Michael Gonzalez
Allentown
Summary
Experienced Small Business Banking professional with 5+ years supporting business owners through client service, credit processes, and operational guidance. Known for clear communication, documentation management, and cross-functional collaboration. Strong background in business lending support, compliance, and remote client engagement, with a focus on delivering consistent, high-quality client experiences.
Overview
6
6
years of professional experience
2019
2019
years of post-secondary education
Work History
Small Business Banker
TD Bank
Allentown
04.2023 - Current
- Manage and support a portfolio of small business clients, serving as the primary point of contact for day-to-day banking, credit, and operational needs.
- Provide consultative guidance on business checking, cash management, merchant services, and digital banking solutions.
- Originate and support business credit products including lines of credit, term loans, business credit cards, and SBA lending.
- Gather, review, and submit financial documentation to support credit applications and underwriting requirements.
- Partner with loan specialists, underwriters, and operations teams to ensure timely processing and clear client communication.
- Conduct ongoing client follow-ups to address account maintenance, documentation requests, and post-closing servicing needs.
- Ensure compliance with bank policies, KYC/AML standards, and risk management procedures.
- Balance priorities across multiple branch locations while meeting service, quality, and performance expectations.
- Identify client needs and provide appropriate referrals while maintaining a strong client-first service approach.
Customer Service Representative
TD Bank
Allentown
04.2021 - 03.2023
- Opened and serviced consumer and business accounts, including checking, savings, and related banking products.
- Completed account maintenance requests such as signer changes, address updates, account closures, and documentation updates.
- Collected, reviewed, and verified customer documentation to ensure accuracy and compliance with bank policies.
- Educated customers on digital banking tools, account features, and product options to support their banking needs.
- Resolved customer inquiries and issues by reviewing account activity, researching discrepancies, and providing clear explanations.
- Ensured adherence to KYC, AML, and regulatory requirements during account opening and servicing.
- Collaborated with branch leadership and internal teams to escalate complex issues when necessary.
Bank Teller
TD Bank
Allentown
02.2020 - 04.2021
- Handled high-volume daily transactions including cash deposits, withdrawals, loan payments, and account transfers with a strong focus on accuracy and efficiency.
- Balanced cash drawer daily and consistently met internal control and audit standards.
- Assisted customers with account servicing needs such as debit cards, password resets, account maintenance, and basic troubleshooting.
- Responded to customer questions regarding account balances, fees, and transaction activity while providing clear explanations.
- Identified customer needs during routine interactions and referred clients to appropriate banking products or platform bankers when applicable.
- Maintained compliance with security procedures, KYC requirements, and customer identification standards.
- Delivered consistent front-line customer service in a fast-paced branch environment.
Education
William Allen High School
Allentown, PennsylvaniaSkills
- Small Business Client Support
- Relationship Management
- Business Banking Operations
- Credit & Lending Support
- SBA Loan Process Support
- Line of Credit & Term Loan Servicing
- Documentation Review & Processing
- Client Communication & Follow-Ups
- Cross-Functional Collaboration
- Process & Workflow Management
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Small Business Banker
TD Bank
04.2023 - Current
Customer Service Representative
TD Bank
04.2021 - 03.2023
Bank Teller
TD Bank
02.2020 - 04.2021
William Allen High School