Lilliana Serrano-Roman
Berwyn
Overview
14
14
years of professional experience
Work History
Market Financial Center Manager
Bank Of America
05.2022 - Current
- Implemented policies to improve efficiency and team performance.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Provide leader support to market financial centers in the absence of the financial center manager.
- Conduct morning business brief to effectively communicate with the FC team the action plan in place and how we will execute it.
- Collaborate with team members to deliver a cohesive banking experience to our customers by leveraging client engagement connects to introduce myself to our clients and briefly discuss what we were able to accomplish during their visitbuild relationships.
- Project Manager: Conduct financial center observations for the market.
- Debrief with Market leader and Financial Center managers any opportunities that were observed.
- Upcoach Financial Center managers and coach team members when applicable.
- Research, review, and interpret reports to locate financial center opportunities.
- Assist Financial Center Managers with creating/updating Mast Action Plans.
Financial Center Assistant Manager
Bank of America
03.2015 - 05.2022
- Lobby lead- Engage and route clients properly
- Help make customer's financial lives better through every interaction
- Help our customers attain a resolution when a problem presents itself
- Deescalate situations when needed in an effort to continue delivering exceptional customer service
- Build relationships with team members and clients
- Conduct daily briefs and discuss daily performance results and opportunities
- Develop action plans for the financial center when an opportunity has been identified
- Maintain team up to date with news and changes
- Promote a positive work environment as a means to continue driving operational excellence
- Mitigate risks by completing monthly OMP, Teller cash counts, and ATM settlements
- Audit inventory for cashier's checks
- Assign keys and maintain key box integrity by keeping it in balance audit when necessary
- Confirm that employee and customer signage is up to date as a means to keep regulatory compliance
- Confirm that sole and dual control is maintained in an effort to reduce risk of losses
- Assist with overrides and confirm that the transactions are legitimate
- Utilize meet the coach as a strategy to continue developing team members by observing, modeling and providing coaching
- Conduct Senior Bankers/RB/CSR observations amongst many other operational functions.
Manager
Loya Insurance Company
06.2010 - 03.2015
- Coach and lead a team of 4
- Interview and train new hires assigned to my office
- Create sales action plan for my team
- Delegate responsibilities amongst my staff (i.e
- Maintain client records, scanned documents to corporate office, etc.)
- Process reports and review sales reports with staff
- Conduct weekly meetings in an effort to maintain proper communication and training with staff
- Assist HR in conducting interviews for other branches
- Assist regional manager in conducting audits for neighbor branches
- Provide exceptional customer service amongst many other responsibilities.
Education
Bachelor of Arts - Psychology
Roosevelt University
Chicago, IllinoisAssociates - Art
Morton College
Cicero, IllinoisAssociates - Liberal Studies, Psychology
Skills
- Operational Excellence
- Excellent Team Leadership
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Market Financial Center Manager
Bank Of America
05.2022 - Current
Financial Center Assistant Manager
Bank of America
03.2015 - 05.2022
Manager
Loya Insurance Company
06.2010 - 03.2015
Bachelor of Arts - Psychology
Roosevelt University
Associates - Art
Morton College
Associates - Liberal Studies, Psychology
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