Banking Center Operations Manager

• Nov 2022 - Present

Banking Center Manager

• Oct 2021 - Feb 2022

Assistant Banking Center Manager

• Aug 2020 - Oct 2021

Oversee the operation of Customer Service Representatives to ensure customer satisfaction and compliance of all laws, regulations, policies and procedures as determined by Texas Capital BankResponsible for monthly banking center audit procedures, including review of teller cash funds, negotiables, security equipment, various operational functions and overall transaction integrityMaintain a properly trained staff and provide guidance, support and conflict resolution to Customer Service RepresentativesServe as back-up to Financial Services Representatives for deposit accounts sales and service and to Customer Service Representatives for teller transactionsCoordinate legal documentation to ensure compliance with various regulationsAct as a liaison with various internal business partners to facilitate client on-boardingFoster an environment within the banking center that ensures an exceptional client experienceEstablish and maintain effective relationships with customer, business partners and staffEffectively monitor, coach, develop and train new and existing Customer Service RepresentativesAssist in interviewing and hiring of qualified candidates upon event of banking center staff vacanciesActively manage performance and development of Customer Service Representatives, including quarterly evaluations touchpoints Show less

Senior Client Service Specialist

• Dec 2019 - Aug 2020

Assistant Branch Manager

• Jun 2019 - Dec 2019

• Oversees operations personnel, and coordinates customer service, consumer lending, and business development • Assists customers and prospective customers by opening new accounts and cross-selling additional bank services.• Engages in business development and customer relationship activities within the branch market.• Monitors cash balances of all tellers and vault.• Exercises discretion and independent judgment in the performance of essential job functions.• Proficient in Microsoft Office• Excellent verbal and written communication skills•Submit/Manage card disputes through Centrix • Navigate through multiple programs such as Web Director, BPM, Verafin, WireExchange, and Navigator Show less

Assistant Branch Manager

• May 2014 - Nov 2018

● Co-managed all branch functions to include coaching, day to day activities, communication and an overall seamless and consistent execution of the member experience. ● Created branch scheduling for all roles residing in the branch, including personal bankers. Ensured proper coverage by all roles, schedules lobby leadership and monitors adherence throughout the day. ● Owned training, coaching and execution of team. ● Co-managed all operational activities and results with the branch manager taking the lead on operational excellence. Ensured all associates exhibit operational integrity. ● Partnered closely with branch manager to ensure seamless communication, support and the overall associate experience is delivered the same by both leaders. ● Ensured proper and consistent execution of outlined branch activities and key plays including lobby leadership, coaching, daily huddles, best practices sharing and culture of escalation. ● Assisted in providing judgement calls with overrides and exceptions. Balance sound judgement and minimize risk to the credit union. ● Accountable for meeting and/or exceeding all components on individual scorecard ( both metrics and behaviors) and contributed to achieving branch goals/ targets. ● Assisted with interviewing and on boarding for all new hires as necessary. Worked closely with branch manager to ensure a strong candidate selection process is followed and top talent is hired for the right roles in the branch. ● Provided back up for branch manager absence ● Utilized Programs such as Symitar and Onbase Show less

Teller Operations Manager

• Sep 2008 - Feb 2014

Managed to improve teller scorecards at eight branches Complied with regulatory requirements including BSA, Anti-Money Laundering, OFAC, and the USA Patriot Act Assisted with operations including loss control, compliance, and audit standards Trained employees Set clear expectations, held associates accountable and provided input to BCM on teller performances. Identified reportable transactions and ensured that SAR’s, CTR’s and CTR exemptions were filed Ensured tellers were updated on new procedures, products, or operational changes Tracked and managed service and sales performance metrics through monitoring of daily service and sales Show less