Manager Customer Service
Resume:
HEIDI J. MERRIMAN
***** *** **** *****, ************, OH 44136
E-mail: ***********@*****.***
Experienced Manager
Skills:
I am an energetic, confident leader who aggressively responds to challenges
by organizing and directing highly motivated and effective teams. I possess
a solid knowledge of business and management principles involved in
strategic planning, resource allocation, human resources modeling,
leadership technique, production methods, and coordination of people and
resources. My skill set encompasses the following:
. Retail Branch Banking Management . Operational
Audit . Notary Public - State of
Ohio
. Cash & Vault Control Operations . Mortgage
Lending Procedures . Regulatory Compliance
. Personnel Recruitment .
Consumer Protection
. Employee Training/Coaching /Performance Eval. . FACT Act Procedures
. Customer Service
. SAFE Act Audit
. New Business Development .
Compliance & Enforcement of RESPA, HMDA, ECOA guidelines
Crosscountry Mortgage Inc. 02/2013- Laid Off 12/2013 Audit Manager:
. I served as an Officer on the Board of Compliance
. CFPB (Consumer Financial Protection Bureau) liaison for the corporate
office.
. Conventional, FHA, VA, USDA mortgage audit for State & Federal
compliance
. Applying and implementing regulatory changes internally as needed
. Development of State specific compliance training material
. Assist in providing & development of AML/BSA, Fair Lending, FACT Act
and Privacy training
Huntington National Bank N.A. - 08/2012-02/2013- Branch Banking Manager (In-
Store)
. Ensuring growth of branch balance sheet - 22% increase during my
time here
. Network within communities to find and attract new business - 32%
increase during my time at Huntington
. Recruit staff members and oversee training programs, performance
evaluations, corrective action
. Plan, direct, or coordinate the activities of workers in branch
. Establish procedures for custody or control of assets
. Oversee the flow of cash or financial instruments
. Enforcement of State and Federal compliance requirements
RBS Citizens/Charter One Bank N.A. - 01/2010-08/2012- Asst. Branch Manager
(Traditional office)
. Daily operation of branch development - regularly exceeded sales
goals by 35%-50%
. Development of new business
. Recruiting/interviewing, training, coaching, performance reviews,
and terminations
. Ensuring State, and Federal compliance
. Oversee the flow of cash or financial instruments
US Bank N.A. 07/2007-01/2010 - Co-Manager (In-Store)
. Daily operation of branch - I received Top Co-Manager award 2008 &
2009
. Branch sales growth - increased balance sheet by 58%
. Recruitment, training, and development of staff
. Branch budget, payroll processing, and internal audit
Beneficial Mortgage Corp/Household lnt'l - 10/1992-05/2005 -Branch Sales
Manager
. New business development - Consistently ranked as top performing
branch
. Recruitment, training, coaching, performance evaluations, and
corrective action/termination
. Compliance and enforcement of RESPA, HMDA, ECOA, TCPA guidelines
. Internal branch audit, payroll processing
Certification/Education:
Ohio Notary Public - Commission expires 09/2015
NMLS 752757 National SAFE Act
Certified Loan Signing Agent - Certificate
Financial Institute of Education - Certificate
Westerville South High School - General Diploma
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