CALA CAMPBELL
Chattahoochee Hills,GA
Summary
Experienced professional with over two years in financial services, focusing on IRA/Trust and investment account management. Proficient in training, mentoring, team leadership, and maintaining regulatory compliance. Active participant at Delta Community, involved in Women in Tech (ERG&N network) and serving on the DE&I Advisory Council. Committed to progressing while embracing values like creativity, freedom, and collaboration.
Overview
13
13
years of professional experience
1
1
Certification
Work History
IRA Education Development Specialist I
Delta Community
07.2022 - Current
- Orchestrated development, scheduling, and training for IRA/HSA/ESA within and across departments. Enhanced IRA onboarding process, resulting in a higher IRA success rate.
- Fostered department collaboration with other Delta Community department to equip the team for expansion.
- Provided Trust & Estate training to frontline branch employees. Increased the number of IRA-Trained MSAs, by 50%.
- Supported the upkeep of Knowledge Management content.
Guided and mentored IRA Specialists and IRA Trust & Estate Education Development Specialists. - Facilitated IRA Inbox and Freshdesk training and added the training to the IRA onboarding sprints.
- Guided and mentored IRA Specialists and IRA Trust & Estate Education Development Specialists.
IRA Specialist
Delta Community Credit Union
09.2021 - 01.2022
- Assisted members with performing basic transactions and file maintenance via phone and online inquiries on deposit IRAs, HSAs, and Coverdell ESAs.
- Explain intricate IRA account rules and demonstrate the ability to open and manage these accounts following IRS guidelines.
- Prioritize safety in all operational procedures.
- Maintained outstanding phone call performance ratio with an Outstanding average of 30-33.
- Monitor departmental ACD line, fax, mail, and email and assists branch delivery staff with IRA inquiries.
- Handled reports for Expelled IRA/HSA/ESA accounts, HSA Medicare Monthly Letters, and HSA Monthly Reports.
- Assisted in correcting audit errors related to transactions that were inaccurately processed by branch staff or other specialists.
MCC Quality Assurance Auditor
Delta Community
10.2017 - 09.2021
- Conducted 1,300 annually on calls to ensure precision and effectiveness.
- Hosted and presented summary meetings for Quality Assurance involving 10-15 participants from leadership and operations to evaluate Knowledge Base articles and deliver comprehensive reports.
- Provide impartial Quality Assurance evaluations and feedback to agents, leading to no dispute adjustments each month.
- Take part in special projects, establish strategies to boost departmental efficiency, and lead Quality Assurance training sessions.
- Create incentive programs and generate quality reports with corrective actions.
- Quality Assurance Mentorship program operated from 2020 to 2021.
Member Care Agent
Delta Community Credit Union
10.2016 - 10.2017
- Responded to over 50 calls daily from members and non-members
- Managed loan applications and provided regular progress updates
- Served as a subject matter expert in Delta Community loans, bill pay, ACH, fraud, disputes, card issues, mobile deposits, and online banking troubleshooting
- Educated individuals on financial products via Delta Community's website
- Utilized multiple systems (Harmony, Symitar, MSP, Digital Insights, Visa Online, CATS, Knowledge Base) to support members and conducted side-by-side training for new recruits
- Conduct coaching Side by Side training sessions for new MCC agents.
Front End Assistant Manager, Bulk Department Manager
The Fresh Market
01.2012 - 01.2016
- Responsible for team of 15-20 cashiers, training, leading, creating displays, marketing products, assisting in hiring, managing Cash Coordinator duties.
- Exceeded sales goals, by creating marketing strategy increasing sales by 20%, and boosting donations by 20% through employee incentives.
Education
Bachelor of Science - Healthcare Management
Clayton State University
05.2014
Associates of Arts - Psychology
Gordon State College
12.2010
Skills
- Strong Project and Time Management
- Strong Leadership
- Strong research and problem-solving skills
- In-depth IRA and Financial knowledge
- Training, Development, & Design
- Employee Engagement and Relationship Building
- Detail oriented
- Analytical and Critical Thinking
- Competent Communicator, oral and written
- Proficient in Excel, PowerPoint, OneNote, Symitar, SharePoint, Microsoft Office, Microsoft Planner, Word, Scrum and Agile framework
- Continuous improvement mindset
- Sales
Certification
- Certified IRA Professional (CIP), 2022-Current
- Certified Credit Union Facilitator ( CCUF) 2024- Current
- Excel ( Part 2) Certification - Horizon (2023)
Timeline
IRA Education Development Specialist I
Delta Community
07.2022 - Current
IRA Specialist
Delta Community Credit Union
09.2021 - 01.2022
MCC Quality Assurance Auditor
Delta Community
10.2017 - 09.2021
Member Care Agent
Delta Community Credit Union
10.2016 - 10.2017
Front End Assistant Manager, Bulk Department Manager
The Fresh Market
01.2012 - 01.2016
Bachelor of Science - Healthcare Management
Clayton State University
Associates of Arts - Psychology
Gordon State College
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