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
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
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
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
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
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