Emily Benson
Hamilton,OH
Summary
Achieved efficient retail banking operations through dedicated teamwork and community interaction. Facilitated branch growth with strong customer relationships and adherence to regulatory standards. Built enduring community ties while supporting high-functioning team dynamics.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Branch Manager
Union Savings Bank
Fairfield,oh
09.2024 - Current
- Led branch operations, ensuring compliance with regulatory standards and bank policies.
- Developed and implemented strategic sales initiatives to enhance customer engagement and retention.
- Mentored staff on best practices in customer service, resulting in improved team performance and satisfaction scores.
- Analyzed branch performance metrics to identify opportunities for process improvements and operational efficiency.
- Established strong community relationships through outreach programs and local partnerships, boosting brand visibility.
- Maintained friendly and professional customer interactions.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
Personal Banker II
Fifth Third Bank
Forest Park, Ohio
10.2022 - 09.2024
- Deepen personal customer relationships by providing memorable customer experiences.
- Establish close working relationships with assigned Business Partners (Mortgage, Small Business, Commercial and Investment), referring customers when appropriate to provide them with timely, and holistic financial solutions.
- Maintain vault and ATM balances and service when needed including, but not limited to currency ordering and shipping from Currency Management System (CMS) and Foreign Currency Management System (FCMS)
- Deliver an integrated book of business strategy in which all customers, through all channels, have a Financial Needs Assessment (FNA) and are assigned to the best banker for proactive ongoing support.
- Maintain a position of trust and responsibility by keeping all business confidential.
- Keep up to date on Retail procedures in place to mitigate fraudulent activity and unnecessary risk or exposure.
- Demonstrate and maintain a working knowledge about Fifth Third’s products, services, processes, and internal resources to stay informed, guide and lead the team.
- Responsible for sourcing, developing, coaching, and leading a team that reinforces our core values and business strategies.
- Follow the Bancorp Code of Business Conduct and Ethics and other related policies and procedures modeling the ethical behavior expected from every employee.
- Follow all safety protocols to ensure the facility is safely and properly opened/closed.
- Classification: Internal Use
Manager
As You Want, LLC
Middletown, OH
11.2019 - 07.2022
- Drive sales, growth, and profits.
- Promptly respond to issues affecting the customer experience.
- Build, grow and manage relationships with our customers.
- Responsible for employee relations and performance management.
- Provide training and on-the-job support to all employees.
- Performed random home inspections, with customers’ permission, to ensure company standards and the customers’ experience were meeting expectations.
- Classification: Internal Use
Operation 1
Teva Pharmaceutical Industries Ltd.
Cincinnati, OH
03.2018 - 03.2020
- Learned the manufacturing and /or packaging process as assigned by following approved batch record (BR), work instructions (WI), standard operating procedures (SOP), etc.
- Set up, changeover, programming and operation of various equipment manufacturing and/or packaging equipment including, but not limited to, mixers, extruders, welders, dryers, pouch sealers.
- Cleaned facilities, equipment and utensils as required following SOP’s and WI’s.
- Completed documentation as required in the manufacturing and/or packaging of products.
- Completed all training requirements and maintained 100% compliance with all assignments.
- Maintained work areas and performing job functions in a safe and efficient manner in accordance with the company policies and procedures, Good Manufacturing Practices (cFMP’s), Standard Operating Procedures (SOP’s) and Batch Record instructions.
- Performed additional related duties as assigned.
- Classification: Internal Use
Portfolio Manager II
Security National Automotive
Mason, OH
10.2014 - 03.2018
- Responsible for portfolio management of delinquent, consumer subprime auto loan accounts in accordance with the standards set by the Consumer Financial Protection Bureau (CFPB) and Fair Debt Collection Practices Act.
- Prioritized delinquent accounts based on fiscal impact and ability to meet department goals.
- Negotiates payment arrangements for loan holders with the goal of completing loan payment in the shortest time possible.
- Finds creative, compliant solutions to help successfully pay off balances for a consumer population that has been taken advantage of through high interest, high payment loans.
- Provides education to loan holders regarding the complexities of their loans and available repayment options.
- Maintains professional composure while dealing with high stress, sensitive conversations with loan holders.
- Escalates non-payment accounts for asset recovery or repossession after all pathways for payment have been exhausted.
- Regularly exceeds performance standards for outbound call completion, inbound calls taken, kept payment arrangements, average payment amount, average dollars collected and compliance findings.
- Documented all aspects of customer interactions to ensure compliance with federal laws regulating debt collection industry.
- Maintains accounts in an audit ready status to ensure successful internal audit findings.
- Prepares documentation for unannounced CFPB audits.
- Successfully represented accounts with no findings during biannual (6) CFPB audits.
- Provides on-the-job training to new hires in the collections department.
- Serves as escalation point for Level I employees that cannot resolve payment arrangements.
- Completed all available continuous education opportunities offered by the company.
- Regularly provides process improvement ideas through the company’s “raise your hand” program.
- Active participant in weekly department status meetings where best practices and challenges are discussed, and problem solved.
- Classification: Internal Use
Education
STNA - undefined
Warren County Career Center
1 2012
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Lakota West High School
1 2007
Skills
- Assisted in developing collection strategies to improve debt recovery and support positive customer relationships
- Supported training initiatives to enhance team skills and boost operational productivity
- Helped manage regulatory documentation processes to comply with consumer collection laws
- Promoted awareness of consumer collection law through informative workshops
- Aided in creating leadership and mentoring programs to strengthen team performance
- Assisted in preparing for audits to maintain regulatory compliance and accuracy
- Utilized Microsoft Office tools to improve reporting and documentation processes
- Supported effective communication strategies to enhance customer engagement
Accomplishments
- Top Performer March and April 2018- Security National
- Leadership Award October 2018- Security National
- One Bank Referral Award 2023- Fifth Third Bank
Certification
NMLS License
Notary Public
Timeline
Branch Manager
Union Savings Bank
09.2024 - Current
Personal Banker II
Fifth Third Bank
10.2022 - 09.2024
Manager
As You Want, LLC
11.2019 - 07.2022
Operation 1
Teva Pharmaceutical Industries Ltd.
03.2018 - 03.2020
Portfolio Manager II
Security National Automotive
10.2014 - 03.2018
STNA - undefined
Warren County Career Center
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Lakota West High School