Frances Porter
Branch Manager
Stamford
Summary
Motivated Bank Manager passionate about providing excellent customer service and exceeding expectations. Inspires staff through strong leadership and communication skills. Organised and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Branch Manager
Natwest
Loughborough
10.2017 - Current
- Assessed employee performance and developed improvement plans.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Performed banking, business administration and financial tasks to guarantee first class service for customers
- Engaged employees in business processes with positive motivational techniques.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol.
- Maintained friendly and professional customer interactions.
- Complied with regulatory guidelines and requirements.
- Launched new training program to boost employee skills and staff retention rate.
- Regular team and 1;1 coaching to ensure staff are clear, capable and motivated to achieve their goals
Senior Personal Banker
Natwest
Melton Mowbray, LEC
12.2015 - 10.2017
- Promoted financial products by maintaining excellent service offering knowledge.
- Cross-sold bank products and services to meet customer needs and provide options.
- Followed up with customers to gather feedback and provide additional assistance.
- Maintained friendly and professional customer interactions.
- Referred customers to other banking departments for specialised services.
- Established rapport with new clients to increase satisfaction and loyalty.
- Assisted customers with banking needs and inquiries.
- Monitored and verified suspicious activity on customer accounts.
- Processed applications for new accounts.
- Educated customers on online banking and mobile banking applications.
Customer Service Officer
Natwest
Peterborough, PTE
09.2012 - 12.2015
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Monitored transactions for compliance with regulations and identified supervisor of discrepancies.
- Strengthened customer relationships by upholding strict standards and delivering fast, friendly customer service.
- Collected feedback from customers to help improve service delivery and banking processes.
- Reached out to existing bank customers and offered personalised support for different needs.
- Went above and beyond with service to promote loyalty and support bank goals.
- Investigated disputes and handled suspected fraud with diligence and attention to detail.
- Processed various transactions with accuracy and according to bank standards and legal requirements.
- Stayed current on banking products, services and regulations to continue delivering the best customer service and support.
- Educated customers about available services, products and bank resources.
Education
BA Honours - Criminology and Psychology
Leeds Metropolitan University
Leeds, LDS 09.2009 - 05.2012
3 A Levels - Psychology, Chemistry, Spanish
Stamford High School
Stamford 09.2007 - 05.2009
Skills
Relationship building and management
Banking
Cash handling expertise
Financial analysis and reporting
Staff Management
Sales professional
Process implementation
Data trending
Individual and group Coaching
Timeline
Branch Manager
Natwest
10.2017 - Current
Senior Personal Banker
Natwest
12.2015 - 10.2017
Customer Service Officer
Natwest
09.2012 - 12.2015
BA Honours - Criminology and Psychology
Leeds Metropolitan University
09.2009 - 05.2012
3 A Levels - Psychology, Chemistry, Spanish
Stamford High School
09.2007 - 05.2009