Mercia Sousa
Billerica
Summary
Experienced Banking professional equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Teller
Digital Federal Credit Union
Burlington, MA
06.2025 - Current
- Manage high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Improve customer satisfaction by providing efficient and accurate transaction processing.
- Educate customers on use of banking website and mobile apps.
- Process deposits, withdrawals, loan payments, cash advances, check issuance and balance coin machine to maintain cash accuracy.
- Provide timely assistance to members via phone to enhance service satisfaction.
- Processed wire transfers and account transfers accurately. Submitted service requests to support operational needs.
- Support the member service representatives during high volume of clients while being lobby greeter.
- Execute detailed reviews of branch documentation, identifying discrepancies and ensuring proper record-keeping.
- Direct customers to appropriate banking departments for specialized service needs.
- Maintain cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Maintain up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Reduce errors in transaction processing by implementing double-check system for large withdrawals and deposits.
- Monitor and verified suspicious activity on member's accounts.
- Boost cross-selling of bank products by identifying customer needs during transactions.
- Coached new hires on customer service policies and procedures.
- Execute detailed opening and closing tasks, ensuring all protocols were followed.
- Provided essential support to the management team at Waltham, Burlington and Tyngsborough.
- Facilitate peer engagement during morning huddles and throughout the day.
- Promote teamwork and open communication to support peers in reaching branch goals and enhancing overall performance.
- Contribute to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
Legal Secretary Assistant
Cambridge Immigration Law
Cambridge, MA
01.2025 - 03.2025
- Assisted attorneys and paralegals with legal documents and case files for immigration proceedings.
- Coordinated communication between clients and legal staff, facilitating effective information exchange.
- Maintained organized electronic filing systems for easy retrieval of case-related documents.
- Coordinated sorting, distribution, and dispatch of incoming and outgoing mail.
Retail Banking Representative
Leader Bank N.A
Burlington, MA
2024 - 2024
- Executed client transactions and services to enhance customer experience through efficient handling of deposits, withdrawals, loan payments, and bank check issuance.
- Developed and implemented client verification protocols to enhance operational efficiency and risk management.
- Coordinated phone desk operations, ensuring 90% collaboration, and handled 15% of wire requests directly at the branch level.
- Managed vault procedures and coordinated shipments in and out to maintain operational integrity and security.
- Coordinated client outreach regarding sensitive information and executed the return process for deposited items (RDI).
- Provided exceptional customer support while adhering to strict security and banking compliance regulations.
- Facilitated open communication and collaboration among team members, resulting in increased productivity levels.
Bank Representative
Washington Savings Bank
09.2022 - 2024
- Delivered exceptional customer service while managing bank transactions with patience and empathy.
- Managed daily financial transactions for over two hundred clients, ensuring accuracy and efficiency.
- Facilitated client communication by directing inquiries to appropriate departments via phone.
- Facilitated communication with Portuguese-speaking clients to enhance service delivery.
- Cultivated strong relationships with customers, leading to increased loyalty and repeat business.
Customer service representative
T-Mobile
Lowell, MA
01.2020 - 09.2022
Education
High School -
Portsmouth High School
06.2019
Associate in Science - Paralegal Studies
Middlesex Community College
05.2025
Bachelor of Science - Criminal Justice
University of Massachusetts, Boston
Boston, MA2028
Skills
- Regulatory compliance
- Banking law compliance
- Sales and Cross-selling
- Strong focus on accuracy
- Service excellence
- Relationship building
- Active listening skills
- Approachable demeanor
- Excellent time management skills
- Professionalism and courtesy
- High-quality client service
- Problem-solving
- Communication
- Coaching
- Leadership development
Certification
Legal Technology Certificate - NSLT
Languages
Portuguese
Native or Bilingual
Timeline
Teller
Digital Federal Credit Union
06.2025 - Current
Legal Secretary Assistant
Cambridge Immigration Law
01.2025 - 03.2025
Bank Representative
Washington Savings Bank
09.2022 - 2024
Customer service representative
T-Mobile
01.2020 - 09.2022
Retail Banking Representative
Leader Bank N.A
2024 - 2024
High School -
Portsmouth High School
Associate in Science - Paralegal Studies
Middlesex Community College
Bachelor of Science - Criminal Justice
University of Massachusetts, Boston