Branch Service Manager Resume Guide

Branch Service Managers are responsible for overseeing the customer service operations of a bank or other financial institution. They manage staff, resolve customer complaints, ensure compliance with regulations and policies, and develop strategies to improve services. Additionally, they oversee daily operations such as opening/closing procedures and cash management activities.

You’re the perfect candidate for any branch service manager position, but your potential employers don’t know it yet. You must create a resume that demonstrates your management experience and customer service skills to make them take notice of you.

This guide will walk you through the entire process of creating a top-notch resume. We first show you a complete example and then break down what each resume section should look like.

The guide is divided into sections for your convenience. You can read it from beginning to end or use the table of contents below to jump to a specific part.

Full Resume Example Summary Experience Skills Education Certifications Contact Info Cover Letter Templates

Branch Service Manager Resume Sample

Destany Kemmer
Branch Service Manager

[email protected]
640-653-2441
linkedin.com/in/destany-kemmer

Summary

Amicable and organized branch service manager with 10+ years of experience managing customer relations, sales operations, staff development, and training. Seeking to join ABC Bank as the next Branch Service Manager to leverage exceptional communication skills in creating a positive customer-centric environment that supports business goals. Previous successes include increasing new account openings by 24%, leading team performance reviews for improved efficiency and productivity.

Experience

Branch Service Manager, Employer A
Springfield, Jan 2018 – Present

Formulated and implemented a customer service strategy that improved branch operations by 15%, resulting in an increase of $5,000 in revenue.
Utilized data analysis to identify areas for process improvement and proactively addressed customer concerns within 24 hours.
Streamlined operational procedures while managing the daily activities of 16 staff members across 5 branches; increased efficiency levels by 17%.
Managed all financial transactions accurately, ensuring compliance with banking regulations at all times; decreased errors rate from 3% to 0% over 6 months period.
Substantially reduced employee turnover rates through successful team-building initiatives, leading to greater employee loyalty & satisfaction overall (25%).

Branch Service Manager, Employer B
Yonkers, Mar 2012 – Dec 2017

Revised branch service procedures to improve operational efficiency and customer satisfaction, resulting in a 20% increase in sales over the past year.
Analyzed performance metrics related to banking products/services and identified areas for improvement; implemented strategies that decreased wait times by 30 minutes per customer on average.
Enforced compliance with all regulations concerning financial services operations, protecting customers from potential fraud risks; zero reported violations since taking charge of the branch 2 years ago.
Resourcefully managed staff during peak hours by leveraging existing resources and optimizing workflows, leading to an overall reduction in labor costs of 15%.
Demonstrated organizational skills as evidenced by effectively organizing 5 weekly meetings with team members while simultaneously handling customer inquiries at the counter every day without any delays or errors.

Skills

Banking
Operations Management
Customer Satisfaction
Account Management
Retail Banking
Credit
Loans
Team Leadership
Commercial Banking

Education

Bachelor of Business Administration in Banking and Financial Services
Educational Institution XYZ
Nov 2011

Certifications

Certified Branch Service Manager
Institute of Financial Operations
May 2017

1. Summary / Objective

A resume summary or objective is like a movie trailer – it provides the hiring manager with essential bits of information and, if written correctly, should compel them to read on. As a branch service manager, you can use this section to highlight your experience in customer service management and how you have successfully implemented new strategies that improved efficiency. You could also mention any awards or recognitions you received for outstanding performance as well as any certifications related to banking operations.

Below are some resume summary examples:

Well-rounded branch service manager with 8+ years of experience in customer service and operations. Proven track record of leading teams to exceed sales goals, reduce costs, and improve customer satisfaction scores. At XYZ Bank, successfully implemented a new customer feedback system that improved the Net Promoter Score by 20%. Committed to delivering an exceptional banking experience for customers through proactive problem-solving and efficient workflow management.

Proficient Branch Service Manager with 5+ years of experience in customer service, operations management, and team development. Skilled at developing effective strategies to exceed client expectations while driving sales growth. At XYZ Bank, improved branch performance metrics by 27% through the launch of a comprehensive customer feedback program. Experienced in managing teams up to 50 people while tracking compliance and risk management requirements.

Reliable and organized branch service manager with 5+ years of experience in the banking industry. Proven track record for developing improved customer services strategies, increasing operational efficiency, and reducing costs by 20%. At XYZ Bank, managed a team of 10 associates ensuring quality control compliance across all transactions. Received company-wide recognition for leading projects that resulted in increased customer satisfaction ratings.

Hard-working branch service manager with 7+ years of experience in the financial services industry. Proven track record of leading teams to exceed customer satisfaction goals and increase profitability by 20%. Experienced professional focused on delivering high-quality products through excellent customer service, problem solving, and process improvements. Seeking to bring these skills to ABC Bank as a Branch Service Manager.

Talented branch service manager with 8+ years of experience in customer service and operational roles. Proven track record of driving sales, managing teams, and improving customer satisfaction levels. Recently achieved a 23% increase in customer retention rates while simultaneously reducing average wait time by 11%. Seeking to bring my talents to ABC Bank as the next Branch Service Manager.

Determined and organized Branch Service Manager with 10+ years of experience leading teams in the banking industry. Skilled at building relationships, resolving customer issues, and optimizing processes to ensure a smooth overall branch operation. Seeking to leverage my expertise in order management and financial services to lead ABC Bank’s regional operations in delivering quality service.

Dependable and detail-oriented branch service manager with 5+ years of experience leading teams to provide top-notch customer service. At XYZ, managed a team of 15 employees responsible for delivering excellent client experiences while meeting targeted revenue goals. Consistently achieved the highest ratings in customer surveys (90% satisfaction rate) and reduced operational costs by 20%.

Passionate branch service manager with 10+ years of experience in customer relations and banking operations. A track record of success in leading teams to exceed sales goals, increase customer satisfaction scores, and reduce operational costs. Seeking the opportunity to bring expertise and enthusiasm for ABC Bank’s mission as the next Branch Service Manager.

2. Experience / Employment

The employment (or experience) section is where you talk about your work history. It should be written in reverse chronological order, meaning the most recent job goes first.

Stick to bullet points primarily when writing this section; it makes it easier for the reader to take in what you have to say quickly and easily. When writing each point, provide detail on what you did and any quantifiable results that were achieved as a result of your efforts.

For example, instead of saying “Managed customer service,” you could say, “Lead branch customer service team of 10 employees by providing training sessions twice weekly resulting in an average 20% increase in customer satisfaction ratings.”

To write effective bullet points, begin with a strong verb or adverb. Industry specific verbs to use are:

Managed
Supervised
Trained
Scheduled
Monitored
Resolved
Assisted
Analyzed
Coordinated
Evaluated
Developed
Implemented
Enforced
Optimized
Streamlined

Other general verbs you can use are:

Achieved
Advised
Assessed
Compiled
Demonstrated
Expedited
Facilitated
Formulated
Improved
Introduced
Mentored
Participated
Prepared
Presented
Reduced
Reorganized
Represented
Revised
Spearheaded
Structured
Utilized

Below are some example bullet points:

Spearheaded the daily operations at a busy branch of an international financial services institution, managing and training 15 staff members to resolve customer inquiries promptly.
Resolved over 200+ customer complaints every month with upmost professionalism; increased customer satisfaction rate by 12%.
Confidently led monthly team meetings for all employees in order to review performance objectives, discuss upcoming promotions and ensure compliance with company policies & regulations.
Reorganized filing systems across the entire branch network, reducing paper usage by 25% while streamlining overall document management processes & procedures within three months of taking on role.
Monitored service quality through weekly spot checks which provided valuable feedback from customers; implemented corrective measures that improved efficiency levels by 8%.

Coordinated the daily operations of a 4-person branch service team, overseeing over 300 customer requests and resolving issues within expected turnaround times.
Reduced operational costs by 25% by streamlining administrative processes and eliminating redundant services.
Assessed customer needs in order to deliver superior service, increasing overall satisfaction ratings from 78% to 95%.
Trained 10 newly hired personnel on all front desk procedures; ensured that they quickly mastered required job functions while adhering strictly to company standards & regulations at all times.
Actively participated in staff meetings with other department managers to discuss new initiatives for improving workflow efficiency and productivity levels across the company (+10%).

Meticulously supervised a team of 10+ customer service representatives, providing daily oversight to ensure that all operations were running smoothly and efficiently.
Achieved an average 8% increase in customer satisfaction ratings through implementing structured onboarding processes for new hires and regular coaching sessions with existing staff members.
Scheduled over 200 annual leave requests per month while managing employee workloads to avoid any disruption or delays in service delivery; reduced backlog by 40%.
Successfully restructured the branch’s complaint handling system, resulting in 90% of customers’ grievances being resolved within 24 hours of submission and reducing overall complaints by 20%.
Established detailed operational procedures including clear roles & responsibilities, KPIs & objectives which led to improved workflow efficiency rates by 15%.

Presented innovative service solutions to over 100 customers a day, leading to an increase in customer satisfaction ratings by 17%.
Introduced new branch policies and procedures that improved employee efficiency by 40%, resulting in reduced operational costs of $4,000 per month.
Successfully managed the daily operations of a 5-person branch service team; provided constructive feedback on performance and trained 2 new employees within 2 months.
Represented the company at trade shows & other marketing events, enhancing brand visibility while boosting product sales revenue by 25% annually.
Developed strategies for increasing customer loyalty among existing clients through targeted promotions; increased repeat business transactions from 10% to 15%.

Facilitated the daily operations of a branch service team, managing up to 10 staff members and ensuring all customer requests were serviced in an efficient manner; reduced wait times by 30% within six months.
Expedited the resolution process for over 500 customer complaints per month, achieving an average complaint closure time of five business days or less with zero re-work incidents.
Evaluated each team member’s performance monthly and provided constructive feedback on areas for improvement; successfully trained four new employees according to company standards in just two weeks.
Mentored junior staff during their onboarding period; designed custom training programs that increased employee knowledge retention rates by 45%.
Accurately calculated commissions & bonuses related to product sales made by branch personnel every quarter, resulting in $50,000+ total earnings annually among the entire service team combined.

Assisted over 30 branch staff in handling customer inquiries, resolving complaints and managing daily operations; improved satisfaction scores by 15% within one year.
Improved overall branch productivity by streamlining operating procedures, introducing new technologies and implementing innovative service initiatives; increased revenue generation by $12,000 per month on average.
Proficiently coached employees on the bank’s products & services to ensure high levels of customer engagement and satisfaction while adhering to all compliance standards & regulations related to banking transactions.
Optimized workflow processes across departments through training sessions with frontline personnel, resulting in a 25% decrease in response times for customer requests/queries over 6 months period.
Advised customers on best banking practices when performing various financial activities such as deposits & withdrawals, loan applications etc., leading to an increase of 20+ new accounts each month for the branch office.

Compiled and managed a team of up to 15 customer service representatives, resulting in an 85% decrease in customer complaints.
Prepared daily schedules for staff members and assigned tasks; organized weekly training sessions to increase employee satisfaction by 40%.
Participated actively in the development and implementation of new policies, processes & procedures that enhanced branch performance by 10%.
Implemented strategies focused on optimizing operational efficiencies within the branch; achieved cost savings of $8,000 per month through improved inventory management methods.
Competently handled difficult customer inquiries with tact and diplomacy while maintaining high standards of professional conduct at all times; successfully resolved over 200 cases with minimal escalation rate (under 5%).

3. Skills

Skill requirements will differ from one employer to the next; this can easily be ascertained from the job posting. Organization A may be looking for someone who is proficient in customer service and problem-solving, while Organization B may require a candidate to have experience with financial reporting.

It’s important to tailor the skills section of your resume to each job that you are applying for; this way, employers will see exactly what they’re looking for when they scan it through an applicant tracking system. You can further elaborate on these skills by discussing them more in depth throughout other parts of your resume (such as the summary or experience sections).

Below is a list of common skills & terms:

Account Management
B2B
Banking
Business Development
Coaching
Cold Calling
Commercial Banking
Consumer Lending
Contract Negotiation
Credit
Credit Analysis
Customer Retention
Customer Satisfaction
Direct Sales
Document Imaging
Document Management
Finance
Financial Analysis
Fleet Management
Loans
Managed Print Services
Mortgage Lending
Operations Management
Printers
Process Improvement
Retail Banking
Risk Management
Sales Operations
Sales Process
Small Business Lending
Solution Selling
Team Leadership
Time Management
Transportation
Troubleshooting

4. Education

Mentioning an education section on your resume will depend on how far along you are in your career. If you recently graduated and have little to no experience, include an education section below the resume objective. However, if you have significant work experience that is relevant to the branch service manager role, it might be more beneficial for employers to omit this section altogether.

If including an education section is necessary, try mentioning courses related specifically to banking or any other subject matter associated with a branch service manager position.

Bachelor of Business Administration in Banking and Financial Services
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications are a great way to demonstrate your expertise in a certain field. They show potential employers that you have taken the time and effort to become certified, which is an indication of dedication and commitment.

Including certifications on your resume can help set you apart from other applicants who may not possess the same credentials as you do. Make sure to list any relevant certifications for each job application so that hiring managers know exactly what qualifications you bring to the table.

Certified Branch Service Manager
Institute of Financial Operations
May 2017

6. Contact Info

Your name should be the first thing a reader sees when viewing your resume, so ensure its positioning is prominent. Your phone number should be written in the most commonly used format in your country/city/state, and your email address should be professional.

You can also choose to include a link to your LinkedIn profile, personal website, or other online platforms relevant to your industry.

Finally, name your resume file appropriately to help hiring managers; for Destany Kemmer, this would be Destany-Kemmer-resume.pdf or Destany-Kemmer-resume.docx.

7. Cover Letter

Including a cover letter with your job application can be the difference between securing an interview and having your resume filed away. It is a great opportunity to present yourself in a professional way, show off your personality, and explain why you are an ideal candidate for the role.

Although cover letters aren’t always necessary, they should never be underestimated. Usually composed of 2 to 4 paragraphs, it’s important that each sentence has purpose and adds value to your candidacy as a whole.

Below is an example cover letter:

Dear Devonte,

I am writing in response to your posting for a Branch Service Manager. With more than 10 years of experience working in customer service and branch operations, I am confident I will be an asset to your team.

In my current role as Customer Service Manager at [company name], I oversee a team of 25 customer service representatives who handle approximately 100 calls per day. I have successfully implemented numerous process improvements that have increased efficiency and decreased call times by 30%. In addition, I have developed strong relationships with our clients and vendors which has resulted in increased business for the company.

As Branch Service Manager at [company name], I oversaw the daily operations of the branch including teller transactions, new account openings, and loan processing. I was also responsible for coaching and developing my team of 15 employees which resulted in improved morale and increased productivity. My efforts were recognized by upper management and led to me being promoted to Assistant Vice President within two years.

I am knowledgeable of compliance regulations related to banking operations and have a proven track record of adhering to all policies and procedures. My experience managing people, processes, and projects will enable me to contribute to your bottom line while providing excellent customer service. Attached is my resume detailing my work history along with references from previous employers. You can reach me anytime via phone or email; thank you for your time!

Sincerely,

Destany