Professional with 12 years of experience in management capacity within the banking and lending industry, including Branch Manager, Assistant Branch Manager, Sr. Loan Processor, Office Manager, and Customer Service Support. Management experience including total profit and loss responsibility, budget preparation, controlling expenditures, increasing sales, improving performance, all activities of personnel supervision and management, insuring compliance with policies, procedures and establish practices, interpreting regulations, developing excellent customer rapport, resolving issues and project management activities.
•Responsible for effectively coaching and mentoring staff, and motivating employees to meet or exceed monthly production goals while staying focused on maintaining acceptable member satisfaction ratings.
•Responsible for weekly staff meeting which may include a sales meeting.
•Other responsibilities include initiating & maintaining effective communications with Chesapeake Energy employees in order to grow membership. This includes planning and performing on-site visits, lunch seminars, open enrollment sessions and in-house member appreciation days as deemed necessary by corporate management or requested by Chesapeake human resources.
Responsible for performing all duties and support related to branch operational activities and financial services; processes all new account. Played a vital role in increasing customer service satisfaction scores through utilization of effective relationship deepening to encourage product sales. Served as a key member of sales team by identifying the customers current and future financial needs while creating interest and recommendations of bank products and services to optimize sales potential. Skillfully managed entire sales relationship from initial contact to product sales ongoing customer service. transactions; assisting customers in their selection of various accounts and financial services; cross-selling the Bank's products and services; opening, maintaining and closing of all account types; performing branch clerical duties; promoting business for the Bank by maintaining good customer relation and referring customers to appropriate staff for new services. Fully knowledgeable and skilled in the areas of teller, vault, safe deposit, processing and boarding DDA lines of credit, discussing and accepting credit applications, and is required to provide leadership, training and support to less experienced New Account Representative and other branch staff members.
Successfully managed 3 Las Vegas branches with aggressive emphasis on loan and share growth, focus on member sales/service techniques to achieve growth goals. Monitored products and services through cross sell, transactions, staff achievement, training and balancing averages.
Redesigned and piloted Core Promotional Criteria for Sr Level Teller. Created competitive sales culture by setting goals, establish priorities, providing effective communication through positive coaching, constructive discipline an frequent goal reviews with staff. Developed and implemented performance expectations created for branch staff to promote teamwork and empowerment Acted as a role model and mentor for 3 teller supervisors engaged in on-the-job training. Generated learning activities for training regulations to employees, wrote
performance reviews, and managed over 10 employees.
Responsible for managing and maintaining mortgage loan application pipeline. Analysis of loan approval documents, quality control on all documentation to determine to be accurate and verifiable. Assigned loans in pipeline to processors and assisted in mass sales and processing of FHA, VA and Conventional loans. Key management responsibilities include, Customer Service, Follow up, Collection on all down payments and fees, promotion and development of loan originators and staff loan processors, employee management, policy enforcement, reporting monthly sales and loan closing to corporate office, inventory control and monitor/approval of time cards submissions to be sent to Human resources department.
Graduated top 3 in class with academic honors.
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