Bob Powers Email & Phone Number

An accomplished business leader with extensive experience in sales, customer service and eCommerce. Leverages market understanding and strategic vision in managing, servicing, and building existing accounts while securing new business. With strong leadership skills he is a trusted associate to our vendors and a valuable resource to his customers.

Greater Grand Rapids, Michigan Area

Direct all Personal and Business Electronic Banking operations statewide including online, bill pay, mobile and telephone banking as well as treasury/cash management, ACH, wires, remote deposit capture and positive pay. Responsible for the Customer Care Center supporting all Chemical Bank customer needs including electronic banking, card services, loan servicing and general inquiries. Accountable for eCommerce regulatory compliance and successfully meeting the new FFIEC guidelines. Report to the Executive Vice President of Bank Operations and serve on his Business Leadership Team. • Drove 2010-2015 growth initiatives with Personal Online Banking increasing from 45,000 to 134,000 customers, Business Online Banking increasing from 2,500 to 10,000 customers and Mobile Banking growing to 30,000 customers in the first 18 months of new service. • Developed robust Customer Care Center operations supporting five-year growth from 8,000 to 45,000 contacts/month and 1,200 sales/month as well as online chat/additional services.• Established a comprehensive approach to vendor management which reduced cost, improved performance and assured compliance within a mission-critical network of 17 key providers. • Played a key M&A leadership role in four successful bank conversions including Byron Bank, Independent Bank, Northwestern Bank and Monarch Bank. • Championed high-impact projects including the ACH system (positive pay and debit block), one-time passcodes, electronic business applications and Voice of the Customer program.• Key contributor and active member of the Red Flag and Fraud Reporting/Management, Product Development, Customer Complaint and Remittance Transfer Committees.• Provided leadership to several vendor advisory boards serving as: Founding Member and Chairperson of the FIS Bankway User Committee; Founding Member of the ACI Advisory Board; and Board Member of the Treasury West Michigan Soccer Officials Association.

• Executive Committee – Leaders from across the bank responsible for setting bank strategy• Chair the bank’s “Organization Excellence” team, whose charter is to streamline operational functions and improve the customer experience for both internal and external customers• Product Team Committee Member – Key player on multi-functional team whose charter is to manage the bank’s product line-up based on a number of key factors including industry research, customer data and product use history and emerging technologies• Mentor and manage a highly skilled and innovative 22 member team to improve the bank’s efficiency ratio, reduce costs, and improve service levels, teamwork and employee morale. Administer all HR activities for the team• Direct and manage all Operation roles of the bank including; Deposit Operations, Loan Operations, Electronic Services, Item Processing, and Retail Operations.

• Directed domestic and international customer service activities of manufacturer with sales of $140 million• Managed staff of 21 in two locations• Developed a series of initiatives that improved morale, service and revenue including company web site and document imaging system• Increased customer service level by setting and implementing new goals which includedo Installing call center management software allowing better success in handling incoming callso Increased average speed of answer from 4.5 minutes to 15 secondso Increased service level from 27% to 90% (answering 80% of calls in 20 seconds)o Decreased abandoned call rate from 30% to 2%, during a time when staffing levels dropped from 21 positions to 17• Generated annual savings of $130,000 by installing a document imaging system • Enhanced and managed a customer and sales representative web site. The web site included online ordering and forms, shipment tracking, stock checks, order status and commission reports• Successfully conducted training on: Customer service skills, telephone techniques, 7 Habits, team building and selling skills

• Directed and managed customer solicitation marketing plan, including compensation structure, vendor contract negotiations, marketing material, schedules and reporting• Oversaw compliance with current and new customer privacy regulations• Managed affiliate advocate program to maintain relationships with national origination offices.• Developed management report for ancillary income including budgets, vendor management, quality control and solicitation results• Managed project to implement new interactive voice response (IVR) unit for call center, which handled nearly 50% of the inbound calls• Managed project to convert over 200,000 customers from coupon books to monthly statements generating privacy-compliant marketing opportunities• Managed project to implement call center scheduling and forecasting software including research, contract negotiations, and training. Resulted in increased service level by 20%• Key project member of WOW service program and “7-Habits of Highly Effective People” leadership initiatives