know Your Customer (KYC), Customer Due Diligence (CDD), Account Due Diligence (ADD), Anti-Money Laundering Act (AML), Bank Security Act (BSA), and fraud monitoring • Oversaw the review and reconciliation of financial reports • Received cash and checks for deposit or withdrawal, verifying amounts, and checking the accuracy of deposit/withdrawal tickets
• Collaborated with upper management to develop, implement, and manage administrative and account-orientated plans and goals
• Recruited, hired, and developed a highly motivated team that consistently provided excellent customer service
• Handled in-branch audit responsibilities • Accomplished a team 98% Customer Satisfaction rating over four consecutive years