Summary
Overview
Work History
Education
Skills
References
Timeline
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Diane DeGray

Maricopa,AZ

Summary

With over 30 years of experience in sales, customer service, and cash handling within the banking industry, I have developed a strong skill set that consistently achieves individual sales goals and supports branch-wide initiatives. My expertise lies in assisting customers and matching products to their specific needs. I have successfully trained and coached staff on banking principles, policies, procedures, and the sales process, contributing to my career success. Polished communication skills, both verbal and written, allow me to produce work with a high level of accuracy. A great listener, I am able to fully understand problems or needs, enabling me to offer appropriate solutions. In 2019, transitioned focus from Retail to Residential Lending with a specialization in HMDA. Solid working knowledge of Encompass and HMDA enables me to excel at monitoring, assessing, and reporting HMDA data due to attention to detail and critical thinking skills. Exceptional memory and efficient organization of vast amounts of data make me a fantastic critical thinker. Adept at performing internal audits, conducting investigative reporting, and transcribing information.

Overview

35
35
years of professional experience

Work History

Consumer Lending Compliance Associate

PeoplesBank
02.2019 - 07.2024
  • Served as a subject matter expert on compliance-related topics, providing guidance to colleagues and stakeholders as needed. HMDA as the primary focus.
  • Supported the development of a robust compliance program through regular monitoring and auditing activities.
  • Maintained up-to-date knowledge of applicable laws and regulations.
  • Conducted periodic compliance audits and reviews to identify areas of improvement.
  • Maintained composure in stressful situations, confrontations, interviews and records searches.
  • Identified gaps in existing compliance processes and recommended updates.
  • Kept informed regarding pending industry changes, trends or best practices.
  • Maintained up-to-date knowledge of regulatory changes, informing management of any potential impacts on company operations.
  • Achieved a high level of accuracy in Audits

Assistant Branch Manager

PeoplesBank
03.2017 - 02.2019
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
  • Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
  • Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
  • Improved teller accuracy by implementing standardized cash handling procedures and conducting regular audits on cash drawers.
  • Demonstrated knowledge of branch financial products, loans and lines of credit.

Main Office Assistant Branch Manager

Monson Savings
01.2015 - 01.2017
  • Enhanced customer satisfaction by addressing concerns with empathy and professionalism, resolving issues in a timely manner to maintain positive client relationships.
  • Assisted in maintaining a clean and presentable office environment through routine tidying efforts, contributing to an overall sense of organization and productivity within the workspace.
  • Reviewed all IRA documents for accuracy and completeness.
  • Purchased and maintained office supplies.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.

In-Store Assistant Branch Manager III

SunTrust
01.2014 - 01.2015
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
  • Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
  • Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
  • Demonstrated knowledge of branch financial products, loans and lines of credit.

Assistant Branch Manager

Chicopee Savings Bank
01.2008 - 01.2014
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
  • Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.

In-Store Assistant Branch Manager II

Citizens Bank
01.2001 - 01.2008
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
  • Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
  • Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
  • Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.

Senior Customer Service Rep.

Charter One Bank
02.1998 - 11.2001
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Investigated and resolved customer inquiries and complaints quickly.

Senior Teller

Wachovia Bank
07.1994 - 02.1996
  • Delivered exceptional service while managing high-volume cash transactions during peak business hours without compromising accuracy or efficiency levels.
  • Conducted thorough audits of teller cash drawers, vaults, and ATMs, contributing to branch compliance with internal controls and regulatory standards.
  • Meticulously monitored cash drawer activity, ensuring accuracy in transaction processing and adherence to strict security protocols.
  • Performed general teller duties for drive-thru line.
  • Maintained friendly and professional customer interactions.
  • Counted, verified and handled bank deposits and armored car transactions.

Teller Clerk

Ludlow Savings Bank
10.1989 - 04.1994
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
  • Assisted customers with account inquiries, resolving issues promptly and professionally.

Education

Skills

  • Regulatory knowledge
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Multitasking
  • Reliability
  • Critical Thinking
  • Analytical Thinking
  • Document Review
  • Continuous Improvement
  • Data Verification
  • Analytical Skills

References

Upon Request

Timeline

Consumer Lending Compliance Associate

PeoplesBank
02.2019 - 07.2024

Assistant Branch Manager

PeoplesBank
03.2017 - 02.2019

Main Office Assistant Branch Manager

Monson Savings
01.2015 - 01.2017

In-Store Assistant Branch Manager III

SunTrust
01.2014 - 01.2015

Assistant Branch Manager

Chicopee Savings Bank
01.2008 - 01.2014

In-Store Assistant Branch Manager II

Citizens Bank
01.2001 - 01.2008

Senior Customer Service Rep.

Charter One Bank
02.1998 - 11.2001

Senior Teller

Wachovia Bank
07.1994 - 02.1996

Teller Clerk

Ludlow Savings Bank
10.1989 - 04.1994

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Diane DeGray