Mercedes Olvera Email & Phone Number

Probation Officer that uses transparency to build trust with juveniles and their parents to help juveniles in their journey to rehabilitate via proper treatment, supervision, and services.

Greater Philadelphia Area

• Conduct weekly knowledge checks to test for team members understanding around failed audit topics, thus ensuring errors are prevented• Review previous yearly audits for trends and errors to create action plan for future prevention• Review checks and identifications presented for possible counterfeits, account take overs, and impersonators• Educate team members on new and updated policies, procedures, and laws to ensure the branch is in compliance• Review and interpret reports to provide coaching to tellers based on activity goals and help develop their skills• Conduct extensive research for customers with complex problems to provide solutions and documents requests• Support customers in resolving or escalating concerns or complaints• Perform semi-annually and year end evaluations for direct reports based on their performance• Review documents on a weekly and monthly basis to ensure all policies and laws have been followed• Answer phones in a professional manner to provide answers and transfer customers to correct personnel/department• Provide overrides for transaction processing and wire transfers• Lead a team of six and serve as a role model by providing excellent customer service including engaging customers in conversations and building relationships with them• Assess customers financial needs and recommend products and services that best meet their needs• Use cloud cords application to create the team’s (daily, weekly, monthly, and yearly) schedule • Work a cash drawer to directly serve customers and perform teller and lead teller duties

Greater Philadelphia Area

• Oversaw the team to ensure the branch stayed in compliance with operation regulations, and guidelines to meet audits• Reviewed checks and identifications presented for possible counterfeits, account take overs, and impersonators• Reviewed documents on a monthly basis to ensure policies and laws were not violated• Took ownership and accountability with ensuring the team was prepared for yearly compliance audits by educating them with procedural changes and conducted biweekly knowledge checks on financial regulations and procedures• Supported with scheduling staff accordingly and efficiently to maximize resources• Helped management team with coaching teller line based on behaviors and customer experience• Deep ability to interpret and adhere to bank policies and procedures according to federal & state laws• Assisted with managing time, resources, and pressure effectively to insure no loss of efficiency• Provided transaction approvals when needed and assisted tellers address complex customer interactions• Performed random cash audits on tellers and the main vault• ATM Servicing experience, such as loading & removing cash, diagnosing and fixing errors• Provided coaching and training to teller team with foreign currency transaction processing• Accurately managed customers’ transactions, including check cashing, account deposits and withdrawals• Aided service manager with retention• Supervised the assigning and completion of operational dutiesCivic Involvement: Latin Connection Team Member Network Group for Pennsylvania: MemberWomen's Team Member Network for Pennsylvania: Member

• Able to interpret and adhere to bank policies and procedures according to federal & state laws• Opened, performed maintenance, on consumer accounts and allowed customers into safe deposit box• Uncovered customers’ financial needs by assessing their needs and recommended products and services• Cross-sold bank products and services• Supported teller line on a need basis with transaction approvals or cash movement• Staged direct lobby to properly and effectively direct customers to the right personnel • Took ownership and addressed complex customer interactions • Demonstrated the ability to work effectively and efficiently in a fast-paced environment• Developed professional relationships with team members and customers• Assisted management team with the completion of operational functions

Greater Philadelphia Area

• Accurately managed customers’ transactions including check cashing, account deposits, and withdrawals• Deep ability to interpret bank policies and procedures according to federal & state laws• Reviewed checks and identifications presented for possible counterfeits, account take overs, and impersonators• Capability to interpret and adhere to bank policies and procedures according to federal & state laws• Prepared, accepted, and shipped currency orders• Ability to work effectively and efficiently in a fast-paced environment• Cooperated with the completion of operational tasks

Master Of Science - Ms, Criminal Justice

Bachelor'S Degree, Justice Administration With Concentration In Digital Forensics