Amy L. Hutchins
Lacey,WA
Summary
Extensive customer service experience with recognized strengths in account maintenance, problem-solving and trouble-shooting, staff support, and the planning/implementation of proactive procedures and systems to avoid problems. Versatile banking professional with background in retail banking, support services and cash management. Consistently meets bank and customer service expectations with an excellent reputation for team support.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Certified Cannabis Business Banking Specialist
Sound Credit Union
Tacoma, WA
04.2025 - Current
- Serve as a specialist supporting cannabis business banking services, ensuring compliance and tailored account management.
- Provide expert guidance on cannabis banking regulations and application processes.
- Collaborate with internal teams to support cannabis business deposit services and resolve member inquiries.
Business Deposit Services Specialist
Sound Credit Union
Tacoma, WA
06.2024 - 04.2025
- Managed business deposit services including business online banking, cash management, ACH, and wire transfers.
- Supported business members with account maintenance and complex deposit questions.
- Assisted with onboarding and servicing cannabis business accounts under supervision.
Operations Support Specialist II
Sound Credit Union
Tacoma, WA
06.2023 - 06.2024
- Accurately complete and update address changes for members
- Communicate clearly, respectfully, and consistently with both internal and external customers
- Close accounts and answer complex account questions
- Work with members and internal parties regarding Escheatment and Inactive accounts
- Assist with IRA Reports as well as process IRA documents as an IRA Direct Admin
- Review legal documents such as Trusts, Power of Attorney and Letters of Testamentary to advise on proper procedure
- Review and accurately provide Verifications of Deposit
Cash Management Support Specialist
HomeStreet Bank
Federal Way, WA
01.2020 - 01.2023
- Accurately complete required forms for all Cash Management products and services
- Correspond with internal and external client inquiries, providing exemplary customer service
- Monitor daily Positive Pay and ACH Positive Pay exception reports
- Perform operational duties and account maintenance for all Cash Management products and services and effectively resolve problems when presented
- Assist with creation and timely maintenance of client user guides, instruction manuals and procedures for Cash Management products and services
- Provide implementation and training of all Cash Management services including ACH, Remote Deposit Capture, Online Wires, Token Authentication, Positive Pay and Transfers
- Review and update Business Banking billing and other reporting sources to ensure account analysis billing accuracy
- Identify cross-selling opportunities and make referrals as necessary
- Use deep knowledge and understanding of products and services to support and train team members
Customer Service Supervisor
HomeStreet Bank
Olympia, Washington
01.2019 - 01.2020
- Serve in a leadership capacity to assist branch manager in motivating and supporting Customer Service Representative Staff to participate in branch sales efforts, exemplary customer service, and sound branch operations
- Model superb sales and service skills and coached team to explore customer needs and sell appropriate bank products and services, including referrals to other business units
- Actively engage staff to cultivate and encourage professional development
- Present at staff meetings and conduct offsite presentations such as Financial Literacy Training and Bank at Work presentations
- Work directly with business clients to ensure utilizing appropriate products and services.
Operations Specialist II
HomeStreet Bank
01.2015 - 01.2019
- Process domestic and international wires for consumers and business clients alike
- Manage GFX and all queues within it
- Index and QA imaged documents in Onbase and back up the Onbase team
- Cross train other employees
- Lead for ACH Disputes and Reclamation as well as return requests from ODFI's
- Answer client questions and receive wire requests via phone, fax, and email
- Work and communicate with multiple departments as well as branches to ensure client's needs are met.
Branch Lead Teller
WesBanco Bank
Columbus, OH
01.2011 - 01.2014
- Lead 2 Banking center Tellers to perform their job and keep them motivated to perform well in the current campaign at attaining new accounts and investments from current and new customers
- Work with 7 sales and banking professionals responsible for thousands of individual and corporate accounts with impeccable accuracy
- Support Customers in opening new accounts and upgrading existing services
- Quickly and effectively solve customer challenges
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service and satisfaction
- Utilizing distinct quantitative skills to order needed cash for weekly transactions from Brinks supplier.
Education
High School Diploma - Leadership Communications
Big Walnut High School
Sunbury, Columbus, OHSkills
- Prioritizing and Planning
- Operational Reporting
- Recordkeeping Compliance
- Daily Cash Management
- Employee Training Oversight
- Client Relations
- Adaptable to Changing Conditions
- Problem Anticipation and Resolution
- Client Correspondence
- Complex Problem-Solving
- Financial Compliance
- Training Junior Team Members
Certification
Cannabis Banking Professional Certification
Timeline
Certified Cannabis Business Banking Specialist
Sound Credit Union
04.2025 - Current
Business Deposit Services Specialist
Sound Credit Union
06.2024 - 04.2025
Operations Support Specialist II
Sound Credit Union
06.2023 - 06.2024
Cash Management Support Specialist
HomeStreet Bank
01.2020 - 01.2023
Customer Service Supervisor
HomeStreet Bank
01.2019 - 01.2020
Operations Specialist II
HomeStreet Bank
01.2015 - 01.2019
Branch Lead Teller
WesBanco Bank
01.2011 - 01.2014
High School Diploma - Leadership Communications
Big Walnut High School