Abu Kamru Biswas

Experience

• 

  GrameenPhone Ltd

  Apr 2004 - Apr 2013

  Manager

  • Allocate resources as per OSL to bring out the optimum output from the employees. Ensuring employee motivation and team spirit within given scope of resources.• Take instant decision at critical situation to stabilize circumstances and resolve the issue as per service level agreement.• Monitoring and ensuring product flow, cascade down targets and achieve KPI's at individual and branch level.• Successfully maintain internal / external audit, Customer Satisfaction Index and Net Promoter Score at desired point.• Need Analysis, planning and execution of functional training. Show less

• 

  TD

  Mar 2018 - Jan 2021

  Branch Sales and Service:Serving as Small Business Advocate for the branch through active engagement in the local community.Proactively reaching out to Small Business to develop and deepen relationships through needs-based conversations.Making quality referrals to appropriate partners and involving partners in customer conversation.Originating loan applications and conducts loan closing.Branch Operation:Assist Branch Manager in hiring the best talent, setting goals, developing staff, managing employee performance and promoting teamwork and handling any/all disciplinary actions, as required.Responsible for the Operational Standards of the branch, including but not limited to, cash handling, control of negotiable items, preventing fraud, managing controllable expenses, promoting integrity, Customer privacy and Employee safety.Ensuring team members complete required training prior to servicing Customers.Assist and motivate in achieving both branch and individual performance metrics.Making sound decisions and timely problem resolution.Executing the strategic Bank initiatives as a key contributor and making decisions related to own area of expertise. Serving as Escalation Manager for Customer problem resolution, including assisting team members with the most difficult Customer inquiries and complaints.Controlling and managing Store budget within guidelines. Team Management:Lead by example and coaching team members to focus on Customer Experience, by having needs-based conversations and offering financial solutions to meet Customers' needs.Responsible for branch employee scheduling and management of Paid Time Off (PTO)Schedules routine meetings to review overall business results, initiatives and expectations with all team members.Participate in routine leadership meetings to review overall business results, managing competing priorities, and strategically aligning efforts and activities to meet branch goals and objectives. Show less • Take residential mortgage loan applications and offer or negotiate terms of residential mortgage loans for compensation or gain. • Maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry)• Sit with customers with prospects and develop understanding of their financial needs and objectives.• Assess customer information and suggest appropriate product and service solutions explaining on value and benefits of suggested alternatives and close sales.• Maintain strong product and sales knowledge and also champions core service values. • Provide sound advice at every Customer interaction to create a positive Customer Experience and ensures that the Customer’s financial needs are met.• Meeting or exceeding specific individual sales goals.• Provide exceptional Customer service by meeting all Customer demands as they relate to relatively straightforward inquiries.• Resolve problems independently, escalating more difficult issues to supervisors.• Performing a broad range of tasks of varying complexity and scope.• Cross-sell products to provide multi-services for Customers and makes referrals to partners.• Ensure Customer problems are handled appropriately, escalating issues when necessary, know when to consult Managers and when to “Bump-it-Up”.• Engage Customers in conversations regarding their current and future financial needs. Educate them about bank products and services. Show less -Provides exceptional Customer service.-Provides supervision/coaching/mentoring of Teller and Platform staff to positively reinforce behavior and assists with staff development planning.-Has the flexibility to move between platform and teller line and the ability to prioritize the needs of both.-Primarily works in assigned Retail Store. Occasional travel required for Classroom Training, On-the-Job Training and Regional meetings.-Approves financial transactions using sound judgment to minimize risk and potential losses from fraud and other decision that will impact Store financial results.-Ensures that all security and audit procedures are followed to minimize potential risk.-Assists in managing Cash Recap, ICOM reporting and cash limits in accordance with Teller Operational Standards.-Participates in investigating, locating, resolving and controlling Teller differences to manage the Teller Difference budget within acceptable standards Show less

  • Assistant Manager

    Aug 2019 - Jan 2021

  • Banking Specialist

    Oct 2015 - Jan 2021

  • Branch Supervisor

    Mar 2018 - Aug 2019
• 

  ConnectOne Bank

  Jan 2021 - now

  - Support the Bank’s “client first” focus and rules of engagement—maintaining a professional demeanor, ensuring the branch reflects ConnectOne Bank standards and always striving to make ConnectOne Bank “A Better Place to Be”. - Proactively identify opportunities for relationship acquisition and development by cross-selling the Bank’s products and services (Commercial or Retail) in a consultative manner.- Perform account opening for commercial deposit products and educate clients on the Bank’s product and service offerings. - Maintain exiting 1031 Exchange portfolios. Complete the request for adding or closing 1031 Sub and fund allocation and transfer as per portfolio request.-Ensure all activities, transactions and records are in compliance with operational, security and control procedures of the Bank, preventing fraud and protecting customer assets.- Perform monthly, quarterly and yearly audit performance.- Handle customer service issues by conducting research, taking ownership and following up with on a daily basis as necessary until conclusion.- Assist other branch team members with transactions and overall operations, as necessary, and provide feedback and coaching to improve overall team performance.- Perform service transactions for the Branch to include check re-orders, address/name changes, outbound wires, account maintenance and outbound client contact.- Serve as primary back-up to the Branch Manager for operational and service related functions.- Assists with Teller functions as needed including performing banking transactions over the phone including accepting deposits, cashing checks, and assisting clients with other banking needs, and branch opening and closing as needed.- Active participation in achieving branch sales goals- Maintains a 90% plus service performance and reinforces feed -back gained from mystery shops.- Supports retail and community events to promote the brand in accordance with the retail business plan. Show less

  • Assistant Vice President

    Oct 2022 - now

  • Commercial Banking Relationship Specialist

    Jan 2021 - Oct 2022