Deogratias Luena

The role Drives Branch operations excellence throughout Control Rigor, Management Assurance and Regulatory (BOT) quarterly, Semi annual and Annually Audit reviews by:-

• Supporting Business Performance, People Management and Development, Compliance Management, Customer Service Management and Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture
• Ensured compliance with banking regulations and policies.
• Developed strategies to optimize branch operations.
• Coordinated customer service initiatives and staff training.
• Maintained accurate records of financial transactions.
• Resolved customer complaints in timely manner
• Performed routine audits of branch operations to identify areas for improvement.
• Organized daily workflow to maximize efficiency and productivity.
• Implemented new operational procedures to enhance customer experience.
• Managed inventory levels of cash, supplies, and other resources.
• Recruited, interviewed, and trained new employees as needed.
• Supervised daily activities of tellers and other personnel.
• Prepared monthly reports on branch performance metrics.
• Collaborated with IT department to troubleshoot technical issues related to banking systems.
• Served as primary contact between the branch and corporate headquarters.
• Coached staff on policies, procedures and performance strategies.
• Prepared and managed cash shipments between banks.
• Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
• Assigned duties to employees and examined work for accuracy, neatness and timeliness.
• Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
• Verified cash by balancing cash drawers and maintaining cash count records.
• Disciplined employees to encourage compliance with company policies and procedures.
• Planned work schedules to maintain adequate staffing levels.
• Increased efficiency and drove branch revenue by optimizing daily operations.
• Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
• Conducted reviews and evaluations for cost-reduction opportunities.
• Managed and inspired team members to perform to full potential, driving branch profitability.

The role Drives Business Performance, People Management and Development, Compliance Management, Customer Service Management and Manage risk and control effectively by applying applicable risk frameworks and embedding a positive risk culture including but not limited to:-

• Developed strategies to increase customer satisfaction and loyalty.
• Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
• Managed staff scheduling, hiring and training processes.
• Reviewed loan applications to ensure accuracy and compliance with regulations.
• Conducted regular performance reviews for all employees in the branch.
• Monitored financial performance of the branch on a monthly basis.
• Implemented internal control procedures to minimize risk exposure and maximize profitability.
• Provided guidance and support to team members regarding problem resolution and customer service issues.
• Analyzed data to identify trends related to products, services, customers and markets served by the branch.
• Maintained up-to-date knowledge of industry trends, competitive landscape and regulatory environment.
• Established strong working relationships with external partners such as vendors and suppliers.
• Coordinated promotional campaigns for new products or services in order to boost sales revenue.
• Coordinated approval or rejection of lines of credit or commercial, real estate or personal loans.
• Participated in community events to promote brand awareness.
• Facilitated weekly meetings with staff members to discuss progress on current initiatives.
• Provided feedback on employee performance evaluations conducted by supervisors.
• Managed and inspired team members to perform to full potential, driving branch profitability.
• Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
• Disciplined employees to encourage compliance with company policies and procedures.
• Planned work schedules to maintain adequate staffing levels.
• Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
• Designed sales and service strategies to improve revenue and retention.
• Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
• Supported outside sales force in servicing and obtaining new business.
• Grew business banking relationships through proactive outreach.
• Maintained consistent growth in accounts and receivables by obtaining and retaining loan borrowers.
• Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
• Analyzed competitors and market trends to facilitate business growth.
• Boosted customer base, acquiring new customers and identifying needs to deliver relevant products

The role Solutions sales and service to new and existing customers, Branch operationAlso it assists Branch manager's,Branch Operations Manger’s and Relationship Manager’s(Premier,MSMEs) duties and:-

• Provided customer service to clients by answering questions, resolving complaints and processing transactions.
• Explained banking products and services such as checking accounts, savings accounts, loans and credit cards to potential customers.
• Assisted customers with online banking setup and troubleshooting issues.
• Opened new accounts for customers, including checking accounts, savings accounts and certificates of fixed deposit.
• Processed personal loan booking,credit card,overdraft and other financial transactions.
• Cross-sold bank products such as debit cards, credit cards and overdraft protection plans to existing/new personal and business customers.
• Performed fraud prevention duties by monitoring suspicious activity on customer accounts..
• Advised customers on how to use Bank digital solutions such as mobile banking applications effectively.
• Developed relationships with business owners to promote commercial banking services.
• Attended weekly meetings with branch managers to discuss goals related to sales targets.
• Conducted outbound calls to follow up on leads generated from marketing campaigns.
• Educated customers about the features of different types of bank accounts available.
• Supported the implementation of new systems related to banking operations.
• Satisfied customers by consistently delivering fast, knowledgeable services for diverse banking needs.
• Assisted customers by answering banking questions and recommending solutions.
• Helped customers open and close accounts, apply for loans and make sound financial decisions.
• Advised customers on bank products, services and financial planning options.
• Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
• Modified, opened and closed customer accounts.
• Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
• Tracked payments, account updates and customer interactions.
• Researched account information regarding loans and deposits.
• Drove branch sales and portfolio growth by recommending various financial products to prospective customers.
• Met with new clients and completed pre-qualification procedures.
• Networked in community, obtained referrals from customers and used sales techniques such as cold calling to increase business.
• Acted as pivotal point of contact between bank branches regarding guidelines and practices.
• Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing

The role Helps Business customers on Account opening, Account maintenance, Bank Payments, resolving business customer's queries and complains, cross selling business products and assisting Business Relationship Managers duties (Ohio Corporate center) also performs:-

• Answered incoming calls and directed inquiries to the appropriate personnel.
• Maintained filing systems, organized documents and archived records.
• Processed invoices, orders and other related transactions in a timely manner.
• Performed data entry tasks including entering financial information into spreadsheets or databases.
• Interacted with customers on behalf of the company in a professional manner while providing excellent service.
• Managed daily mail operations including sorting, distributing packages and sending out correspondence.
• Introduced products to distributors by demonstrating features and capabilities.
• Managed accounts receivable functions, processed payments and researched billing problems.
• Conducted research to generate proposals for new business opportunities.
• Supported sales objectives by educating customers about available offerings.
• Tracked payments, account updates and customer interactions
• Sold, upsold and cross-sold products to bank customers to achieve revenue targets.
• Assisted customers by answering banking questions and recommending solutions.
• Helped customers open and close accounts, apply for loans and make sound financial decisions.

The role Solutions sales and service to new and existing customers, Branch operationAlso it assists Branch manager's,Branch Operations Manger’s and Relationship Manager’s(Premier,MSMEs) duties and:-

• Provided customer service to clients by answering questions, resolving complaints and processing transactions.
• Explained banking products and services such as checking accounts, savings accounts, loans and credit cards to potential customers.
• Assisted customers with online banking setup and troubleshooting issues.
• Opened new accounts for customers, including checking accounts, savings accounts and certificates of fixed deposit.
• Processed personal loan booking,credit card,overdraft and other financial transactions.
• Cross-sold bank products such as debit cards, credit cards and overdraft protection plans to existing/new personal and business customers.
• Performed fraud prevention duties by monitoring suspicious activity on customer accounts..
• Advised customers on how to use Bank digital solutions such as mobile banking applications effectively.
• Developed relationships with business owners to promote commercial banking services.
• Attended weekly meetings with branch managers to discuss goals related to sales targets.
• Conducted outbound calls to follow up on leads generated from marketing campaigns.
• Educated customers about the features of different types of bank accounts available.
• Supported the implementation of new systems related to banking operations.
• Satisfied customers by consistently delivering fast, knowledgeable services for diverse banking needs.
• Assisted customers by answering banking questions and recommending solutions.
• Helped customers open and close accounts, apply for loans and make sound financial decisions.
• Advised customers on bank products, services and financial planning options.
• Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
• Modified, opened and closed customer accounts.
• Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
• Tracked payments, account updates and customer interactions.
• Researched account information regarding loans and deposits.
• Drove branch sales and portfolio growth by recommending various financial products to prospective customers.
• Met with new clients and completed pre-qualification procedures.
• Networked in community, obtained referrals from customers and used sales techniques such as cold calling to increase business.
• Acted as pivotal point of contact between bank branches regarding guidelines and practices.
• Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.

The role perfoms Cash counter services activities, Cash management for strong room and ATMs' custodianship such that:-

• Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
• Maintained confidentiality of bank records, transactions and customer information.
• Cross-sold bank products such as savings accounts and credit cards to existing clients.
• Performed cash handling duties including counting currency, coins and checks.
• Balanced teller drawers regularly throughout the day according to established procedures.
• Educated customers about different types of banking services available at the branch.
• Handled large sums of money with accuracy while maintaining appropriate levels of security.
• Reconciled daily sales sheets with actual physical money received from customers or deposited into ATM machines.
• Provided assistance to other tellers during peak business hours as needed.
• Followed strict compliance guidelines when completing financial transactions for customers.
• Assisted customers with basic technical issues related to ATM.
• Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
• Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
• Welcomed customers and offered pleasant service during entire transaction.
• Reconciled cash and checks against computer records at end of shift.
• Entered transactions into computer and issued customer receipts.
• Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
• Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
• Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
• Balanced daily cash deposits and vault inventory with zero error rate.
• Identified transaction errors when debits and credits did not balance.
• Received and counted daily inventories of cash, drafts and checks.
• Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
• Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
• Prepared official checks for customer and internal bank needs.
• Reported daily averages and shortages to operations department.
• Transmitted orders to supply cash to meet daily needs.

• Provided administrative support by completing tasks such as filing documents and scheduling meetings.
• Proofread documents before submitting them for review.
• Contributed ideas during brainstorming sessions to generate creative solutions.
• Managed customer inquiries through phone calls, emails, or other forms of communication.
• Supported senior staff members in the completion of complex projects within deadlines.
• Maintained accurate records of all activities performed throughout internship period.
• Worked with team members to promote great customer service and pleasant work environment.
• Attended and participated in meetings and brainstorming sessions with team members.
• Assisted in routine research, investigations and special projects to support work of assigned department.
• Maintained accurate records and files pertaining to departmental areas of responsibility.