Nancy Holtgrieve

816-***-****

admk3w@r.postjobfree.com

Summary

Observant Professional with over 25 years of Banking/Credit Union experience. PosiLve track record of consistently meeLng and exceeding customer expectaLons. Extensive experience managing staff, opera- Lons, audits, organizaLon, community outreach and excellent customer service. Experience

Financial Center Manager

Simmons Bank, Lee’s Summit, MO July 2020-Present

. Oversee operaLons of branch

. Meet branch sales goals and individual goals

. Provide monthly coaching, mentoring, training

. Customer Service

. Community involvement

. Business development

. Scheduling

Assistant Branch Manager

Arvest Bank, Belton, MO Jan 2020 – July 2020

• Provide support for branch manager and branch

• Branch sales goals

• Provide monthly coaching, mentoring, and training of associates

• Ensure knowledge of products and services

• Customer service

• Work closely with other areas of Retail Bank OperaLons to ensure procedures and pracLces are followed and maintained

• Scheduling

• Cashing ordering, Audits

OperaIons Officer/Branch Manager

Reliance Credit Union, Kansas City, KS Jan 2019 – Jan 2020 Responsible for OperaLonal Compliance of Reliance’s two branches including training and customer ser- vice, and, providing branch leadership for the Providence Medical Center locaLon.

• Compliance Bank Secrecy Act, AutomaLc Clearing House, Money Laundering, Customer IdenLfi- caLon Program

• Monitor FinCen, Large Currency TransacLons, Suspicious AcLvity Reports

• Write Policies and Procedures

• Internal Audits, and, work with State and Federal Auditors,

• Create member/customer and employee “Experience”

• Coached, develop branch staff on policies, procedures, effecLve customer service, loans, de- posits, and other banking product

• Payroll and monitor General Ledgers, ParLcipate in strategic planning and management of the credit union

• Training for employees, board of directors and maintaining consistency within the credit union, Monthly Board MeeLngs.

RelocaIon to California Apr 2018 – Dec 2018

Gap in employment due to a short relocaLon to California. My husband’s career took him to California; In April I resigned my Branch Manager posiLon aaer five years working for Unity One Credit Union. We returned to Kansas City when he was promoted and relocated back to the Midwest. Branch Manager Unity One Credit Union, Kansas City, KS Mar 2013 – Apr 2018

• Managed staff of 6

• Trained staff on member/customer “Experience”

• Coached, develop branch staff on policies, procedures, effecLve customer service, loans, de- posits, and other banking products

• Performed monthly audits and prepared reports

• Maintained and monitored branch vault cash

• Organized special events (i.e. member appreciaLon and annual branch car show)

• Worked closely with Director of Community and Public RelaLons on increasing brand awareness in the community with parLcipaLon in outreach events and providing credit union products

• Handled customer transacLons, problems, and inquiries

• Payroll, scheduling, and monitoring Account Payable Assistant Call Center Manager

Mazuma Credit Union, Kansas City, MO Apr 2008 - Mar 2013

• ParLcipated in creaLng and training Mazuma’s member/customer “Experience”

• Managed a team of 18 to deliver outstanding customer service using the “Experience” which boosted customer saLsfacLon raLngs

• Enforced credit union policies, procedure to strengthen operaLonal standards

• Planned work scheduled using Workforce Management too

• Monthly employee coaching (one on one)

• Produced employee performance reviews annually

• Created orientaLon training for newly hired employees of the call center

• Handled all escalated calls

• Conducted monthly staff meeLngs

• Payroll, produced monthly reports and delegated tasks AcIviIes & Honors

• Voted “Ambassador of the Year” in the Kansas City Kansas Chamber of Commerce

• Kansas City Kansas Chamber Board Member, Ambassador Chair

• New Community Partnership Award • Kansas City Kansas Women’s Chamber Board Member, Chair

• Hustle Award

• Outstanding Trainer Award

• Member “Experience” Award

EducaIon & Training

CerIficate, Products and Services

Product Specialist School – Credit Union University CerIficate, Principals of Banking

American InsLtute of Banking – Kansas City, MO

CerIficate, Bank Secrecy Act

Missouri Bankers AssociaLon – Kansas City, MO

CerIficate, Call ReporIng

Independent Community Bankers AssociaLon – Kansas City, MO CerIficate, Professional Career Track Fred Pryor – Overland Park, KS

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