VERNICEYA COOPER
Friendswood,TX
Summary
Persistent Associate Banker and Branch Lead Designee experienced in supervising, training and motivating up to 8 team members. Skillful in redesigning processes for efficiency gains, analyzing sales trends and service reports and mentoring and guiding employees in performing assigned duties. Certified in Customer service within Banking. Results-oriented professional committed to exceptional, responsive service in all interactions with customers and employees. Successful in Coaching and Motivating team members in a fast-paced competitive banking environments.
Overview
11
11
years of professional experience
Work History
Associate Banker/Branch Lead Designee
Wells Fargo, NA
05.2022 - Current
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
- Scheduling Team Members
- Manage branch in absence of Branch Manager
- Coach tellers on conversation starters
- Diffuse customer complaints and concerns
- Work with District Manager directly to increase NPS scores
- Coach and train new and current tellers on efficiency, consistency, and accuracy of transactions with customers
- Open, close, and updated accounts for customers
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services
- Provided advice on different bank products and financial options
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services
- Helped clients protect assets through variety of strategies
- Produced and executed loan packages
- Networked with realtors and current clients to generate referrals
- Trained and mentored junior banking staff to maximize performance, efficiency and compliance
- Supervised branch operations and made continuous improvements in each area
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue
- Developed tailored solutions to meet individual banking needs
- Encouraged employee development and promoted management staff from within
- Set risk management policies to mitigate bank losses.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services
Teller
Wells Fargo
06.2015 - 05.2022
- Manage and train tellers, managers right hand with scheduling shifts, being available when manager isn't to assist and step in with customer issues/ concerns, provide teller overrides
- Assist Customers in processing their transactions(deposits, withdrawals,
- Express send transactions etc)
- Introduce customers to products that are beneficial, from online banking, direct deposit, business credit cards and more
- Help and assist customers with concerns and provide accurate information about their accounts
- Balance vault, assist in preparing cash Page 1 of 3 shipments, also verify cash shipments received as needed
- Inventory credit cards and debit cards prior to issuing them to bankers
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates
- Processed customer transactions promptly, minimizing wait times
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service
- Educated customers on use of banking website and mobile apps
- Identified sales opportunities and referred customers to branch partners in financial services
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities
- Stocked supplies for customers and personal teller station
- Maintained friendly and professional customer interactions
- Counted, verified and handled bank deposits and armored car transactions
- Handled various accounting transactions
- Established rapport with new clients to increase satisfaction and loyalty
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Financial Services Representative
Primerica
10.2012 - 05.2015
- Worked with clients to develop financial planning strategies and solutions through evaluation of finances
- Worked with clients and finance companies to find optimal solutions for financing
- Built and deepened productive relationships with prospective and competitive customers to drive sustained growth
- Delivered services to customer locations within specific timeframes
- Acted as liaison between customers and fun8ders to increase overall funding by 80% and remove financial roadblocks
- Provided coverage option information to assist clients in protecting assets
- Attended continuing education courses and workshops to gain additional insurance industry knowledge
- Obtained underwriting approval by completing application for coverage
- Maintained high standards of customer service by building relationships with clients
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals
- Worked with clients to provide competitive commercial banking solutions and retail financing plans
Education
Clear Brook HS
Skills
- Transaction Error Identification
- Discrepancy Resolution
- Scheduling
- Team Cooperation
- Manage Team
- Coaching Team
- Team Leadership
- Problem Solving
- Customer Service-Oriented
- Product and Service Sales
- Relationship Building
- Account Services
- Decision Making
- Time Management
- Team leadership and coaching
- Financial leadership
Accomplishments
- Successfully trained new tellers over a period of time
- Documented and resolved customer issues which led to positive results.
- Collaborated with team in the development of customer service experience scores.
- Supervised team members.
- Promoted to Lead Teller based on superior performance and outstanding leadership.
Timeline
Associate Banker/Branch Lead Designee
Wells Fargo, NA
05.2022 - Current
Teller
Wells Fargo
06.2015 - 05.2022
Financial Services Representative
Primerica
10.2012 - 05.2015
Clear Brook HS
Similar Profiles
SERGEY RABIKAUSERGEY RABIKAU
Personal Banker at Wells Fargo, NAPersonal Banker at Wells Fargo, NA
Yuritsy MartinezYuritsy Martinez
Manager Designee at Wells Fargo, NAManager Designee at Wells Fargo, NA
Julian DutraJulian Dutra
Teller at Wells Fargo, NATeller at Wells Fargo, NA