Tabitha P Brown

**** ********* **

West Bend, WI 53090

Cell: 920-***-****

Email: acz9u4@r.postjobfree.com

Summary:

My objective is to maintain a position with a company that mirrors my customer service ideals, offers growth potential and allows me to utilize my managerial, operational and extensive lending knowledge.

Highlights:

Extensive operational and compliance knowledge

Expert in consumer and secondary home lending

Exceptional attention to detail

Excellent coaching and training skills

Excels in team leadership

Outstanding customer service & communication skills

Successful and effective multi-tasking abilities

Accomplishments:

In my previous credit union role, I successfully accomplished the following achievements through professional networking, extensive loan reviews, creative underwriting and strategic branch marketing:

Increased Branch Net Worth from $49M to $262M

Increased Business Deposits by 576%

Increased the number of total Households by 328%

Increased Credit Card growth by 210%

Increased Home Equity loan volume 4.5 million per year

Increased Vehicle lending to a total of 1.5 million per year

Furthermore, I created strategies to develop and expand existing member relationships, resulting in a 225% increase in annual sales.

Experience:

FirstMerit Bank

AVP Branch Manager, Business Development & Consumer Lender 05/2016 – Current

Milwaukee & Menomonee Falls, WI

My responsibilities include solid leadership and overall management of the Milwaukee branch and assisting the Menomonee Falls branch in business development. Substantial associate development in order to achieve established branch goals and supporting their career path progression, maintaining customer portfolios in order to cross sell appropriate commercial bank products while focusing on our existing business relationships. Lending duties include reviewing and analyzing financial statements, tax returns and cash flows to determine credit worthiness for self-employed and SBA borrowers and acting as a mentor for overall lending procedures for my region. Generating additional business through branch sales, coaching associates on organic growth opportunities and external business development. Monitoring of branch security procedures and acting as a legal and operational liaison.

Landmark Credit Union

Senior Branch Manager & Senior Loan Officer 07/2010 – 04/2016

Germantown, WI

My responsibilities included planning, organizing and directing the branch in outstanding member service, first hand problem resolution, strong emphasis on meeting robust sales goals in a consultative sales environment, promoting organic growth, forecasting the branch growth in relation to shares/loan ratio, coaching and mentoring branch associates & junior managers in all aspects of the credit union environment. Direct and oversee the branch’s performance including: home equity lending, consumer loans, business loans, credit cards, collections, member insurance functions and working with the mortgage loan officer to find creative ways to repair credit and reduce debt. Assist Senior Management with long and short term branch marketing campaigns, organize branch events and cultivate business expansion by reaching out to businesses within the community. Ensures staffing levels are appropriate in relation to member needs, conducts interviews, performance appraisals, formulates and implements corrective actions as needed. Forecast budgeting needs pertaining to branch repairs, machines, personnel, facility updates. Analyzing the cost per transaction, how to effectively improve branch expenses due to staffing changes, supply orders, community donations, branch events and exterior building costs. Communicate all security concerns; evaluate system updates and/or changes and keeping abreast on trending robberies and various types of fraud.

In addition to the above, I acted as a back-up and worked closely with the VP of Lending to restructure the institutions lending procedures in which all lenders were required to adhere to. My lending duties included: all aspects of consumer and small business lending, assisting with the strategic planning and the development of credit union policies, procedures and goals as they relate to lending, helped to develop and implement consistent organizational policies and procedures that comply with external regulations. Supported and worked with the commercial loan, residential mortgage loan, indirect lending and consumer processing department. I would help ensure maximum profitability of lending activities that were also in the best interest of the member(s) along with researching and suggesting the implementation of hybrid products that kept us competitive with other financials.

Westbury Bank

AVP of Branch Operations 07/ 2009 – 07/2010

West Bend, WI

I supervised the operation of the Deposit Operations Department through counseling and directing staff members to ensure timely and efficient workflow. Guide and advise staff members in the more complex phases of their work. Ensure staff adheres to the quality customer service standards that the bank has established. Ensuring that the institution is adhering to the Bank Secrecy Act, Regulation CC, Regulation D, Regulation E, Right to Financial Privacy Act and any other applicable Federal and State Regulations. Monitor the Returned Deposit Items, general ledger settlements for the ATM/VISA and ACH transactions, confirming rejected postings, correcting check adjustments, reporting of closed account and charged off accounts to the appropriate collection agency along with Chex Systems. Managed the bank’s compliance program for overdraft fees (opt-in/opt-out), oversaw the dispute processing program which included recognizing trends in customer/bank losses and communicating with VISA when to implement ‘rules’ in regards to our credit and debit cards in order to minimize charge-off losses. I worked directly with the circuit court to prosecute customers that conducted fraudulent activity that resulted in losses greater than $5,000.00 and acted as a legal liaison in order to appropriately conduct prosecution cases. Managed the bank’s processing of annual 10099 corrections, abandoned property reporting and TIN corrections. I regularly attended conferences, educational classes and webinars in order to maintain a thorough and current knowledge of regulatory changes that impacted multiple facets of the banking environment.

Additionally, I was the acting Trust & IRA Administrator in the absence of the VP of Branch Operations.

Westbury Bank

Multi Branch Manager 10/2007 – 07/2009

West Bend, Beaver Dam & Hartford, WI

I was responsible for ensuring staffing levels were appropriate in relation to customer needs, conduct interviews, performance appraisals, formulate and implement corrective actions as needed. Forecast budgeting needs pertaining to branch repairs, machines, personnel & facility updates. Analyzing the cost per transaction, how to effectively improve branch expenses and operating as efficiently as possible. Developing and adhering to approved budgets, creation and/or contribution to department and organizational business plans goals, and ensuring staff has the training and tools (workspace, equipment) to perform successfully. Ensure office aesthetics remain neat and orderly to relay an environment of organization, professionalism and security of customer assets. As a Leader, identifies opportunities for process and product improvements and efficiencies, as well as addresses challenges and develops creative, timely solutions. Assisting the Regional Sales Manager by implementing marketing strategies in a new and underdeveloped market, regularly analyzed the customer base in order to offer the best products and services, cultivated a consultative sales environment in order to grow the branches and to promote organic growth of our existing customers.

Furthermore, I created the initial training guides and materials that were utilized when a new hire began at the financial or when an internal candidate was promoted.

Westbury Bank

Assistant Branch Manager 05/2006 – 10/2007

West Bend, WI

Acting as the Branch Manager and assuming responsibility in the manager's absence, resolution of customer issues, managing day to day activities of the branch, emphasis on goal completion, leading the Personal Bankers in consumer lending procedures and approving/denying consumer loans, balancing the vault and teller drawers; implementing marketing procedures, participating in disciplinary action of current employees, serving as a mentor and assisting the team in attaining their individual goals.

Guaranty Bank

Customer Service Center Supervisor 07/2003 – 05/2006

Brown Deer, WI

I oversaw the day-to-day activity of the department by monitoring workflow, measuring quality, assisting internal and external customers, as well as assisting, coaching and leading staff of approximately 19-26 employees. Job duties included answering customer and staff inquiries in a timely and professional manner, coordinating staff activities to ensure timely and professional responses to all inquiries and tasks, working with the staff to meet customer needs and department goals, training and coaching new and existing employees, communicating clearly and concisely pertinent information and changes to the staff and appropriate departments using the most effective means of communication for the topic and receiving group, performing administrative duties, which include observing and monitoring ACD calls, disciplinary actions and performance evaluations, monitoring trends and adopting best practices within the Company and the industry, leading by example to support the decisions of the department manager and the Company.

I created and implemented the first training manual for the Customer Service Department and distributed the material to new and existing representatives.

Education:

University of Phoenix

In Process: Business Administration / Finance

Online

2019

Bank Administrative Institute (BAI)

Certificates: Retail Banking, Retail Management, Accounting I & II & Human Resources I, II, III & IV

Online

2006-2010

Webinars/Conferences

Certificate: Various

2006-2010

I have attended various classes and conferences regarding lending, credit building/repair & risk, compliance, operations, risk assessment & management, ACH processes, extensive customer relationship training and online banking procedures for back office operations.

BVS Performance Solutions

Certificates: Retail Sales, Recognizing Fraud Trends & Compliance

Online

2003-2006

Mesa Community College

English/Secondary Education

Mesa, AZ

2000-2003

Certifications:

NMLS #410927

Wisconsin Insurance License (Intermediary/Agent)

Skills:

In addition to the above education, I am extremely familiar with the following applications: Cleartouch, CleartouchTeller, Cleartouch New Accounts, XP2, Nautilus, Fast Docs, Fiserv & Fiserv EFT, FIS VIP Teller, Microsoft Word, Excel, PowerPoint, Peachtree and various other financial applications and platforms.

Interests:

I work with and volunteer my time with the following organizations:

American Heart Association

Multiple Sclerosis

Salvation Army Boys & Girls Club of Washington County

United Way of Dodge and Washington County

Washington County Chamber of Commerce

Dodge County Chamber of Commerce

MADD

Volunteer Coordinator for Downtown West Bend Association

The Kettle Moraine Strong Kids Scholarship Campaign

Relay for Life

The Dr. Albrecht Free Clinic

Food for Families/St. Boniface Church

Friends of Abused Families

Germantown & Menomonee Falls Chamber of Commerce

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