Manage portfolio performance of delinquent accounts in a call center environment. Coach team to exceed target goals and ensure agent, company and customer success. Review processes, working with senior leadership to improve efficiency of operations, reduce risk, expedite error resolution and prevent customer dissatisfaction.

Determine branch priorities and create branch action plans to drive P&L results. Manage the day to day operational functions of the branch including: vault, drawer and ATM balancing; overseeing teller and customer service duties; and assisting with customer transactions. Perform internal audits to identify and mitigate operational risk, and ensure ongoing adherence with compliance and accounting procedures. Responsible for growing customer base; consumer and business relationships through internal and external marketing programs. Collaborate in the hiring, training and retention of staff. Facilitate regular employee meetings to discuss goal orientation, vision, disseminate company information and discuss operational problems and instill an environment of mutual trust. Using strong reasoning skills, promptly manage difficult situations with customers and provide them with a resolution, information or additional options. Responsible for the administration of sales, service, operational efficiency, risk applications, internal controls and Human Resources management activities to meet business objectives. Develops a culture and environment within the branch in which quality, integrity and continuous improvement on all performance accountabilities are understood and utilized by all employees. Analyzes branch expenses and implements strategies to reduce overhead. Consumer and small business lending origination and review experience.

Supervised and trained teller staff. Ensured compliance with bank rules, regulations, and account and deposit growth were aligned with branch goals. Made and distributed reports for the branch and represented the Branch Manager as needed. Ensured tellers could properly identify fraudulent or forged documentation. Maintained confidentiality of customer information, bank policies and procedures. Restocked ATM machines and balanced vault. Developed, applied, and evaluated policies and procedures for the department, ensuring employees complied with and understood changes in requirements. Maintained a thorough knowledge of policies, processes and trends in the banking industry, with particular attention to the Bank Secrecy Act, Patriot Act, and robbery procedures. Ensured staff was trained and cross-trained in all phases of their particular jobs, bank products and services to ensure the highest quality of customer service. Investigated Teller losses and instituted corrective flow of work and/or corrective disciplinary action.