Credit Union Quality Control

OBJECTIVE

To advance my career within Online and Remote work to match the continually changing work environment.

EDUCATION

Marion County Community Technical and Adult Education Center (CTAE)

●Earned GED

College of Central Florida

●Currently studying for A.A. Degree at College of Central Florida

EMPLOYMENT

Insight Credit Union July 2013- Current

Virtual Services Senior Manager December 2021 – Current

Successfully manages a hybrid department consisting of in person and remote employees spread across multiple locations throughout the credit union.

Completes Monthly and Daily reports and audits for department.

Consistently monitors calls to improve quality, minimize errors, and evaluate team performance.

Hiring, training and scheduling department employees. Prepare monthly/annual results for employee performance reports.

Answering agent questions regarding best practices or difficult calls. Identifying operational issues and suggesting improvements.

Establishing and maintaining a positive and productive work environment.

Completes program testing and development, conducts training for upgrades, services, or technology as needed.

Building and maintaining the membership base though community outreach opportunities and Business to Business events.

Performs Quality Control for new account packets, loan packets for department. Ensuring the department is free of operational errors and audit findings.

Opens accounts, processes applications loan requests, completes member account related requests via video chat and online applications.

Refers credit union and partner products to new and existing members to grow memberships and member base.

Senior Branch Manager - Lady Lake and Ocala Branch July 2020 - December 2021

Completes daily, monthly and auditing reports for the branch.

Ensures FSR’s and Branch Supervisors are consistently meeting their goals and maintaining a professional work environment through monthly coaching and daily observations.

Completes monthly coaching sessions to ensure all Credit Union goals are achieved by departmental staff.

Building and maintaining the membership base though community outreach opportunities and Business to Business events.

Performs Quality Control for new account packets, loan packets and FSR work for the branch.

Open accounts, processes applications loan requests, completes member account related requests.

Refers credit union and partner products to new and existing members.

Prepare monthly/annual results for employee performance reports.

Assistant Branch Manager – Lady Lake Branch March 2016 – July 2020

Assists Branch Manager in Completing daily, monthly and auditing reports for the branch.

Ensures FSR’s and Branch Supervisors are consistently meeting their goals and maintaining a professional work environment through monthly coaching and daily observations.

Assists the Branch Manager with establishing and maintaining a positive and productive work environment.

Performs Quality Control for new account packets, loan packets and FSR work for the branch.

Open accounts, processes applications loan requests, completes member account related requests.

Branch IRA specialist

Refers credit union and partner products to new and existing members.

DNA testing team member. Tests updates and upgrades to the DNA system before latest updates are released for daily use by frontline staff.

Branch Supervisor - Ocala Branch February 2014 – March 2016

Complete monthly reports and audits for branch

Ensure tellers complete required tasks and are maintaining a professional work environment through monthly coaching and daily observation.

Actively refer credit union products and partners to members.

Ensure tellers have adequate tools and training to perform job duties and make referrals.

Works with branch manager to establish and maintain a positive and productive work environment.

Branch IRA specialist

Deceased accounts specialist

Teller - Ocala Branch July 2013 – February 2014

Receive and process member and non-member financial transactions.

Maintain member records.

Welcomes members and non-members, refers credit union products and services using Lead builder software and directs members to appropriate departments for specific information and service.

Balances cash drawer and daily transactions

SKILLS

●Adaptive person with great people skills

●Familiar with 10 Key Calculator/Keypad

●NMLS Licensed

●Notary Public

●Business Specialist – College of Central Florida

●Familiar with virtual customer service

●Problem-solving and Adaptability.

●Multitasking and Diligence.

●Cross-trained as Financial Services Representative and Teller

●Knowledgeable in BSA, AML, OFAC and CIP

Contact this candidate