Benjamin Hoekstra

I developed and delivered content to various audiences in the bank to advance their training journey. I deliver a combination of Contact Center classes as well as all retail sessions making me one of only a few to deliver to multiple lines of business. I consistently get very positive level 1 comments from learners, not only about my delivery method, but also that they appreciate my engagement and my willingness to take the time to help them understand content, learning journey, and culture with 5/3 Bank. Recognized by team members as a retail knowledge resource due to prior experience as a retail leader in banking centers. I consistently meet and exceed my goals within Learning and Delivery and aim to assist others in meeting their goals as well. Contributed to Learning and Delivery initiatives, viewing this work as a valuable asset for future roles in human capital.

• Developed and delivered training programs enhancing employee skills and knowledge retention.
• Facilitated onboarding sessions, ensuring new hires acclimate smoothly to company culture.
• Collaborated with teams to assess training needs and tailor programs accordingly.

I tracked, managed, and resolved verbal complaints from various lines of business in the bank. We worked to resolve many different types of issues that no other lines of business could resolve, including high level IT issues, complaints about Unfair, Deceptive, Abuse, and Aggressive Practices, and process and procedure misalignments. We were given full authority to give resolutions and rarely needed leadership involvement in resolving them. I learned to engage different lines of business in the bank and have them help with untangling and resolving complex problems, then delivering resolutions to the customer who were expecting one. Handled 30-50 cases daily, maintaining customer contact, requesting updates on tasks, and delivering final resolutions. Managed multiple moving parts to consistently meet expected SLA times for customer resolutions.

• Resolved customer inquiries and disputes through effective communication and problem-solving techniques.
• Coordinated escalations to appropriate departments, ensuring timely resolution of complex issues.
• Analyzed account discrepancies and implemented corrective actions to enhance accuracy and efficiency.

Promoted from Assistant Manager to Financial Center Manager within a year based on demonstrated leadership and performance. Managed multiple branches in West Michigan, achieving success through effective leadership and disciplined execution of key metrics. I held regular meetings with my team and individual contributors to meet and exceed their performance expectations. I learned how to be a coach, to guide my bankers and tellers to success but ultimately have them be responsible for it. Conducted monthly audits on processes and policies, consistently achieving high compliance results. My branch teams taught me so much about retail operations, considering I came into 5/3 Bank with no banking experience. I listened, watched, and learned as the experts slowly turned me into one. I loved my time in retail and it made me the leader and coach I am today.

• Led financial center operations, ensuring compliance with banking regulations and policies.
• Developed and implemented strategic initiatives to enhance customer experience and retention.
• Trained and mentored staff on sales techniques and customer service best practices.