Darius Outlaw
Waukesha,WI
Summary
Experienced branch manager with expertise in financial consulting, cash handling, and employee coaching and training. Strong skills in time management and conflict resolution. Proven track record in small business development and consumer lending. Committed to motivating employees to exceed customer service and sales goals.
Overview
14
14
years of professional experience
Work History
AVP, Branch Manager
Tri City National Bank
Waukesha, WI
03.2022 - 11.2024
- Collaborated with senior management to identify cost-saving opportunities and develop strategies for achieving financial objectives.
- Provided leadership, direction, guidance, and support to team members on a daily basis.
- Implemented process improvements that resulted in improved operational efficiencies.
- Evaluated employee performance through observation of job duties as well as feedback from customers and clients.
- Developed and implemented strategic plans to achieve company objectives.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
- Managed staff scheduling, hiring and training processes.
- Reviewed loan applications to ensure accuracy and compliance with regulations.
- Supervise collaborative student work placement efforts with Waukesha South High. This resulted in being awarded the Community Partner Recipient Award from the School District of Waukesha.
- Boosted branch performance early on, leading to President's Club induction.
- Served as Consumer Lender, Notary and Medallion Signature Guarantee provider
Assistant Branch Manager
Associated Bank
Waukesha, WI
12.2019 - 03.2022
- Provided training to new employees on company policies and procedures.
- Provided leadership and direction to staff members in order to ensure efficient operations of the branch.
- Conducted performance reviews, monitored employee goals, and provided feedback and coaching as necessary.
- Ensured compliance with internal policies and procedures as well as external regulations.
- Developed strategies for increasing customer satisfaction levels and improving service quality.
- Monitored daily operations of the branch including sales, customer service, inventory control.
- Maintained a positive relationship with customers by responding promptly to inquiries or complaints.
- Managed daily cash flow activities including counting cash drawers at opening and closing times.
- Monitored daily operations and supported Branch Manager in necessary duties.
- Built client rapport through frequent individualized recommendations for financial products and services.
- Networked within communities to identify and capitalize on business opportunities.
Assistant Branch Manager /Assistant Vice President
PNC Bank
Menomonee Falls
06.2017 - 05.2019
- Managed top traffic and sales generating branch in the north region
- Consistently ranked in the top three for 13 consecutive months
- Responsible for all aspects of branch, including individual and team performance
- Builds a high performing team through the attraction, on-boarding, coaching and development of branch team members
- Leads through influence and impacts a range of eco-system partners in an omni channel environment
- Drives revenue and loyalty through proactive interactions with clients
- Leads, coaches and executes a proactive client experience within an omni channel environment
- Provides solutions and advice to improve client financial well-being
- Leads effective problem resolution
- Leads branded sales process to proactively achieve sales targets and customer loyalty
- Grows branch revenue through acquisition and share-of-wallet growth of consumer and business households
- Drives the employee experience
- Responsible for acquiring and retaining talent through the coaching and development of employees
- Ensures employees achieve the performance and activity expectations
- Leads the performance management process for all direct reports
- Manages operational, human capital, reputational and business risk through adherence to established policies and procedures
- Exercises sound decision making to identify and mitigate potential risk
- Manage new account review process for North region
- Insures all new accounts are correctly opened, and all required information are entered in to the application
- Manage the Regional Resource Team
- This is the regional team of floating bankers that cover emergent and prescheduled time off for the regions banker group
Universal Branch Specialist
PNC Bank
Pewaukee
02.2017 - 06.2017
- Manage the customer experience by identifying opportunities to improve the customer's financial wellbeing
- Assess and effectively coach the branch team by ensuring a proper review and coordination of various activities
- Support branch leadership in managing the risk process of the universal branch through proper oversight and adherence to regulatory, security and audit requirements
- Coach and help team members with operational/risk activities and monitors adherence to policies and procedures
- Drive proactive sales conversations through internal and outbound interactions with a defined sales process including outbound calling, service to sales, teller interactions, appointment setting, and effective lobby engagement
- Manage branch operations and minimize risk through review of reports and observations
Branch Sales and Service Associate
PNC Bank
Pewaukee
10.2014 - 02.2017
- Complete client transactions and identify opportunities to improve the clients financial well-being
- Educate clients on the use of alternative methods to complete their banking (mobile, tablet and ATM usage)
- Make outbound calls daily to prospective internal and external clients to set appointments for the review of their current financial climate
- Open new accounts including DDA, Credit Lines, Loans and investments (via referral)
- Complete Public Notary duties as required
- Serve as vault and teller cash recycler teller, managing total points cash flow and placing cash orders for branch needs as well as client requests
- Serve as ATM Vault Processor
- Complete daily operational audit to insure compliance with PNC and FDIC policy and procedures
- Serve as Branch Experience Champion - Drive daily peer observations to help improve the branch experience and CIQ results
- Manage the daily Multi-Channel process
- Responsibilities include assigning leads each week, and assisting in training of new procedures and functions as they relate to Genesis and the entire Multi-Channel Process
- Recently completed High Potential Branch Manager training program
- PNC-Certified Women's Business Advocate
- Served as back up for all Branch Manager responsibilities
Customer Service Manager
US Bank
Contact Center MKE
08.2012 - 03.2014
- Complete required audits to insure compliance
- Develop and execute coaching plan for bankers
- Review production reports daily for opportunities for improvement
- Established a clear coaching plan to improve quality on assigned team through detailed coaching to specific behaviors based on call reviews
- Achieved 100% calls resolved for the third quarter, stack ranked in first place for the division
- Interview perspective applicant for open positions in the Contact Center
- Complete Annual Pay recommendations as well as quarterly and annual employee reviews
- Co-Leader of our Contact Center TLC Employee Engagement committee
- Establish the sites US Place Community as well as the sites Share Point site to assist in establishing a centralized location for site information
- Founding member of our sites POD collaboration process that we use to improve banker support
- Plan and run daily huddles and monthly team meetings
- Plan for subject matter experts to attend team meeting for product specific training
- Promoted 1 banker to FLC, 2 bankers to BSC and 2 bankers to the branch
- Submit payroll weekly
Customer Support Specialist
US Bank
Contact Center MKE
11.2011 - 07.2012
- Support assigned teams in daily management of each team
- Provide one-on-one coaching with Bankers that have opportunities for improvement in a specific area
- Provide daily stat reports to each team to assist bankers in managing their scorecard
- Manage assigned team in the absence of CSM
- This includes monitoring revenue and CMS numbers, monitoring call statistics to insure adherence to established goals, and providing positive as well as constructive feedback throughout the week
- Administer DLU as needed
- Monitor and respond to questions in Team Sametime Chats
- Use this format to educate bankers on locating information in the Knowledge Center
- Submit Payroll for assigned teams as necessary, primarily during vacation period for CSM
- Provide additional training on area's that a team may have repeat opportunities in, such as correctly identifying customers that are eligible for the Bill Pay Giving program prior to offering
- Assist in on-boarding and getting new Bankers acclimated to their team
- Pull declined service requests and coach bankers on reason for decline and provide guidance for properly addressing the type of request in the future
Fraud Liaison Specialist and Mentor Banker
US Bank
Contact Center MKE
11.2010 - 11.2011
- Initiate fraud case based on information provided by customer
- Completed research for standard fraud cases and followed up with customer when warranted
- Complete all necessary paperwork to insure fraud investigation adheres to all internal and external procedures and legal standards
- Answer Baseline and Loan/Line calls from customer and provide resolutions to situations that are discussed
- Assist the customer in improving their financial situation through the deepening of relationships
- As a Mentor Banker, I assisted in the training of new bankers by spending 3-6 hours each week modeling the correct behaviors while the mentee's listened, and later by providing knowledge and guidance while they took calls on their own
- Provided leadership on the Mentor team and was instrumental in improving the teams metrics (after call wrap-up)
- Serve as Editor on the TLC Committee, publishing the site newsletter monthly
- Member of the Twitter test group
- Member of Pass-along Network test group
- Member of Social Media/Marketing group that is developing educational video's for YouTube
- Top Performer -March, May and June
- Pinnacle Banker-Second and Third Quarter, 2011
Education
High School Diploma -
SANTA RITA HIGH SCHOOL
Tucson, AZ06-1991
High Potential Branch Manager training program -
Skills
- Business development expertise
- Relationship building and management
- Account analysis expertise
- Staffing optimization
- Excels in team leadership
- Cash handling expertise
- Staff recruitment
- Goals and performance
- Strong team-builder
- Excellent communication skills
- Sales expertise
- Banking
- Loans
- Loan application management
- Credit
- Microsoft Office Proficiency
- Cash handling expert
Accomplishments
- Presidents Club
- Community Partner Recipient Award
- Community Partnership Award x 2
Affiliations
- Recent Graduate of the Waukesha Citizens Police Academy
- Assisting Minister at St. Lukes Lutheran Church
- Nominated to the Church Council for St. Lukes Lutheran Church
- Member, Board of Directors - Housing Action Coalition of Waukesha
- Former Board President, Sunset Homes Condo Association
Timeline
AVP, Branch Manager
Tri City National Bank
03.2022 - 11.2024
Assistant Branch Manager
Associated Bank
12.2019 - 03.2022
Assistant Branch Manager /Assistant Vice President
PNC Bank
06.2017 - 05.2019
Universal Branch Specialist
PNC Bank
02.2017 - 06.2017
Branch Sales and Service Associate
PNC Bank
10.2014 - 02.2017
Customer Service Manager
US Bank
08.2012 - 03.2014
Customer Support Specialist
US Bank
11.2011 - 07.2012
Fraud Liaison Specialist and Mentor Banker
US Bank
11.2010 - 11.2011
High School Diploma -
SANTA RITA HIGH SCHOOL
High Potential Branch Manager training program -
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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