Senior Banking Operations Leader with Compliance Expertise

Professional Summary

Banking professional with ** years of experience in retail banking, loan processing, regulatory compliance, and financial product sales. Proven ability to lead, train, and maintain enthusiasm while delivering exceptional customer service. Highly organized, self-motivated, and skilled at multitasking under pressure.

Core Competencies

Detail-oriented

Project Management

Time Management

Microsoft Proficient

Ingenuity

Leadership

Problem-Solving Abilities

Banking Operations

Collaboration

Communication

Professional Experience

Huntington Bank – Akron, Ohio

Process Administrator November 2019 – July 2025

Reviewed and analyzed post-origination consumer loan files and supporting documentation to ensure alignment with compliance requirements.

Verified borrowers’ information, financial documents, income statements, insurance records, and property details.

Coordinated with loan officers, underwriters, processors, and customers to gather outstanding documents and clarify loan requirements.

Monitored loan pipelines, tracked deadlines, and ensured tasks were completed within service level agreements.

Assisted with closing documents, including validating final documents, confirming signatures and ensuring compliance post closing.

Maintained daily reports to monitor workflow volume and reviewed monthly quality assurance for multiple departments within the Consumer and Business Banking segment.

Branch Service Manager January 2016 – November 2019

Oversaw daily branch operations to ensure efficient, accurate, and compliant delivery of banking and customer service.

Supervised, trained, and coached frontline staff including tellers and universal bankers to meet performance goals.

Ensured adherence to all bank policies, procedures, and regulatory requirements, including audit standards, risk controls, and security protocols.

Branch Service Manager January 2016 – November 2019 (continued)

Managed scheduling, workflow delegation, and branch coverage to maintain smooth operations during peak and non-peak hours.

Handled customer issues, escalations, and service recovery with professionalism, ensuring positive client experience.

Monitored cash levels, vault operations and branch transaction accuracy to minimize operational risk.

Supported branch sales efforts by identifying customers’ needs.

FirstMerit Bank – Akron, Ohio

Documentation Specialist July 2016 – December 2016

Processed incoming/outgoing international and domestic wires.

Verified wire instructions, customer authorizations and account information to prevent fraud and errors.

Performed OFAC, sanctions, and AML screening on all wires to ensure regulatory compliance.

Communicated with customers regarding wire status, required documentation, and follow-up actions.

Monitored daily queues to ensure all wires met internal cut-off times and follow-up actions.

Maintained detailed records of all wire activity for audits, reporting, and quality control.

Assisted in the development and improvement of wire transfer procedures and system enhancements.

Allstate Insurance Company – Hudson, Ohio

Claims Service Specialist November 2014 – July 2016

Managed a high-volume caseload of new auto claims via phone, email, and internal systems.

Communicated with policyholders, claimants, witnesses, repair facilities, adjusters, and law enforcement to gather facts and resolve issues.

Evaluated damage estimates and coordinated inspections with body shops or field adjusters to ensure accurate assessment of vehicle repairs.

Applied policy guidelines and state regulations to make informed decisions and process approvals, denials, or escalations.

Maintained strong productivity, accuracy, and customer satisfaction metrics while managing multiple claims.

Education

Western Governors University – Millcreek, UT

Bachelor of Science in Psychology July 2023 – Present

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