Customer Service Vice President

Joanna L. Merrill

Summary:

**+ Years of experience in Banking and Financial Institutions

15+ Years of experience in Operational Risk Management.

5+ Years of experience in RCSA

Computer Skills:

Word, Excel, Lotus Notes, Internet Explorer, and Performance Appraisers Also have knowledge in teller systems, loan systems, and specialized bank software

Professional Experiences:

Mountain West Financial, Redlands, CA Sep 2012 – Sep 2022

Operations Risk Manager

As an operations Manager, have overall managerial responsibilities over Post Closing Operations. Which includes the following departmental duties, Risk Management and Loan Saleability, Compliance, Document Procurement, MERS, Government Insuring, Salability Resolution, Asset Sales, Repurchases or Loan Review, Collection, Compliance or Suspense issues, The Post Closing CD process, MRI verification or violations and employee training and disciplinary issues.

Ensure proper risk, audit, and compliance controls exist to mitigate financial risk to the organization, while maintaining an environment focused on quality customer service and production.

Managing personal issues including recruiting, interviewing and hiring, setting performance expectations, conducting performance reviews including coaching and providing regular feedback to promote individual team growth.

Manage financial goals to include capacity planning to ensure the department is operating in the most efficient and cost-effective manner.

Assist senior management in setting the strategic direction for the department, develop performance monitoring, reporting and improvement plans which included preparing and delivering business reviews to all levels of management both verbally and in writing.

Interact with various corporate departments, i.e., Legal and Compliance, Operational Risk, Underwriting, Closing, Technology, Investors, etc. to actively improve post-closing processes, minimize risks, improve performance, tracking and departmental controls.

Manage FTE

Ensure documents and data are complete and accurate for insurability or loan delivery to meet agency, investor, and corporate guidelines.

Understand and establish Policy and procedures for both the department and product team in relation to Post Closing.

Responsible for personnel administration, including staff development, employee performance reviews, assessments of staffing need to support volume, recruitment and identification of training needs.

Research rules and regulation changes with Compliance to ensure the proper procedures for the department are implemented

Participates in meetings and webinar training. Completes training material, schedules, and trains branch processors and/or branch managers on disclosure procedures

Welcomes all new employees and participates in the Orientation presentation for the Disclosure

Department as well as participate in the new higher orientation classes, and recording training videos for TRID integration

Communicate with broker/branch clients and internal staff (Coordinators, Processors, and Account Executives) on all disclosures submissions that are not in compliance Processes the pre-disclosure requests via the Initial Disclosure mailbox from all broker clients for Corporate and Regional Operation Centers

Responsible for assisting in the issuing of lender disclosure packages while ensuring that all

RESPA and TILA regulations are being followed including working within the legal 3-day requirement of issuance for both Retail Branches and Wholesale Brokers

Reviews all submitted disclosure information for completeness and accuracy

Responsible for personnel administration, including staff development, employee performance reviews, assessments of staffing need to support volume, recruitment and identification of training needs.

Managing personal issues including recruiting, interviewing and hiring, setting performance expectations, conducting performance reviews including coaching and providing regular feedback to promote individual team growth and act as a liaison for Human Resource concerns

Arrowhead Credit Union, Big Bear Lake, CA Apr 2009 – 2011

Vice President/Branch Manager

As a bank VP it was responsibility Create a positive company image by community involvement i.e., working with local service clubs and community outreach programs. Participate in local community affairs and support charitable endeavors, Translate Bank strategic objectives into specific branch activities. While focusing my efforts on the overall growth of the branch location which would include participating in sales planning, strategic market analysis and old fashion pounding the pavement from time to time to help develop the business growth.

Use Service Standards in every work-related interaction

Training, motivating and coaching branch employees to cross-sell credit union and subsidiary products and services

Perform supervisory duties including interviewing applicants for employment, reviewing progress of assignments, conducting performance appraisals, setting schedules, recommending salary increases and developing higher levels of expertise in staff through training.

Manage all aspects and always assumes all duties of the branch.

Ensure adherence to security controls to protect the branch against criminal/fraudulent operations and prevent unnecessary risk/exposure.

Approves transactions within authority such as check cashing/deposits and payment of rejected items

Prepares reports for Senior Management or other internal departments including marketing and business plans from one year to the next

Oversee completion of branch audits both monthly and annually

Design, organize, implement and track branch and or corporate sales as well as marketing, budgeting, and planning tracking assignments and goals.

Conduct outside business development and retention calls

Participate in projects that affect the branch and other internal department processes and procedures

Maintain a working knowledge of BSA laws/regulations and ensure all staff are trained and adhere to all Federal laws/regulations

Rabobank, Indio, CA Mar 2007 - Apr 2009

Vice President Community Banking Division

As a bank VP it was my responsibility Create a positive company image by community involvement i.e., working with local service clubs and community outreach programs. Participate in local community affairs and support charitable endeavors, Translate Bank strategic objectives into specific branch activities. While focusing my efforts on the overall growth of the branch location which would include participating in sales planning, strategic market analysis and old fashion pounding the pavement from time to time to help develop the business growth.

Create branch sales plans: develop sales and staff activities to achieve branch sales and profitability goal

Administer Bank personnel policy and programs.

Conduct recruiting activities for the branch.

Make assigned marketing calls, making outside business development calling efforts with both prospects and clients to help increase profitability of the branch and provide the best in personal customer service.

Create a Branch Unit that works and functions as a team with one common goal in place.

Assist in training and development of personnel, including performance reviews, giving constructive feedback, and administering corrective action as necessary.

Union Bank of California, All locations in Southern California 1999 - Mar 2007

Vice President “Regional Research and Trainer”

In this role my primary responsibility was to troubleshoot staffing issues including compliance, training issues and possible internal theft. My responsibility was to problem solve, repair, or replace processes or people that did not work up to the company standards in place, while ensuring all HR needs and guidance were being administered in accordance with the law.

Translate Bank strategic objectives into specific branch activities.

Create branch sales plans: develop sales and staff activities to achieve branch sales and profitability goals

Administer Bank personnel policy and programs.

Conduct recruiting activities for the branch.

Participate in local community affairs and support charitable endeavors

Ensure that the office is operating in a safe and effective manner.

Assist in training and development of personnel, including performance reviews, giving constructive feedback, and administering corrective action as necessary.

Make assigned marketing calls, making outside business development calling efforts with both prospects and clients to help increase profitability of the branch and provide the best in personal customer service.

Create a Branch Unit that works and functions as a team with one common goal in place.

Develop and manage employee work schedules

Manage operations of the Branch, ensure that operating procedures are being followed, and provide guidance and training to branch personnel on operating problem

Handling of exceptions and adjustments. Ensure that adhering to policies and procedures of the bank minimizes operating losses.

Ensure that reports and performance reviews are processed in a timely manner. Provide quality customer service at an excellent level.

Attain optimum efficiency and productivity in customer service by managing resources and analyzing branch activity.

Develop and participate in customer retention programs by making customer retention calls regularly, both in person and/or by telephone contact.

Ensure that customer problems and complaints are handled professionally, effectively, maintained at a minimum level, and resolved at the branch level to the customer's satisfaction.

Promote sales referrals by demonstrating leadership and sales culture. Establish and provide training necessary to perform the job effectively in technical and product knowledge. Provide cross-training opportunity and direction for skill and career development. Encourage attendance and participation in bank's training programs and teller certification programs.

Create enthusiasm and good morale through effective teamwork and communication with staff. Encourage staff to recognize sales opportunities to cross-sell other bank products. Monitor and control personnel and operating expenses. Participate in local community activities. Perform miscellaneous duties as may be assigned.

Community Service:

Rotary, Chamber of Commerce, American Heart Association, DOVES San Bernardino Elks, SELPA, PTA, ACA baseball

Education:

San Bernardino Valley College, San Bernardino, California (1990)

Cal State University San Bndo, San Bernardino, California (1994) Associate of Science Degree in Administration of Justice.

Licensed insurance agent with the State of California 2010

Current on regulator and compliance rules including RESPA, HMDA, Fair Lending and others

Contact this candidate