Cassandra VanDyke
Cedar Springs
Summary
Dynamic Branch Manager at Farmers Insurance Federal Credit Union with a proven track record in customer success strategy and relationship management. Enhanced operational efficiency by 20% through process optimization and training development. Adept at executive communication and compliance, driving client advocacy and fostering cross-functional collaboration to achieve business goals.
Overview
10
10
years of professional experience
Work History
Branch Manager
Farmers Insurance Federal Credit Union
Grand Rapids
01.2025 - Current
- Customer Success & Relationship Management - Manage a high-value book of business, providing strategic advisory services to credit union clients and aligning solutions to business goals (e.g., MeridianLink credit application solutions).
- Cultivated relationships with credit union executives through executive business reviews and tailored success plans, enhancing operational efficiency and client satisfaction.
- Executive Presentations & Reporting - Presented quarterly performance reviews, risk assessments, and process improvements to credit union executives and internal stakeholders, leveraging PowerPoint, Excel dashboards, and audit data.
- Training & Process Optimization - Developed policies and procedures, training presentations, and audit protocols for MeridianLink operations, increasing staff efficiency and reducing new account processing time by 20%.
- Designed and delivered training programs to staff and leadership, resulting in 95% adoption rates for new software features.
- Acted as Subject Matter Expert (SME) for credit union compliance systems (OFAC, Accurint, Intellecheck, Socure), providing guidance and reducing fraud risks by 15%.
- Cross-Functional Collaboration - Partnered with technical teams to resolve escalations involving MeridianLink credit applications, fraud mitigation, and compliance tools, acting as a liaison to resolve issues within SLAs.
Lead Branch Counselor
Farmers Insurance Federal Credit Union
Grand Rapids
01.2021 - 12.2024
- Supported management in developing and conducting training on identifying identity theft risks.
- Delivered performance feedback and conducted data audits for processors and upper management to improve processing accuracy.
- Analyzed application data trends to identify and address training gaps, enhancing overall member experience.
- Performed weekly audits of new memberships, offering actionable feedback to the team.
- Monitored accounts to identify suspicious patterns and acted decisively.
- Oversaw operations for Michigan branches, ensuring compliance with policies and regulations.
- Monitored emerging fraud trends to adjust prevention strategies, strengthening fraud detection measures.
Senior Branch Counselor
Farmers Insurance Federal Credit Union
Grand Rapids
01.2019 - 12.2020
- Facilitated loan processing for applicants by gathering documentation and providing timely updates.
- Supported fraud detection and risk mitigation efforts for new applicants.
- Monitored and analyzed individual and team sales performance to identify trends and inform strategies.
- Utilized spreadsheets and reporting tools for presenting detailed information effectively.
- Efficiently prioritized workloads to meet tight deadlines consistently.
- Developed weekly reports and delivered presentations to streamline onboarding for new staff members.
Teller/Contact Center/Loan Processor
CASE Credit Union
Lansing
01.2016 - 12.2016
- NMLS-Certified professional with hands-on experience in loan processing and credit analysis for credit unions, ensuring compliance with underwriting standards to support financial integrity.
- Processed loans and dispersed funds using MeridianLink-like systems, ensuring accuracy and meeting deadlines to facilitate customer satisfaction.
- Processed customer transactions efficiently and accurately.
- Assisted members with account inquiries and banking services.
- Educated clients on available financial products and services.
Education
Criminal Justice & Risk Management
Grand Rapids Community College
Grand Rapids, MISkills
- Customer success strategy
- Client onboarding
- Account and revenue growth
- Cross-functional leadership
- Escalation management
- Relationship management
- Training development
- Performance analysis
- Process optimization
- Data analytics and reporting
- Salesforce proficiency
- Software implementation
- Compliance and risk management
- Executive communication
- Executive presentation
- Team collaboration
- Effective communication
- Problem solving
- Attention to detail
Accomplishments
- #1 Performing Branch: Led team to 6 consecutive years of top rankings in customer satisfaction and goal attainment.
- Process Optimization: Streamlined workflows to reduce audit cycle time by 18%.
- Fraud Mitigation: Identified and prevented potential fraud losses through proactive audit analysis and staff training.
Locations
- Grand Rapids, MI
- Lansing, MI
Certifications Tools
- NMLS Certified Professional, 1532268
- MeridianLink Software, Both lending and online account processing
- Microsoft Office Suite, (Excel, PowerPoint, Outlook)
- Compliance Tools, OFAC, Intellecheck, Socure
Relevant Coursework:
· Inclusive Leadership
· Developing Assertive Leadership
· Leadership Foundations: Leadership Styles and Models
Timeline
Branch Manager
Farmers Insurance Federal Credit Union
01.2025 - Current
Lead Branch Counselor
Farmers Insurance Federal Credit Union
01.2021 - 12.2024
Senior Branch Counselor
Farmers Insurance Federal Credit Union
01.2019 - 12.2020
Teller/Contact Center/Loan Processor
CASE Credit Union
01.2016 - 12.2016
Criminal Justice & Risk Management
Grand Rapids Community College