Crystal Wortley
Marysville,WA
Summary
Talented administrative professional with background in accounting and finance. Extensive knowledge of AR/AP, Microsoft Excel and QuickBooks software. 42 WPM typing speed Excellent communication skills Critical thinker Multi-line phone proficiency
Overview
22
22
years of professional experience
Work History
Branch Manager / Asst Vice President
Washington Federal Bank
01.2016 - Current
- Led daily branch operations, ensuring regulatory compliance, operational accuracy, and efficient service delivery.
- Supervised, coached, and developed bankers, tellers, and customer service representatives to achieve service, sales, and performance goals.
- Drove deposit and consumer/small business loan growth through relationship management, business development, and strategic cross-selling.
- Managed branch financial performance, including revenue growth, profitability, expense control, and key performance metrics.
- Strengthened risk management and internal controls by overseeing cash handling, vault operations, security protocols, fraud prevention, AML/KYC requirements, and audit readiness.
- Reviewed and approved consumer and small business loan applications within authorized lending limits while ensuring adherence to lending policies and regulations.
- Built and maintained strong customer and community relationships, resolved complex issues, and delivered a high standard of customer service.
- Managed staffing, scheduling, recruitment, onboarding, performance evaluations, and employee development to maintain a high-performing team.
- Analyzed branch performance data and prepared reports for senior management, identifying trends and opportunities for improvement.
- Implemented process improvements that enhanced operational efficiency, service consistency, risk controls, and customer satisfaction.
Customer Service Supervisor
Washington Federal Bank
12.2013 - 01.2016
- Delivered high-quality, personalized service to branch clients, addressing account needs, resolving issues, and ensuring a positive customer experience.
- Managed daily branch workflow and operational activities to ensure efficient transaction processing, timely customer service, and adherence to established procedures.
- Supervised teller operations, providing guidance and oversight to ensure accuracy, productivity, cash controls, and compliance with banking policies.
- Maintained 95% accuracy in deposit operations, ensuring transactions were processed efficiently and in accordance with established procedures and internal controls.
- Coordinated staff scheduling and daily assignments to maintain appropriate branch coverage and support consistent service levels.
- Assisted with employee training, onboarding, and development, providing coaching and guidance on operational procedures, customer service, compliance, and transaction accuracy.
- Addressed personnel-related issues professionally and collaborated with management to resolve employee concerns and maintain a productive work environment.
- Supported branch compliance and security procedures, including cash controls, operational policies, fraud prevention, and adherence to regulatory requirements.
- Assisted with loan activity by supporting application processing, documentation, customer inquiries, and coordination with lending personnel.
- Monitored branch operations to identify workflow issues and opportunities to improve efficiency, accuracy, and customer service.
- Assumed responsibility for overall branch operations in the Manager’s absence, providing leadership, maintaining service standards, and ensuring continued compliance and operational effectiveness.
Assistant Manager/ Loan officer
Idaho Stateline Quik Loans
03.2004 - 08.2013
- Processed and reviewed consumer loan applications, ensuring documentation accuracy and regulatory compliance.
- Posted receipts, maintained general ledger accounts, and used QuickBooks to support month-end reconciliations.
- Monitored payments, contacted clients regarding past-due accounts, and managed collections activities.
- Maintained 98% accuracy in interest and discount calculations while reconciling ledger balances each month.
Education
Bachelor of Science - Criminal Justice, Business Admin, Psychology
Lewis-Clark State College
Coeur D'Alene, ID05-2013
Skills
- Teamwork and collaboration
- Customer service
- Time management
- Attention to detail
- Dependable and responsible
- Multitasking Abilities
- Excellent communication
Timeline
Branch Manager / Asst Vice President
Washington Federal Bank
01.2016 - Current
Customer Service Supervisor
Washington Federal Bank
12.2013 - 01.2016
Assistant Manager/ Loan officer
Idaho Stateline Quik Loans
03.2004 - 08.2013
Bachelor of Science - Criminal Justice, Business Admin, Psychology
Lewis-Clark State College