Toby Service Email & Phone Number

Portland, Oregon Metropolitan Area

Observing and consulting with branches to ensure compliance of corporate policies and proceduresServe as a subject matter expert in identifying and assessing risks to make appropriate recommendations to mitigate losses in the following areas: cash controls, risk management, transaction processing, audit, and regulatory complianceReview and research strategies to identify opportunities for process improvements by conducting root cause testing of all compliance and business metrics while meeting performance standards and policy expectationsPresent recommendations to develop, implement, and monitor strategic approaches, and effectiveness of support functionsExercise independent judgment and provide guidance in diverse support functions and operationsCollaborate and consult with leaders, and executive management to provide Day-to-day consulting with stores &/or markets management to ensure compliance with corporate policies, control standards, and customer experienceSupport stores in meeting performance objectives by performing proactive assessment of current practices thru on-site visits and developing and/or delivering learning programs and presentations that meet identified needs in the areas of sales, service, controls, policies, standards, compliance, and systemsProvides training and guidance to store, market and regional staffCompletes special projects for stores and region involving risk and regulatory complianceResponsible for developing, implementing, and executing business initiatives and processes, as well as serving as advocates for the company’s vision and business plans across business groupPrepared and presented in person and virtual meetings on regulatory compliance, customer experience, fraud detection/prevention, emerging trends, and other various topicsSupported multiple districts with approximately 125-175 team members, including 14 Branch Managers, and 16 Service Managers, per district

Portland, Oregon Metropolitan Area

Lead, manage and develop a team of direct and indirect reports with moderate to high complexity and risk in multiple retail banking branch locationsMy teams included approximately 20 team members including Service Managers, Bankers and tellers across multiple locationsIdentify and recommend opportunities for individuals to efficiently improve processes and risk control development for all functions in the retail banking branchMade decisions and resolve issues regarding customer and team experience, risks, and growth of the retail banking team to meet regional banking business and regulatory objectivesExecute policies and procedures in alignment with applicable regulations, as well as audit and escalation proceduresServe as a role model to deliver an exceptional customer experience and focus on building relationships with communityEngage customers to understand their financial needs, and work proactively to help customers succeed financiallyManage allocation of people and financial resources for Regional BankingMentor and guide talent development of direct reports and assist in hiring regional banking talent

Portland, Oregon Metropolitan Area

Lead and supervise risk and the operations of teller functions to deliver exceptional customer service and colleague experience, and ensure timely completion, quality, and compliance in teller functionsProvide feedback and present ideas for improving customer service and colleague experience, and related performance management process and toolsPerform operational and customer support tasksProvide excellent customer service, engage customers in conversations, and build relationships with themManage the schedule and the daily operations of the teller lineMake decisions and resolve issues related to daily operations of the teller line, under direction of regional banking managementLeverage interpretation of applicable regulations, policy and procedure requirements, and audit and escalation proceduresSupport customers and employees in resolving or escalating concerns or complaintsCoach, motivate, and develop a diverse team of direct reports to achieve full potential and meet established business and regulatory objectivesMentor and guide talent development of direct reports and assist in hiring talent

Portland, Oregon Metropolitan Area

Participate in delivery of exceptional customer experience by building relationships through proactive outreach as well as proposing appropriate products, services, and solutions to help customers succeed financiallyAssist customers with requests related to opening new accounts, completing service requests, and submitting credit applicationsDevelop understanding of bank products and services to connect to customers' needsInteract with customers to demonstrate care and build relationshipsProvide appropriate options for bank products and services to customer

Portland, Oregon Metropolitan Area

Support customer engagement by processing teller transactions, sharing digital solutions, and making appropriate introductions to bankersComplete operational activities while minimizing risks under established policiesPerform routine transactional, operational, and customer support tasks efficiently through knowledge of bank procedures and products, as well as partners across the organizationExercises judgment within defined policies and proceduresInteract with customers and individuals to demonstrate care, build relationships, and complete requested transactionsIdentify information and services to meet customers financial needs