Andrea Manns
Greenwood,IN
Summary
Dynamic and results-driven professional with extensive experience at Indiana Members Credit Union, excelling in branch operations management and customer service. Proven track record of enhancing customer satisfaction and achieving sales goals through effective decision-making and attention to detail. Skilled in training staff and fostering strong customer relationships.
Overview
9
9
years of professional experience
Work History
Downtown Branch Manager
Indiana Members Credit Union
10.2022 - Current
- Oversee daily operations for efficiency, ensuring timely execution of tasks.
- Improved customer satisfaction by enhancing service quality and resolving member issues promptly.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Manage and promote existing business while generating new business relationships
- Train employees on Credit Union products, policies, and procedures.
- Open new accounts, cross sell, and increase product penetration
- Develop and coach staff
- Process, underwrite, and close loan applications
- Adjust, correct, and approve time cards and PTO requests
- Create and conduct employee annual performance evaluations.
- Maintain and/ or exceed monthly sales goals.
Loan Recapture/Branch Relief Manager
Indiana Members Credit Union
10.2021 - 10.2022
- Assisted members in processing loan applications, loan payments, loan questions.
- Worked member services and debit card call queue to ensure that members issues are addressed in a timely manner by decreasing minimal wait time for members.
- Provided exceptional customer service by attentively listening to needs and making appropriate product recommendations.
- Acting branch manager for branch managers that are sick, vacation, or medical leave
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Skilled at working independently and collaboratively in a team environment.
Universal Member Service Representative II
Indiana Members Credit Union
07.2020 - 10.2021
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Contributed to team sales goals by upselling products and services to customers.
- Enhanced company reputation by providing exceptional customer service and support.
- Acting Branch Manager in absence of Branch Manager
- Balance and detail cash drawers and recyclers
- Open and close accounts
- Process and underwrite loans
Interactive Teller Machine Teller Supervisor
Indiana Members Credit Union
03.2016 - 07.2020
- Oversee ITM operations to ensure consistent efficiency.
- Performed regular ITM reconciliation every week.
- Conducted video reviews to ensure teller performance meets quality standards.
- Coach employees on how to optimize member experience interaction
- Carried out quarterly assessments of ITM department locations to monitor staff.
- Enhanced branch production rates by handling staff conflicts, evaluations, and coaching employees on company protocol.
- Leads the newest branch of the Credit Union consisting of 8 Member Experience Representatives and 3 Member Experience Assistant Supervisors.
Education
Bachelor of Science -
University of Southern Indiana
Evansville, INSkills
- Branch operations management
- Customer service
- Customer relationships
- Decision-making
- Excellent work ethic
- Attention to detail
Timeline
Downtown Branch Manager
Indiana Members Credit Union
10.2022 - Current
Loan Recapture/Branch Relief Manager
Indiana Members Credit Union
10.2021 - 10.2022
Universal Member Service Representative II
Indiana Members Credit Union
07.2020 - 10.2021
Interactive Teller Machine Teller Supervisor
Indiana Members Credit Union
03.2016 - 07.2020
Bachelor of Science -
University of Southern Indiana
Similar Profiles
Rainea Ffrench-ZarasRainea Ffrench-Zaras
Accounting Manager at Members First Credit Union-Dundalk, MDAccounting Manager at Members First Credit Union-Dundalk, MD
Laura WhitleyLaura Whitley
Teller at Members Choice Credit UnionTeller at Members Choice Credit Union
Keyonna SmallKeyonna Small
Training Manager at Members Credit UnionTraining Manager at Members Credit Union
Daniel EsparzaDaniel Esparza
Decor Team Member at Family BusinessDecor Team Member at Family Business
Kelly NormanKelly Norman
Financial Center Manager at Fifth Third BankFinancial Center Manager at Fifth Third Bank