Lauren Henley Email and Phone Number

• Supports the organizational development function with daily administration, scheduling, preparation, and organization of all training classes• Review records to determine if a new or existing employee can perform assigned tasks based on organizational technical training objectives• Compile formal metric reports to measure employee skill retention. Analyze metrics to identify trends and make recommendations on opportunities for improvement related to adult learning techniques

• Trained and assessed new employees on basic industry knowledge, transactions and balancing, system functions, fraud and security, products and services, deposit account opening, maintenance, member service, and compliance in a classroom environment. • Coached and mentored employees either in a one-on-one capacity or in a group setting to address areas of improvement related to operational processes. • Measured employees’ skill development and document results throughout training. • Partnered with management to identify training needs on both an individual and an organization-whole basis. • Developed additional training as needed after analyzing current training approaches. Followed up with supervisors on gaps observed post training.• Coordinated speakers, class scheduling, and assessments.

• Performed collection actions on mortgages, consumer loans (secured and unsecured), and credit card accounts that are between 15 and 90 days delinquent to ensure losses are minimized. • Supported member contact staff in other departments across the organization in dealing with collections accounts to minimize risk and maximize service. • Provided a superior member experience by actively listening to and assessing the needs of the member, identifying and recommending solutions, and referring members to the appropriate person or department.

• Responded to customer inquiries by providing information on credit accounts, policies, products, and services. • Assessed needs of customers, suggesting products and services accordingly.• Executed financial transactions according to bank policies and procedures. • Researched and resolved service-related problems as needed.

• Resolved customer questions regarding lending accounts and Collateral Protection Insurance inquiries. • Analyzed and coded various accounts for the purpose of lien perfection, title tracking, and follow-up with the Collections department as needed. • Completed loan maintenance and Subsequent Action requests. • Performed other duties as assigned, including Subsequent Action and military lending audits.

• Supported the organizational branch structure by working in both a cash handling and an account opening capacity at multiple branches as needed. • Answered customer questions regarding account inquiries and maintenance. Built profitable and lasting customer retention.• Submitted and verified account opening paperwork and/or maintenance. Completed the account process via data entry.Training Responsibilities• Trained and assessed new associates on basic industry knowledge, transactions and balancing, system functions, fraud and security, products and services, deposit account opening, maintenance, error correction, customer service, and compliance in a classroom environment. • Executed on-the-job training with newly hired associates. Coached and mentored associates either in a one-on-one capacity or in a group setting to address areas of improvement related to operational processes. • Measured associates’ skill development and document results throughout training. • Collaborated in multiple projects regarding training on new deposit account implementation and conversion. • Developed additional training as needed after analyzing current training approaches. Followed up with supervisors on gaps observed post training.• Coordinated speakers, class scheduling, and assessments. • Administrated on-line training software (including password resets, enrollments, reports, scheduling events, adding new classes, etc.)Operational ResponsibilitiesBank’s intranet to stay current with compliance, technology, and security issues.• Routinely performed testing for service packs and annual upgrades for the bank’s teller transaction software.• Published notifications regarding miscellaneous processes, such as cash counts and branch cash limits.

• Processed transactions including commercial deposits, cashier’s checks, money orders, traveler’s checks, savings bonds, etc. • Updated customer account information regarding address changes, debit card information, and processing holds.• Initiated and communicated account information or inquiries regarding deposits, withdrawals, transfers, and memo-posted items while providing outstanding customer service. • Maintained balancing standards and drawer limits, including vault balancing.

• Processed transactions including deposits, withdrawals, credit card payments, foreign currency purchases, wire transfers etc. • Maintained balancing standards and drawer limits. • Built and retained a thorough knowledge of policies and procedures.• Handled inquiries and information with superior member service.