Thomas Heaney Email & Phone Number

United States

Present orientation to potential new members. Update orientation materials for incoming members. Presentation of training modules to existing membership.Deliver outside presentations to attract new members.

Trained Loan Consultants to produce in restricted market and produce an average of $1 million per consultant, per month. Recruited, trained and coached new consultants producing $1 million per month or more in loan volume.Developed outside sales activities which doubled purchase applications.Delivered teleconference training sessions on product knowledge, underwriting and processing which increased application efficiency by 35% and decreased funding times by 20%.Launched referral tracking system with daily updates to branch management. Held Consultants accountable to sales goals and coached low performers.Implemented tools to better value properties in current marketDeveloped strong lines of communication with processing departments, support groups, and customers.Controlled costs through prudent use of discretionary pricing.Resolved conflicts between loan applicants, bank and processing department.Educated applicants on processing and product offerings.

Managed two branches simultaneously, supervising 22 employees. Increased customer service scores from a rating of 84% to 92% through weekly staff training sessions and daily one-on-one coaching.Increased referrals to all business partners (Home Loans, Small Business Banking and Investments) by 200% through profile training of team members.Inspired increased referrals by visible posting tracking system, keeping sales focus a priority. Controlled branch costs by minimizing non-interest expenses.Selected as mentor manager to train Texas Management and Platform employees in Consumer Lending marketing.

Increased production yearly in all sales categories (increasing business lending from $860,000 to $13.1 million per year). Built a dynamic sales force in 23 Financial Centers through the recruiting, coaching, and administration of corrective actions for all management employees. Established performance expectations, activities and timelines for successful achievement of sales, customer service, household acquisition and retention, deposit growth and operational targets.Ensured effective partnerships between branches and other departments within the bank: Loan Consultants, Investment Services, Business Banking and Credit Card Services.Implemented new consultative sales process with management and platform employees within region of 120 employees

Increased customer service scores from 82% to 94%.Consolidated three Financial Centers over a two year period with no decrease in customer service scores. Developed referral process for platform employees that increased referral to partners by 200%.Coached employees in customer profiling and increased sales resulting in top performance rating seven out of ten years.

Bachelor, Business Administration

Education record