Brooke Rolston
Commerce City,CO
Summary
With a proven track record at MidWestOne Bank, I excel in enhancing customer relationships and streamlining branch operations. My expertise in financial advising and exceptional customer service has significantly increased referral rates. Skilled in cash management and team leadership, I consistently deliver results that exceed organizational goals, fostering both client trust and team development.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Universal Banker II
MidWestOne Bank
02.2020 - Current
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
- Improved customer satisfaction by providing personalized banking solutions and addressing client needs promptly.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Identified customer financial needs through in-person efforts, cold calls, referrals, and marketing while providing strong product knowledge and quality service.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Facilitated smooth transactions by adeptly handling cash deposits, withdrawals, check processing, and loan payments.
- Strengthened customer relationships with proactive communication and timely resolution of queries or concerns.
- Provided exceptional service through accurate and efficient management of teller line duties while maintaining strict confidentiality standards.
- Maintained accuracy in daily transaction reporting, reconciling discrepancies promptly to ensure seamless accounting operations within the branch.
- Educated customers on various banking products and services, empowering them to make informed financial decisions aligned with their personal goals.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Resolved complex customer issues efficiently, collaborating with relevant departments when necessary for prompt resolution of problems encountered during banking transactions.
- Ensured a consistent and positive customer experience by upholding high standards of professionalism, courtesy, and responsiveness in all interactions.
- Increased referral rates by forging strong connections with customers and identifying potential business development opportunities.
- Delivered comprehensive financial guidance through regular consultations with clients, cultivating trust and loyalty over time.
- Displayed knowledge and proficiency in explaining, selling and administering products and referred customers to appropriate resources for enhanced services.
- Trained and mentored junior banking staff to maximize performance, efficiency, and compliance.
- Contributed to a high-performing team culture by actively participating in training sessions, staff meetings, and ongoing professional development opportunities.
- Demonstrated expertise in diverse banking platforms, consistently staying updated on industry trends and product offerings to better serve clients.
- Managed risk effectively by adhering to established security protocols and diligently monitoring suspicious activities or transactions.
Team Leader Manager
TERSUS SOLUTIONS
01.2022 - 01.2023
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.
- Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction.
- Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.
- Oversaw the successful completion of multiple high-priority projects, ensuring timely delivery and client satisfaction.
- Boosted employee morale through regular recognition of outstanding work and providing opportunities for professional growth.
- Streamlined communication within the team for better collaboration and decisionmaking.
- Developed strong relationships with cross-functional departments to support successful project execution.
- Mitigated potential conflicts among team members by promoting open communication and fostering a positive environment.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
Education
High School Diploma -
POMONA HIGH SCHOOL
Arvada, CO05-2017
Skills
- Branch operations
- Customer needs assessment
- Financial advising
- Performance tracking
- Teller experience
- Financial product sales
- Account openings
- Customer Service-oriented
- New account setup
- Developing customer relationships
- Cross-selling expertise
- Team collaboration
- Account servicing
- Analytical thinking
- Customer relationship management
- Educating clients
- Relationship building
- Professional demeanor
- Employee motivation
- Self-motivated nature
Certification
- Principles of Banking [Center of Financial Training] [2023, AUGUST]
Timeline
Team Leader Manager
TERSUS SOLUTIONS
01.2022 - 01.2023
Universal Banker II
MidWestOne Bank
02.2020 - Current
- Principles of Banking [Center of Financial Training] [2023, AUGUST]
High School Diploma -
POMONA HIGH SCHOOL
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