Experience

M C Bank

• United States
• Banking
• 1 - 100 Employee

• Relationship Manager

  • Aug 2022 - Present



First Horizon Bank

• Financial Services
• 700 & Above Employee

• Retail Banking Center Manager II

  • May 2022 - Jul 2022



Partners Financial Federal Credit Union

• Richmond, Virginia, United States

• Branch Supervisor - Operations

  • Jan 2022 - May 2022

  Efficiently and effectively manage daily operations of the branch, including staff management and development, deposit and loan product promotion, maintenance of member service level requirements, and overall safety and soundness. •Monitor office activity, including number of transactions, phone call volume, teller errors, loan volume, teller and loan sales, and new accounts. •Responds to technical and operational questions or problems as appropriate and to ensure the highest quality of member service. •Assists staff and members in solving complex account problems. Show less



Virginia Credit Union

• United States
• Banking
• 400 - 500 Employee

• Branch Operations Manager

  • Jun 2021 - Sep 2021

  Responsible for the administration and daily operation of the branch, including required service levels, staff training, cash management, security, safety, business continuity, sales referrals, and teller line management. •Provided superior member service by accurately and efficiently performing all member service-related transactions in accordance with credit union policies and procedures. •Performed thorough needs assessments on each member to strengthen and deepen member relationships while ensuring quality member experience. •Fostered a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, and aligning employee engagement with the credit union’s mission, vision and strategic plan. Show less



IBERIABANK

• United States
• Banking
• 700 & Above Employee

• Banking Center Manager

  • Mar 2018 - Jun 2021

  Administration and efficient daily operation of a full-service branch office, including operations, consumer lending, product sales, customer service, and security and safety in accordance with the Bank’s policies, procedures, and objectives.•Facilitated ongoing staff training on the Bank’s various consumer and commercial lending programs, and core software systems, including Jack Henry’s Silverlake, Xperience and EASE, concentrating on new product rollouts, and updates to new and existing procedures, focusing on the efficiencies within each core system.•Monitored and performed daily operations including daily non-sufficient funds reports, account maintenance and research, loan payments and advances, wire transfers, and handled any other client issues timely and professionally.•Coached and led branch staff during the Payment Protection Program’s rollout and subsequent rounds using the bank’s branded nCino product, iFocus.•Performed commercial loan renewals, updated client financials as needed, ordered commercial appraisals, and managed post-closing exception reports.•Directly involved in the day-to-day operational soundness of branch, ensuring satisfactory or above audit findings, with emphasis on ATM, teller and cash vault balancing; safe deposit box setup, entry, and required maintenance; overall safety and security of branch; and ensuring required and accurate documentation obtained on any new account opening or existing account maintenance.•Evaluated client requests for referral to other areas of bank, including Treasury Management, Commercial and Mortgage Lending, Trust, and other subsidiaries of the Bank.•Consistently exceeded corporate consumer lending goals with emphasis on vehicle secured, unsecured and certificate secured lending, with home equity lines of credit being the bulk of loan volume.•Continually exceeded customer expectations by emphasizing continual follow up in day-to-day interactions and organizing regular customer appreciation events. Show less

• Retail Support Specialist

  • May 2015 - Mar 2018

  In a key role as Retail Support Specialist, provided operational leadership for 11-15 branches, emphasizing quality control to ensure branches are operating in accordance with Bank policies and procedures. •Provided ongoing operational support and guidance to branch network.•Conducted branch audits at least annually, concentrating on areas of high risk, including cash on hand, safe deposit box, proper documentation, business continuity, and overall branch safety and security.•Coached and monitored internal controls; and assisted branches with internal audit responses.•Monitored branch cash balancing; participated in annual limit review; reviewed exception reports and followed up where exceptions were excessive; performed quality control review, user reviews and authority level reviews.•Regularly provided branch support as a teller, platform associate, or consumer lender during staff shortages.•Assisted with market management; effectively communicated with market leaders; ensured balance was maintained between sales initiative and operational soundness in the market; communicate pertinent operational or associate information on a regular basis. Show less



IBERIABANK

• United States
• Banking
• 700 & Above Employee

• Senior Compliance Specialist

  • Nov 2012 - Dec 2013

  Perform administrative and support tasks for the Compliance function with emphasis on Home Mortgage Disclosure Act (HMDA), Community Reinvestment Act (CRA), Secure and Fair Enforcement (SAFE) Act, Fair Lending, Loan Customer Identification Program (CIP) and other loan related regulations. Also, provide support as Bank Secrecy Act (BSA) Analyst for Anti-Money Laundering (AML) monitoring function. Perform administrative and support tasks for the Compliance function with emphasis on Home Mortgage Disclosure Act (HMDA), Community Reinvestment Act (CRA), Secure and Fair Enforcement (SAFE) Act, Fair Lending, Loan Customer Identification Program (CIP) and other loan related regulations. Also, provide support as Bank Secrecy Act (BSA) Analyst for Anti-Money Laundering (AML) monitoring function.



Urban Trust Bank

• Banking
• 1 - 100 Employee

• Sr. BSA/AML Specialist

  • Feb 2011 - Nov 2012

  Responsible for testing and monitoring the Bank’s BSA/AML/OFAC program and general functions of the Bank’s compliance program to ensure compliance with the regulatory guidelines and applicable laws.•Investigation and maintenance of suspected fraudulent activity files, including required regulatory reporting, and any necessary follow up.•Review all new account documentation for compliance with the Bank’s BSA/CIP/OFAC programs.•Training new BSA staff on the bank’s software systems, regulatory changes, policies, and procedures. Show less

• Regional Operations Manager

  • Feb 2010 - Feb 2011

  In a key operational management role, provided overall operational oversight and sales support for up to 10 banking centers. General responsibilities included audit overview, training and coaching, regulatory compliance and product developmental support.•Audit Review: Reviewed all monthly audit packages, various daily reports, as well as performed regular mock audits to ensure the banking centers were audit ready.•Product Management: Assisted in the delivery of niche products to serve the underserved markets, including second chance checking accounts and check cashing services. •Customer Experience: Implemented scripts to assist bankers in efficiently and effectively handling the customer experience at account opening.•Sales Support: Recruited talent to compliment sales efforts of the bank. Held staff accountable for results to ensure deposit and service charge goals are achieved consistently. •Training and Coaching: Continual training on the bank’s software systems, regulatory changes and new product rollout. Show less



Finishline

• Sarasota, Florida Area

• Sales Manager

  • Sep 2008 - Feb 2010

  Responsible for the overall management of a retail location that included carrying out various customer service programs, staff recruitment, training and development, with the ultimate goal to increase sales. •Sales Process: $100K increase in retail sales environment topping the district with a 13% sales gain. •Customer Experience: Continually exceeded the company standards in mystery shopper ratings due to consistently adhering to company mandated customer service programs. •Staff Recruiting and Development: Actively recruited motivated sales associates and managers, maximizing staffing models while providing hands-on training on sales and services standards. •Inventory Control: Organized the sales floor and stockroom, adhered to established shrink control procedures, resulting in a decrease in shrink from 1.38% to .3%. Show less



Old Southern Bank

• Banking
• 1 - 100 Employee

• Office Manager/AVP

  • Jul 2006 - Feb 2008

  Administration and efficient daily operation of a full service branch office, including operations, lending, product sales, customer service, and security and safety in accordance with the Bank's objectives. •Sales Process: $28M growth during initial three months of de novo bank by leveraging prior business relationships and cultivating new clients. •Staff Development: Actively recruited sales and service oriented associates, maximizing staffing models while providing hands-on training on sales and services standards. •Customer Experience: Continually exceeded customer expectations by emphasizing continual follow up in day-to-day interactions, and organizing regular customer appreciation events. Show less



FNB of Central Florida

• Orlando, Florida Area

• Mortgage Loan Officer/AVP

  • May 2002 - Jul 2006

  •Sales Support: Responsible for $6M in yearly production while supporting the sales effort of three loan officers totaling over $50M in closed loans. •Loan Coordination: Point person responsible for maintaining workflow of mortgage pipeline through effective communication with customer and all parties involved in the loan transaction. •Customer Relations: Highly successful in managing customer relations, new and existing business development, and loan administrative support. •Sales Support: Responsible for $6M in yearly production while supporting the sales effort of three loan officers totaling over $50M in closed loans. •Loan Coordination: Point person responsible for maintaining workflow of mortgage pipeline through effective communication with customer and all parties involved in the loan transaction. •Customer Relations: Highly successful in managing customer relations, new and existing business development, and loan administrative support.