Shanika Guerrero

Served as the primary point of contact to support members and staff upon request and provide personal and responsive service and assistance

• Responded to staff and members inquires pertaining to system and products & services in a timely manner across various communication channels
• Maintained a thorough working knowledge of all standard operating procedures and policies
• Monitored and reviewed accounts and members needs in orders to cross-sell services to enhance banking experience
• Partnered with staff and members to troubleshoot issues maintaining member satisfaction

Assisted customers with opening of accounts including consumer and business as well as executed the origination process of credit cards and loan applications

• Created innovative financial solutions to meet customers' needs
• Worked closely with management to strategize techniques to increase branch production/customer service
• Educated customers on products and services that meet customer needs to enhance banking convenience
• Developed personalized financial plans for customers to help them achieve their short and long-term financial goals, increasing customer satisfaction and loyalty
• Cross-sold banking products such as credit cards, loans and investments

Supported customer engagement by processing teller transactions, sharing digital solutions, and making appropriate introductions to bankers

• Trained and mentored teller staff to ensure excellent customer service and operational efficiency
• Performed routine transactional, operational, and customer support tasks efficiently through knowledge of bank procedures and products, as well as partners across the organization
• Collaborate with other departments to achieve overall branch goals and objectives
• Ensured the legality of all docs and transactions to prevent risks as well as coaching others on risk management

Fostered a collaborative environment, enhancing team cohesion and morale

• Efficiently managed payroll summaries, ensuring accuracy and timeliness
• Promptly assisted customers in-store and over the phone, providing information on sales and pricing
• Maintained strict adherence to sales and operational policies, ensuring business compliance
• Collaborated with team members to identify risk areas, developing and implementing controls to reduce losses
• Assisted in the development of operational strategies to ensure efficient and productive operations