Hatice Onal

Experienced banking professional with a strong record in relationship management, cross-selling, and client retention. Skilled in needs-based financial conversations, consumer lending, and building trust with customers to support sales growth and service quality.

Sr. Relationship Banker at Santander Bank Us (2021-11 – Present)

• Supported Santander Bank customers with checking, savings, and lending options.
• Built client rapport through needs-based financial discussions.
• Processed consumer loan requests and guided clients through application steps.
• Maintained up-to-date knowledge of regulations related to banking operations.
• Collaborated with internal teams on projects aimed at improving customer experience.
• Monitored client accounts for suspicious activity or fraudulent transactions.
• Participated in weekly sales meetings to discuss progress toward goals, challenges faced.
• Prepared regular reports detailing performance metrics against established targets.
• Attended industry events to promote the bank's services and build relationships with potential partners and clients.
• Researched and responded to customer inquiries regarding banking products and services.
• Assisted with the development of marketing materials for various banking products and services.
• Established new accounts for corporate and retail customers in compliance with bank policies and procedures.
• Provided advice on financial services, such as investments and insurance, to existing customers.
• Conducted financial reviews with clients to identify their current and future needs.
• Analyzed loan applications to determine creditworthiness of prospective customers.
• Coordinated with other departments to ensure timely processing of customer transactions.
• Educated customers on managing financial transactions, utilizing technology and available resources effectively.
• Modified customer accounts to align with client requests and banking policies.
• Suggested strategies for enhancing banking operations and product offerings.
• Integrated marketing promotions and programs into conversations to educate and inform customers.
• Trained and mentored new associates, streamlining their onboarding process.
• Utilized CRM tools to track client interactions, preferences, and feedback to improve service delivery.
• Developed and maintained a portfolio of high-value clients, achieving high levels of client satisfaction and retention.
• Maintained an in-depth knowledge of banking products, services, and regulatory requirements.
• Delivered exceptional customer service, resolving inquiries and issues promptly to ensure client satisfaction.
• Built positive and productive customer connections to drive consistent sales.
• Cultivated relationships with customers, generating sales opportunities and enhancing customer engagement.
• Analyzed customer requirements and recommended efficient investment products.
• Discussed ideas and strategies to improve operational efficiency, adding value, and aiding business performance for continuous improvement.
• Monitored market trends, competitor strategies, and market suppliers to evaluate opportunities to reduce costs.
• Applied strict company and regulatory standards when producing contracts and documentation.
• Bought or sold stocks, bonds and commodity futures on behalf of investment dealers.
• Developed excellent rapport with custom builders to expand opportunities for growth.

Lead/Head Teller at Key Bank (2017-10 – 2021-10)

• Supervised teller team, enhancing service standards and ensuring transaction accuracy.
• Trained new tellers on KeyBank systems, cash handling, and service routines.
• Led teller desk operations in KeyBank branch, balancing daily cash drawers.
• Processed deposits, withdrawals, payments, and cashier's checks for customers.
• Oversaw access to main vault and monitored inventory to maintain security and compliance.
• Monitored cash supplies, ordered currency, and secured branch vault procedures.
• Verified transactions, signatures, and identification for compliance with banking policies.
• Monitored vault cash levels and ordered currency from the Federal Reserve Bank as needed.
• Scheduled teller coverage and coordinated workflow during peak customer periods.
• Maintained confidentiality of customer accounts by adhering to security procedures.
• Served a large number of customers during high volume shifts and remained composed and professional in stressful situations.
• Maintained optimal financial controls by securing funds and making accurate transactions.
• Assisted customers in setting up online banking accounts for secure access to their funds.
• Provided customer service by responding to inquiries and resolving complaints.
• Reconciled daily transactions with the general ledger system using specialized software programs.
• Ensured proper handling of cash drawer limits according to bank policy.
• Completed monthly audits and managed overdraft reports.
• Handled daily team scheduling and properly staffed shifts.
• Conducted periodic audits of branch operations to ensure compliance with established policies.
• Researched discrepancies between customer balances and bank records for resolution.
• Identified customer needs and provided appropriate banking services.
• Verified amounts and integrity of every check or funds transfer.
• Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
• Ordered checks, placed stop payment orders and conducted additional special services for customers.
• Took on additional shifts during busy periods to minimize staffing shortages.
• Worked closely with branch managers on marketing initiatives designed to increase sales volume.
• Reduced errors by double checking transactions.
• Promoted bank products and services during customer interactions, consistently meeting or exceeding sales goals.
• Resolved customer complaints and inquiries, providing exceptional service and retaining client loyalty.
• Supervised and trained a team of tellers, enhancing productivity and customer service skills.
• Handled complex transactions and provided backup support to other tellers.

Customer Service Supervisor at Bucks County Bank (2012-01 – 2017-06)

• Supervised and trained customer service staff to ensure excellent customer service delivery.
• Supervised customer service team supporting Bucks County Bank branch operations
• Coached staff on account inquiries and transactions to enhance service standards and customer satisfaction.
• Assisted customers with product inquiries and resolved complaints promptly to ensure a seamless customer experience.
• Resolved escalated customer complaints with professionalism and care
• Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
• Trained new employees on bank procedures and customer interaction methods
• Communicated with branch leadership on service issues and workflow improvements

Leasing Operations Specialist at Vanguard Leasing (2007-05 – 2010-03)

• Coordinated leasing operations support for Vanguard Leasing customer accounts and records.
• Reviewed lease documentation for accuracy, completeness, and policy compliance.
• Processed contract updates through leasing systems and shared service tools.
• Resolved account discrepancies with sales, finance, and customer service teams.
• Monitored workflow queues for pending lease approvals and document requests.
• Prepared operational reports for management review and leasing activity tracking.
• Improved office processes through standard work, clear communication, and follow-up.
• Provided training and guidance to staff on operational procedures, policies, and regulations.
• Managed vendor relationships through contract negotiation and monitoring service delivery to ensure alignment with operational standards.
• Collaborated with other departments to develop solutions that addressed operational issues across the organization.
• Developed and maintained an efficient process for tracking inventory levels, ensuring accuracy of data.
• Developed reports detailing operational performance, trends, costs, productivity.
• Analyzed customer feedback to enhance operations processes and drive improvements in customer satisfaction.
• Reduced process lags and trained team members on best practices and protocols.
• Implemented new processes to streamline daily tasks, resulting in increased efficiency.
• Evaluated potential risks associated with proposed changes or modifications before implementation.
• Coordinated resources and personnel to complete projects on time and within budget constraints.
• Compiled and finalized reports on operational performance and metrics. and analyze