Monica Depano Email & Phone Number

Seattle, Wa, Us

Kent, Washington, United States

- Demonstrated leadership by making improvements to work processes, and helping in the professional development of up to 5+ new hires and current employees by conducting ongoing training monthly - Verified data when processing incoming and outgoing ACH and wire transfers to increase accuracy- Reviewed transactions and accounts for security risk and possible OFAC hits- Created informative templates and articles for teammates and other departments, increasing efficiency and communication for over 25 back office employees and dozens of member-facing associates- Met with supervisor weekly to communicate team concerns, and ensure practices remain in compliance

- Evaluated member information to explore issues, develop potential solutions and maintain high-quality service- Daily maintained updated knowledge of internal processes and best practices to optimize service delivery- Successfully handled up to 100 daily inbound calls, advocating for members to ensure they are fully assisted and are able to use their resources in the future

- Helped customers succeed financially by building lifelong relationships, referring to financial and home lending advisors, and providing options that best fit customer needs- Collaborated with branch manager weekly to ensure sales goals are met and customer service ratings are trending in a positive direction- Demonstrated leadership abilities in absence of the manager by mentoring team members, celebrating their successes, and making the weekly schedule

- Processed basic teller transactions – deposits, withdrawals, credit card payments, etc- Performed audits on cashboxes of other tellers and vault- Operated as ATM custodian of the branch; settled the ATM twice a week, restocked cash, and ordered cash as needed

- Accommodated members with refunds, credit card payments, and Sam's Club memberships- Provided answers to customer's inquiries and fixed issues in a professional and timely manner- Performed in high-paced environment while multi-tasking different customer service functions