Charles Wills
Banking Manager
Decatur,GA
Summary
Results-oriented Bank Manager with extensive experience cultivating strong client relationships and referral networks. A top-performer consistently surpassing goals and delivering exceptional outcomes. Skilled in educating customers on a wide range of banking services and products, adept at recommending the best options to meet both long-term and short-term needs.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
Work History
Assistant Branch Manager
Navy Federal Credit Union
Sandy Springs, Georgia
08.2021 - Current
- Lead regional pilot in Workforce Management system deployment, increasing system utilization from 58% to 100% through collaboration of leaders
- Led branch team to prevent $4M+ in fraudulent checks and transactions in 2024 rating period
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Spearheaded an increase in Member Experience Surveys by more than 5%, through a refined member centric approach, helping the branch achieve 94% survey score for 2024 rating period.
Sr. MSR
Navy Federal Credit Union
Buford, GA
04.2019 - 08.2021
- Fostered a positive working environment through regular feedback sessions and encouragement of open communication among team members.
- Mentored, trained, and cultivated 30+ Member Service Representatives in alignment with branch service standards and objectives.
- Manage vault opening, closing, and balancing procedures to maintain daily cash limit of $800K
Member Service Representative
Navy Federal Credit Union
Raleigh, NC
08.2017 - 04.2019
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
Lead Customer Service Representative
Fort Sill National Bank
Fayetteville, NC
12.2015 - 08.2017
- Lead branch to obtain over 1300 new customers by engaging new market segments not previously accessed
- Prevented $100K+ in fraudulent transactions, through implementation of more diligent fraud detection practices
Associate Underwriter
Burns & Wilcox
Morehead City, North Carolina
07.2011 - 05.2015
- Collaborated with underwriter to grow book of business to over $3MM
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate policy information.
- Reduced processing time for applications, ensuring timely decision-making while maintaining quality standards in risk assessment procedures.
Education
Master of Science - Business Analytics
Wake Forest University School of Business
Winston-Salem, NC 05.2020 - 05.2022
Bachelor of Science - Business Administration, Finance
East Carolina University College of Business
Greenville, NCSkills
Forecasting
P&L Budget Management
Leadership Change Agent
Compliance management
Account Management
Communication Skills
Critical-Thinking
Data Modelling & Visualization: Excel
Microsoft Office Suite
Banking
Relationship building and management
Staff management
Leadershipandcommunityinvolvement
Alpha Phi Alpha Fraternity Inc., Member
Timeline
Assistant Branch Manager
Navy Federal Credit Union
08.2021 - Current
Master of Science - Business Analytics
Wake Forest University School of Business
05.2020 - 05.2022
Sr. MSR
Navy Federal Credit Union
04.2019 - 08.2021
Member Service Representative
Navy Federal Credit Union
08.2017 - 04.2019
Lead Customer Service Representative
Fort Sill National Bank
12.2015 - 08.2017
Associate Underwriter
Burns & Wilcox
07.2011 - 05.2015
Bachelor of Science - Business Administration, Finance
East Carolina University College of Business
Similar Profiles
James JohnsonJames Johnson
Loan Verification Specialist at Navy Federal Credit UnionLoan Verification Specialist at Navy Federal Credit Union
Hannah AndersonHannah Anderson
Senior Security Receptionist at Navy Federal Credit UnionSenior Security Receptionist at Navy Federal Credit Union
Francisco Eros DominguezFrancisco Eros Dominguez
Branch Manager IV at Navy Federal Credit UnionBranch Manager IV at Navy Federal Credit Union