Jonathan De Luca Email and Phone Number

• Lead and developed a team of 13 bankers and tellers in operations, compliance, sales, and services.• Delivered improvement in branch audit scores, turning failing results into satisfactory within threemonths as a manager, upholding passing scores above 98% throughout tenure, leading toenhanced branch performance.• Successfully improved operational effectiveness by 80% in three months by leading the regional adoption of a regulatory requirement project, resulting in a significant decrease in exceptions and prevention of financial crimes.• Achieved a 200% surge in digital solutions enrollment in 3 months, delivering improved customer satisfaction and a 20% cut in branch traffic and wait times.• Implemented changes in operational procedures, organizing and scheduling daily, monthly, and quarterly administrative tasks accordingly, to reduce the impact on Customers. Restructured the location and use of our facilities optimizing resource use, and cross-trained platform and teller personnel to assist any Customer with simple requests. These activities improved our Customer's perception and drove a surge of 25% in Customer Satisfaction Surveys.• Significantly reduced new account fraud in a high-risk area by 80% by implementing an unusual behavior checklist to determine the need to request a second review by our fraud department.Trained the team to perform diligence and understand flaws in our systems that scammers used to their advantage.• Leveraged KPIs for team performance and development. Ensured optimal use of CRM systems for sales management, documenting Customer insights and opportunities, and effective team communication.

• Demonstrated versatility by seamlessly transitioning between sales, management, and operationsroles as a floating employee covering 22 branches in the region.• Developed and maintained Customer relationships by solving problems and recommending high-level financial solutions from a range of available investment and credit banking solutions.• Conducted internal control surprise audits in coordination with the Regional Operations Officer.• Identified compliance findings and provided recommendations to supervisor team in preparation for future branch internal regional and corporate audits.

• Spearheaded the identification and escalation of bank operations issues, bumping them up foroptimal resolution, contributing to a more efficient and effective work environment.• Effectively implemented risk management strategies, leading to a significant decrease infraudulent activity and safeguarding the financial integrity of the branch.• Drove a 25% rise in closing and funding for approved loans in 2 months by establishing apersonalized loan pipeline management system.• Provided team with support and coaching on sales and operational procedures.• Coordinated and executed administrative and functional operational tasks.

• Leveraged knowledge of the market to identify potential clients for investment opportunities as alicensed banker.• Enhanced team performance by coaching on recognizing referral opportunities, and objectionhandling, resulting in a 20% increase in sales presentations for investment products.• Cultivated a strong relationship with financial advisors at our investment affiliate company TD Ameritrade, resulting in 80% qualified customer referrals for more complex investments and portfolio management.• Managed the safeguarding of investment service, sales, and compliance documents separately from other FDIC-insured banking information as required by regulations, consistently achieving 100% passing audit scores through tenure.