Charlita Elston
Snellville
Summary
Dynamic branch management professional with a proven track record of enhancing operational efficiency and driving sustainable growth. Recognized for adaptability to evolving business needs and a strong aptitude for effective problem-solving while fostering a collaborative team environment. Expertise includes strategic planning, exceptional customer service, and comprehensive financial oversight. A reliable leader dedicated to achieving results and empowering teams to reach their full potential.
Overview
13
13
years of professional experience
Work History
Branch Manager
Chase Bank
Five Forks Trickum And Rockbridge
05.2020 - Current
- Directed branch operations to achieve service excellence and enhance customer satisfaction.
- Implemented strategic initiatives to improve operational efficiency and streamline workflows.
- Led a team of staff in delivering exceptional financial services and solutions to clients.
- Developed training programs to enhance employee performance and foster professional growth.
- Analyzed performance metrics to identify areas for improvement and drive business results.
- Oversaw compliance with regulatory requirements, ensuring adherence to banking policies and procedures.
- Fostered relationships with local businesses to expand community engagement and increase branch visibility.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
Retail Support Specialist/Branch Manager
Georgia United Credit Union
Duluth, GA
01.2020 - Current
- Increased new bank relationships within local community through execution of quarterly promotions.
- Recommended loan approvals and denials based on customer loan application reviews.
- Resolved escalated customer issues and boosted retention rates.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Submitted loan applications to loan underwriter for verification and recommendation.
- Boosted branch sales by developing and deepening customer loyalty through incentive programs.
- Assessed employee performance and developed improvement plans.
- Recruited, interviewed, hired and trained employees.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring/termination processes, coaching employees on company protocol and payroll operations.
Branch Manager
Wells Fargo Bank
Lawrenceville, GA
10.2017 - 01.2020
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Engaged employees in business processes with positive motivational techniques.
- Boosted branch sales by developing and deepening customer loyalty through incentive programs.
- Maintained friendly and professional customer interactions.
- Supportively directed team of 15, consistently improving performance and efficiency to maximize operational results.
Financial Crimes Specialist II
Wells Fargo Bank
Atlanta, GA
10.2014 - 10.2017
- Conducted interviews with suspects and filed reports of findings.
- Identified assets of suspects in order to freeze and seize assets.
- Recognized control failures in bank processes, procedures and customer decisions and categorized losses.
- Conducted preliminary investigations to confirm violations that occurred and obtained relevant documents and testimony from involved parties.
- Analyzed financial statements, bank records, and government databases to identify fraud and other instances of financial crimes.
- Investigated cases of new account and ATM fraud.
- Processed 50+ cases per day in various systems for review on multiple teams.
Service Manager
Wells Fargo Bank
Stone Mountain, GA
12.2012 - 10.2014
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Updated existing customers on new products, updated services and changes in accounts to maintain good rapport and increase sales.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Hired, trained, mentored and managed team of 8-10 of tellers and lead tellers.
Education
Bachelor of Science - Forensics
Florida Agricultural And Mechanical University
Tallahassee, FLSkills
- Service and Sales professional
- Regulatory Compliance
- Relationship building and management
- Business Development
- Staff Management and Team Building
- Proficient in MS Office
- Financial and Operational Reporting
- Fraud claims handling and Fraud prevention mastery
- Branch operations management
- Customer service
- Customer relationships
- Excellent time management skills
Timeline
Branch Manager
Chase Bank
05.2020 - Current
Retail Support Specialist/Branch Manager
Georgia United Credit Union
01.2020 - Current
Branch Manager
Wells Fargo Bank
10.2017 - 01.2020
Financial Crimes Specialist II
Wells Fargo Bank
10.2014 - 10.2017
Service Manager
Wells Fargo Bank
12.2012 - 10.2014
Bachelor of Science - Forensics
Florida Agricultural And Mechanical University