• Serves as a point of contact and support to internal and external customers. May process and/or reconcile transactions of varying risk and ensure quality and accuracy in accordance with banks established policies and procedures. Interacts with customers and/or third parties to resolve escalated issues and ensure customer satisfaction. • Manages all human resources related activities for direct reports and maintains employee engagement. Provides coaching and development to team members. Leads staff meetings, communicates strategy, and translates corporate communication into tactical operating plans.• Identifies and influences strategic improvement initiatives and serves as a representative for operations group on projects. Develops and/or approves standard operating procedures as appropriate. Recommends policy improvement. Partners with other departments or other functional areas in support of line of business initiatives. Develops solutions to optimize process efficiency, reduce processing time, and mitigate risks.• Consults with members of organization at all levels to ensure that introduction of new processes are communicated smoothly and effectively. Ensures employee understanding and buy in for implementation of new processes and procedures. Serves as mentor to individuals and teams to build capabilities. Leverages strong relationships with the Line of Business to ensure continuous improvement after initial implementation.• Reviews reports to identify exceptions, monitor quality, and ensure compliance. Manages and is accountable for risk mitigation and business resiliency activities. Identifies more complex problems and provides advice and resolution in support of line of business initiatives. Works with key decision makers to ensure cross-business and cross-functional alignment. Works to create solutions that optimize process quality, efficiency, and cost.•Train and coach employees on current federal lending regulations. Managed team of processors

• Managed a team of loan processors and monitored reporting to ensure that the team was meeting and exceeding monthly standards set by company• Handled most HR issues for team including but not limited hiring, coaching, monitoring time, training, discipline, and terminations. • Worked to develop and implement projects for my department to help increase productivity and customer satisfaction.• Developed and delivered training for our internal partners on various topics related to equity processing and lending requirements • Analyzed reporting to determine which processes were most effective and which ones needed to be adjusted or removed, • Handled customer escalations from both internal and external customers to address and resolve any issues as they arose. • Ensured that we were compliant with all company and federal lending laws

• Processed home equity loans, communicated with both external and internal customers, Handled pre-underwriting review for salaried borrowers• Lead team huddles and updated daily results for team, provided training to branch partners and new employees in department • Ensured that we were compliant with company and federal lending laws.

• Subject matter expert in the areas of branch sales and service.• meet with customers and prospects to determine their banking and financial service needs• Gains understanding of our customers’ current financial standing and their short and long term financial goals• matching and selling or cross-selling appropriate products and services• Educates customers on investment products used to meet their investment needs• provided paying and receiving transaction services to customers with accuracy, professionalism and a high level of service• Balances cash items, teller over/short report, traveler's checks, savings bonds, etc and adhere to all branch procedural controls• Knowledgeable about all federal lending and banking regulations as well as compliance requirements.