Katie Henderson Email & Phone Number

Raleigh, Nc

When I was promoted to Specialist I, I took on position of Operations Team Lead.In this role I manage a team of 12 wonderful, dedicated, and hard working employees who come together to disburse over $500 million annually in tax-advantaged funds ensuring timely and efficient processing of members’ requests while maintaining adherence to IRS rules and regulations guaranteeing accuracy of annual tax reporting.I have Implemented new hire education and training program so new employees are provided with guidance and constructive feedback helping them secure a clear understanding of daily assignments, department processes, expectations of our department and all employees which allows for smooth integration into the team.We Created a catalog of comprehensive training materials, instruction manuals, and reference guides for new and existing employees for continuing education.Developed and implemented a new service management system to track an annual average of 20,000 departmental work orders which resulted in an 80% reduction in completion time for service requests and 42% decrease in rejected transactions.Serve as a key resource for tax-advantaged account information, providing support to the 8000+ branch and contact center network employees state-wide.My team handles 80% of our tax-advantaged operations. We do it all while working to support our branch employees and ensure our member receive impeccable service and care. We process all recurring distribution ensuring members of RMD age avoid IRS penalties, disburse charitable donations and online requests, account corrections and IRS reporting corrections when applicable, rejected transaction reports from branch processing, online, and debit card transactions. We do it all together, and this list just names a few things.

Promoted from Technician to Analyst, took on position of Beneficiary Relations Team Lead.Assisted beneficiaries in making informed decisions and mitigating potential tax liabilities by utilizing my comprehensive knowledge of IRS regulations and the ability to simplify and articulate complex concepts, making challenging materials easy to understand.Oversaw a team of 3 employees process prompt disbursals of tax-advantaged funds to beneficiaries.Worked closely with our Survivor Relations, Trust, and Legal Departments to ensure funds were being passed down to the persons who were the rightful beneficiaries of the decedent especially in cases of wrongful deaths.

Raleigh, North Carolina, United States

Provided exceptional service to branches and members alike while gaining a foundational understanding of both the departmental processes and the financial institution rules and practices.Consistently accomplished daily tasks quickly and efficiently ensuring the satisfaction of members and management alike while maintaining a positive and friendly attitude.

Baton Rouge, Louisiana, United States

Trained new employees to trouble shoot account issues quickly and accurately while giving assistance to members and maintain a high standard of professionalism. Educated front line staff in fraud prevention by staying up to date on current scams.Attended annual compliance training to research guidelines and statutory requirements to stay updated on new laws, guidelines, and document accuracy and record retention.Handled scheduling of employees to maintain adequate coverage of multiple branches.Monitored multiple bank vaults for accuracy and loss prevention.Served on Rate Committee to ensure competitiveness of the institution.Balanced all IRA transactions for annual tax reporting.Tended to employee relation issues with an open door and mind.

Baton Rouge, La

Monitored and tracked electronic funds transfers, retirement accounts, personal investments, and death accounts for accuracy and fraud/loss prevention. Prevented monetary losses using awareness, attention to detail and integrity.Used extensive knowledge of institutional procedures to provide exceptional and friendly customer service.Obtain MIP information and ID verification required for the provision of accounts, services, and establishing retirement accounts.Cross sold products and services tailored to member’s specific account and lending needs.Cross trained in multiple departments including teller and loans to provide back-up for other service representatives when needed.

Baton Rouge, Louisiana, United States

Processed cash, and check transactions for account and loan payments quickly and efficiently.Provided friendly customer service with honesty and integrity.Prevented fraud by being up to date on, and able to recognize, popular scams. Especially those targeting the elderly and persons of special needs within our membership.Provided assistance to management in balancing cash vaults and cash drawers ensuring department integrity.Assisted disgruntled members with the impeccable care to clear up any discrepancies and provide expert level problem solving and conflict resolution to ensure they left feeling heard and satisfied with their resolution.