Ensures all branch employees are compliant with both bank and federal financial institution regulations. Responsible for reviewing risky and questionable transactions as well as resolve customer complaints swiftly and without escalation. Ensures all opening and closing procedures are completed properly. Responsible for team customer service scores, balancing records, and vault balances. Developed a coaching system which is now used in both platform and retail sections of our branch. Emphasize customer service and personable interactions when coaching. Lead by example by participating on the teller line when not required in order to display the desired customer interaction.