• Directs, develops, motivates, and coaches branch personnel; administers performance evaluations, coaching sessions, career planning, and recommends appropriate personnel actions. • Creates and maintains a sales environment that builds strong member relationship and retention; assists with establishes annual and monthly goals for all staff and insures that sales plan are developed and implemented; motivates and coaches staff to sell credit union products and services to consistently meet monthly branch sales goals. • Ensures branch staff provides prompt, friendly, personal and professional services to all members and co-workers, develops and retains good rapport to fulfill established services promises; Branch consistently maintains 94% average score on mystery shops and member surveys. • Ensures accuracy and compliance with all regulations, policies and procedures to include Bank Secrecy Act/Anti-Money Laundering, OFAC, CIP, Identity Theft, Incident Response, etc. • Directly responsible for keeping inventory for all negotiable items in branch and conducting monthly audits to ensure all monetary instruments are accounted for. Monitor daily branch cash flow and order funds accordingly.

• Ensured all training programs are delivered consistently and in accordance with national standards. • Observed in-branch training delivered by Customer Service Representatives, provide feedback, coaching and guidance on areas requiring improvement. Effectively facilitate CSR training, Train-the-Trainer, and any other training as assigned by District Manager. • Planned monthly regional training calendars, ensured offerings support corporate requirements and District needs. Worked with District Managers to ensure that an adequate number of skilled, committed District Trainers and CSR Coaches were in place to support the needs of the Districts. • Consults regularly with District Managers to identify training needs and ensure that training standards were being upheld in all stores. Follows-up on in-store training activities and shares findings with District Manager. Assist in identifying learning needs within the Region/District and helps identify appropriate remediation. • Collect, assess and submit all training program feedback (verbal and/or written) to the District Manager. Conducted continuous evaluation, assessment and revision of training practices and programs, and make improvements. • Conducted any additional training initiatives as directed by District Manager.

• Ensured all staff members provided quality customer service in adherence to company standards. Responded to customer complaints and ensure resolution. • Ensured proper check cashing procedures and lending policies were in compliance. Adhered to and ensured proper operational policy/procedures were followed. Ensured all branch staff complied with proper Security and Loss Prevention policy/procedures. Conduct audits to guarantee compliance. • Ensure financial goals/targets were met for the store while assuring costs were minimized and profits were maximized. Reviewed monthly earnings statements to ensure corrective action is taken when operating targets are not met. Effectively manage the performance of all staff through the active use of audit and financial reports. Prepare, submit, and recommend annual operating plans for the store. • Maintained proper accounting procedures and ensured all reporting was completed in a timely fashion. Maintain cash accuracy/controls and effectively control cash variances.• Effectively managed the collections process, including research, follow-up, documentation, and adherence to collection laws. • Drive revenue through the implementation of company-wide marketing plans as well as through local area marketing efforts. Monitor marketing trends and report findings to the Area Manager/District Manager. Identify and evaluate local competitors and report findings to the Area Manager/District Manager, while develop and implement tactics to compete successfully against them. Developed a network of contacts within the local community. Participated in locally sponsored community events as directed or suggested.