Customer Service Vice President

CHARLES KOHL

***** **** *****, ********* *****, CA 91381

Home 661-***-**** ( Cell 661-***-**** ( abmuas@r.postjobfree.com

BANKING EXECUTIVE

COMMERCIAL BANKING ( FINANCIAL SERVICES ( RETAIL BANKING

Expansion ( Operations Streamlining ( Strategic Planning ( New Product

Development

Twenty-year-plus experience banking executive with national and regional

P&L, operations, marketing and staff development expertise in commercial

and retail banking and financial services. Particular accomplishments in de

novo branching and system-wide operations management and streamlining, as

well as adapting organizations to new markets and regulatory climates.

Experienced in strategic new product/service initiatives, policy and

procedure development and process automation and enhancement. Strategic

outlook combines with attention to detail for change management that

effectively takes organization in profitable long-term direction. Strong

leadership ability with excellent communications skills for articulating

clear and persuasive mission, goals and objectives. Thoroughly familiar

with both retail and commercial banking products, systems and regulatory

compliance.

P&L ( Restructuring ( Process Enhancement/Re-engineering ( Strategic

Planning ( Budgeting

Change Management ( Operational Streamlining ( Policy Development ( Startup

Operations

Business Expansion ( Team Leadership ( Staff Development ( Communications

( Client Relations ( Regulatory Compliance ( Loss Control

PROFESSIONAL EXPERIENCE

IMPERIAL CAPITAL CITY BANK/CITY NATIONAL BANK, Glendale, CA 2005 - 2010

Full service commercial and retail banking company with retail branches in

California, Nevada and Maryland. Acquired by City National Bank in

December, 2009.

Deputy Managing Director, Banking Services Division

P&L responsibility for Retail Banking Division including nine retail

branches and related centralized functions. Responsible for Division's

product and financial strategies as well as strategic planning, budget

control, marketing, regulatory compliance and funds management. Report to

CFO or CEO while managing 12 direct reports including VP of Branch

Operations,

VP of Business Development/Wholesale Operations, First VP of Marketing and

nine branch managers. Planned and directed branch expansion efforts

including site analysis and acquisition; implemented key programs for

customer deposit retention and more secure core funds growth; significantly

improved customer service standards and staff retention, morale and

productivity. Introduced many new products and services, including HSA

Accounts, Remote Deposits, partnerships with Wells Fargo and Fifth Third

Bank for nationwide business account deposits, IC-Disc Accounts and Mobile

Banking.

< Opened two new branches including the company's first on the

east coast, in Maryland.

< Grew new, Las Vegas branch from beginning to over $100M in just

18 months.

< Increased ICB deposits by 6,000 new accounts and brought

customer retention to 85%.

< Increased ICB liquidity ratio from 21% to 31% for an increase in

core funds of $339M in eight months, while reducing dependency

on CDs from 80% to 69%.

< Increased ICB product cross sell ratio from 1.8% to 3.4% by

dramatically improving customer service and raising customer

satisfaction by over 21%.

< Improved staff retention during time of heavy layoffs from 20%

to 97%.

< Streamline staffing to save $1M per year corporate-wide while

improving customer service and staff morale and productivity.

FARMERS INSURANCE GROUP FEDERAL CREDIT UNION, Los Angeles, CA 1999 - 2005

Credit union with 17 branches nationwide, 160 employees and $517M in

assets, serving Farmers Insurance Group clients as well as staff and

agents.

Vice President, Operations

Responsible for all back office support operations including EFT, ACH and

the ATM system as well as a call center to centralize response to customer

questions and improve customer service while cutting costs. Evaluated and

revised policies and procedures for lower costs and greater productivity,

for example, ACH processing of dividend checks, e-reports for savings in

time and costs, online "Switch Kit" to allow customers to open accounts

online and online ordering of travelers' checks. Reduced loss rate and

fraud by installing Chex system for checking accounts and Falcon for credit

cards.

< Designed and created call center that handled 20,000 calls a

month with staff of just three, cutting costs and improving

response time and accuracy and reducing abandon rate by 80%.

< Developed Privilege Pay overdraft program to increase revenue by

$350,000 in the first six months with future projected revenue

rising to $2M annually.

< Created new account retention program to improve retention by

40% and bring in an additional $10M in deposits in one year.

< Brought credit card approval online to reduce processing costs

by 40%.

IMPERIAL THRIFT AND LOAN ASSOCIATION, Glendale, CA 1993 - 1999

Industrial loan bank making asset-based loans, with capitalization reaching

$1B. Imperial Thrift and Loan went public in 1995 and, in 2000 acquired

Asahi Bank and became Imperial Capital Bank.

First Vice President, Chief Administrative Officer and Corporate Security

Officer, 1998 - 1999

Responsible for savings operation, loan administration, e-commerce banking,

MIS and regulatory compliance as well as all corporate services including

purchasing and facilities.

Vice President, Savings Administration, 1993 - 1998

Managed entire network of eight retail branches with total of $1B in

deposits.

EDUCATION

MBA Program, 30 credits, Management concentration, University of Wisconsin,

Whitewater, WI

Bachelor's Degree in Business Administration, Milton College, Milton, WI

Six Sigma Black Belt Certification, training underway

PROFESSIONAL MEMBERSHIPS

CUNA Operations, Sales and Service Council

International Association of Financial Crimes Investigators

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