Sarah Smith
Dunshaughlin
Summary
Resourceful Bank Official with expertise in risk management, regulatory compliance, and customer relationship management. Known for high productivity and efficient task completion. Excel in communication, problem-solving, and adaptability to drive success in dynamic banking environments.
Overview
5
5
years of professional experience
Work History
Bank Official Retail Banking
AIB
Dublin
01.2020 - Current
- Provide superior customer service in a professional and friendly manner. Attend to customers in an orderly, efficient manner to ensure a positive customer experience.
- Operations champion for the branch. Requires excellent knowledge of all system processes and procedures. Daily completion of reports and responsibility in reconciliation of any end-of-day variances.
- Maintain a high level of knowledge about the Bank's products and services. Ensure customers are provided with accurate information.
- Lead promotion and education of self-service banking (digital and automation options) with customers and colleagues.
- Process high volume of transactions efficiently and accurately, while maintaining high service standards. E.g. Payments/transfers, cheques, FX, fast cash, loan/deposits payments, process withdrawals/lodgements.
- Adhere to all bank policies and procedures, security policies, regulatory requirements, industry service standards, codes of conduct, and record keeping.
- Identify opportunities to promote the Bank's products and services; where appropriate, cross-sell and refer them to relevant branch or Bank staff.
- Go the 'extra mile' to build trust relationships, customer loyalty, and satisfaction. Helping to support NPS goals.
- Be risk averse in every transaction and detect fraudulent transactions to prevent losses. Ensuring all fraud reporting is completed timely.
- Investigate and resolve transaction queries from customers efficiently. Sharing findings of learnings with colleagues and updating procedures where required.
- Complaint handling in line with procedures.
- Support Account Opening. Understanding of AML, Compliance, and KYC regulations.
Education
Master of Science - Counselling & Psychotherapy
University College Cork
Dublin - TPTI09-2023
Bachelor of Arts - Psychology
Maynooth University
Maynooth09-2017
APA - Professional Diploma in Financial Services -
University College Dublin
DublinSkills
- Branch operations
- Problem-solving skills
- Creative Thinking
- Verbal and written communication
- Due diligence
- Operations Management
- Banking regulations
- Self-directed mindset
- Loss Prevention
- Customer queries
- Complaint Handling
- Marketing
- Team Collaboration
References
References available upon request.
Timeline
Bank Official Retail Banking
AIB
01.2020 - Current
Master of Science - Counselling & Psychotherapy
University College Cork
Bachelor of Arts - Psychology
Maynooth University
APA - Professional Diploma in Financial Services -
University College Dublin
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