My responsibilities include: overall branch management with a significant emphasis in business development along with consumer and business lending. Driving all facets of sales, service and operations by motivating my team to achieve sales targets, acquire new consumer and business customers, initiate referrals to partners and deepen all existing customer relationships. In addition, I oversee the recruitment/hiring process, branch operations to ensure adherence to all regulatory policies and procedures.

My responsibilities included planning, organizing and directing the branch in outstanding member service, first hand problem resolution, strong emphasis on meeting robust sales goals in a consultative sales environment, promoting organic growth, forecasting the branch growth in relation to shares/loan ratio, coaching and mentoring branch associates & junior managers in all aspects of the banking environment. Direct and oversee the branch’s performance including: home equity lending, consumer loans, business loans, credit cards, collections, member insurance functions and working with the mortgage loan officer to find creative ways to repair credit and reduce debt. Assist Senior Management with long and short term branch marketing campaigns, organize branch events and cultivate business expansion by reaching out to businesses within the community. Ensures staffing levels are appropriate in relation to member needs, conducts interviews, performance appraisals, formulates and implements corrective actions as needed. Forecast budgeting needs pertaining to branch repairs, machines, personnel, facility updates. Analyzing the cost per transaction, how to effectively improve branch expenses due to staffing changes, supply orders, community donations, branch events and exterior building costs. Communicate all security concerns; evaluate system updates and/or changes & keeping abreast on trending robberies & various types of fraud.In addition to the above, I act as a mentor to junior underwriters and as a liaison between branch personnel and the VP of Lending. I belong to a team that is currently restructuring the lending procedures in which all lending is to adhere to; our duties include: ensuring that the lending activities are being properly documented and adhering to the established policy guidelines, updating evolving regulations, legal requirements and industry trends, suggesting implementation of hybrid products that keep us competitive with other financials.

I supervised the operation of the Deposit Operations Department through counseling and directing staff members to ensure timely and efficient workflow. Guide and advise staff members in the more complex phases of their work. Ensure staff adheres to the quality customer service standards that the bank has established. Ensuring that the institution is adhering to the Bank Secrecy Act, Regulation CC, Regulation D, Regulation E, Right to Financial Privacy Act and any other applicable Federal and State Regulations. Monitor the Returned Deposit Items, general ledger settlements for the ATM/VISA and ACH transactions, confirming rejected postings, correcting check adjustments, reporting of closed account and charged off accounts to the appropriate collection agency along with Chex Systems. Managed the bank’s compliance program for overdraft fees (opt-in/opt-out), oversaw the dispute processing program which included recognizing trends in customer/bank losses and communicating with VISA when to implement ‘rules’ in regards to our credit and debit cards in order to minimize charge-off losses. I worked directly with the circuit court to prosecute customers that conducted fraudulent activity that resulted in losses greater than $5,000.00 and acted as a legal liaison in order to appropriately conduct prosecution cases. Managed the bank’s processing of annual 10099 corrections, abandoned property reporting and TIN corrections. I regularly attended conferences, educational classes and webinars in order to maintain a thorough and current knowledge of regulatory changes that impacted multiple facets of the banking environment. Additionally, I was the acting Trust & IRA Administrator in the absence of the VP of Branch Operations.

As a branch manager I was heavily involved in sales, helping to bring in new business and to build and maintain customer relationships. On a daily basis I handle all branch security issues, balancing GLs, reconciling branch Journals, ITIN customers, auto/personal loans, HELOC/Home Equity Loans, compliance procedures, opening and closing the branch. I handle all customer inquiries, compliments/complaints, loan denials, etc. . In addition to the above, I am responsible for coaching/training the entire staff on all bank products & services, mentoring my staff in the area of marketing and supporting my sales manager in any decisions or goals that she sets for me and my branch.

Oversaw the day-to-day activity of the department by monitoring workflow, measuring quality, assisting internal and external customers, as well as assisting, coaching and leading staff of approximately 15-19 employees. Job duties included answering customer and staff inquiries in a timely and professional manner, coordinating staff activities to ensure timely and professional responses to all inquiries and tasks, working with the staff to meet customer needs and department goals, training and coaching new and existing employees, communicating clearly and concisely pertinent information and changes to the staff and appropriate departments using the most effective means of communication for the topic and receiving group, performing administrative duties, which include observing and monitoring ACD calls, disciplinary actions and performance evaluations, monitoring trends and adopting best practices within the Company and the industry, leading by example to support the decisions of the department manager and the Company. I would also like to include that I created and implemented the first training manual for the Customer Service Department and distributed to new and pre-exisiting representatives.