Dillon Crosier
Bloomington,Illinois
Summary
Seasoned Branch Manager with background in steering operations and driving growth. Leveraged leadership skills to enhance team performance, customer satisfaction, and bottom-line results in previous roles. Possess strong strategic planning and problem-solving abilities, coupled with proficiency in customer relationship management, sales strategy implementation, and staff development. Successfully boosted branch productivity by optimizing processes and cultivating high-performing teams.
Overview
12
12
years of professional experience
Work History
Branch Manager/Loan Officer
Land of Lincoln Credit Union
09.2022 - 03.2024
- Attracted, retained, and supported career development of retail team members.
- Analyzed data to identify trends related to products, services, customers and markets served by the branch.
- Conducted regular performance reviews for all employees in the branch.
- Developed and fostered relationships with key members and prospects within the community
- Coached & mentored retail staff through frontline training to follow policies and procedures, promoted compliance standards and demonstrated sound judgement to minimize the risk of fraud.
- Lead successful sales and service initiatives.
- Facilitated and supported sales meetings and huddles.
- Coordinated and performed retail duties including customer transactions, opening, and servicing deposit accounts, and consumer lending.
- Collaborated with Senior Management to align branch efforts and strategic direction of Credit Union.
- Resolved escalated customer complaints in a timely manner.
- Independently made and communicated sound decisions based on policies, knowledge, and experience.
- Ensured branch goals and branch performance were monitored to ensure success.
- Increased productivity, including creating a clear organizational structure, providing necessary tools for the team to do their jobs and created repeatable processes to increase efficiency.
- Evaluated consumer loans (2nd mortgages, HELOC’s, unsecured loans, credit cards, vehicle loans, RV loans, boat loans, etc.)
- Maintained delinquent calls on consumer loans who were behind on loan payments.
Underwriting Service Assistant
State Farm Insurance Co.
09.2020 - 06.2022
- Reviewed changes & corrected errors to customer policies
- Achieved operational goals ahead of benchmarked dates
- Peer Partner/helped with complex questions
- Led huddle discussions on: Degrees & Designations, Wellness
- Volunteered & selected for temporary workshare assignment in Underwriting Contact Center
- Selected for cross training screening Tier 2 complex phone calls for Underwriting Contact Center
- Prepared written notification for agent team members on escalated policy changes
Bank Operations Representative
State Farm Insurance Co.
11.2018 - 09.2020
- Ensured all deposit applications were in good order to activate deposit accounts
- Achieved operational goals
- Motivated and trained staff appropriately
- Team resource/buddy that handled complex questions within/outside of department
- Maintained schedule for department - daily assigning employees to different queues
- Answered telephone inquiries from business partners
- Identified fraud and referred accounts to Bank Fraud Department for investigation
- Assisted analysts with special bank projects, including Bank Fraud Department
Retail Lead Banker III
Heartland Bank & Trust Co.
02.2014 - 10.2018
- Established and obtained all sales and operational goals
- Assisted other branches with staffing as needed
- Balanced cash drawers and ATM machines
- Opened & closed personal, business and savings accounts and CD’s, including IRA’s
- Handled distributions for IRA’s, HSA’s, and calculated withholdings
- Booked & closed all aspects of loan process including HELOC’s
- Motivated, trained, and rewarded staff appropriately
- Audited teller drawers and vault
- Ordered money for branches
- Assisted with BSA department with possible fraud accounts
- Interviewed customers about fraud accounts
- Served as back up when branch manager was not available
Lead Customer Care Representative
Heartland Bank & Trust Co.
11.2012 - 02.2014
- Answered all telephone inquiries on products, services, policies and procedures
- Verified confidential banking information with customers; making changes as needed
- Enrolled and closed customer accounts
- Provided technical support with online banking
- Trained new employees
- Maintained weekly Saturday and CHAT schedules
Guest Service Representative & Night Auditor
Eastland Suites Hotel & Conference Center
10.2011 - 11.2012
- Performed all audit procedures for the Hotel and company
- Balanced cash drawer
- Prepared the front office and arranged next day’s business information
- Secured front office and property each evening
- Maintained customer confidentiality
- Greeted, registered, and assigned rooms to guests
- Provided shuttle, concierge services, and bartended during happy hour
- Maintained cash drawer and customer accounts in a confidential manner
- Manager on Duty
Education
Bachelor of Science in Business Management -
University of Phoenix
Phoenix, AZAssociates in Arts -
Heartland Community College
Normal, ILSkills
- Customer Service
- Business Development
- Account analysis expertise
- Employee Development
- Shift Scheduling
- Work Prioritization
- Branch Operations Management
- Excels in team leadership
- Relationship Building
- Sales professional
Community Out Reach
Dreams are Possible, Financial Advisor
- Taught basics of financial literacy and help individuals financially.
Mid Central Community Action, Financial Advisor
- Taught the community about the importance of credit and credit scores, Coached money spending (Needs vs. Wants), Educated about Heartland Bank’s building and repairing of credit loans
Timeline
Branch Manager/Loan Officer
Land of Lincoln Credit Union
09.2022 - 03.2024
Underwriting Service Assistant
State Farm Insurance Co.
09.2020 - 06.2022
Bank Operations Representative
State Farm Insurance Co.
11.2018 - 09.2020
Retail Lead Banker III
Heartland Bank & Trust Co.
02.2014 - 10.2018
Lead Customer Care Representative
Heartland Bank & Trust Co.
11.2012 - 02.2014
Guest Service Representative & Night Auditor
Eastland Suites Hotel & Conference Center
10.2011 - 11.2012
Bachelor of Science in Business Management -
University of Phoenix
Associates in Arts -
Heartland Community College
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