Erica Godlewski
Summary
Objective leader with demonstrated success leading financial systems and programs. Knowledgeable about regulatory requirements and successful strategies for maintaining optimal controls. Well-organized, proactive and adaptable to change.
Overview
23
23
years of professional experience
Work History
Member Relationship Manager III
Sunmark Credit Union
10.2018 - 10.2023
- Managed daily branch operations for optimal efficiency and performance, resulting in improved member experiences.
- Developed and executed strategies to grow the credit unions loan portfolio, expanding business opportunities.
- Led a team of credit union professionals, providing regular coaching and development opportunities for career growth.
- Implemented risk management processes to identify potential risks, reducing losses and maintaining compliance with regulatory requirements.
- Optimized staff productivity through effective scheduling, task delegation, and performance monitoring.
- Enhanced employee engagement by organizing team-building activities, training sessions, and open communication channels within the branch.
- Strengthened cross-selling initiatives by identifying members financial needs and recommending suitable products or services.
- Improved cash management procedures, ensuring accurate cash handling practices across all transactions within the branch.
- Conducted regular audits of branch operations to maintain compliance with internal policies and external regulations.
- Oversaw employee recruitment processes to ensure hiring of qualified candidates who contributed positively to the credit union's goals and culture.
- Resolved escalated member issues quickly and efficiently while demonstrating empathy towards members concerns resulting in higher member retention rates.
- Assessed employee performance and developed improvement plans.
- Maintained confidentiality of credit union records and client information to prevent mishandling of data and potential breaches.
- Complied with regulatory guidelines and requirements.
Member Relationship Manager II
Sunmark Credit Union
09.2014 - 09.2018
- Enhanced member satisfaction by implementing efficient customer service strategies and streamlining processes.
- Strengthened member relationships through personalized financial counseling and exceptional service delivery.
- Achieved regulatory compliance by diligently monitoring policies, procedures, and internal controls.
- Fostered a collaborative work environment to improve employee morale, productivity, and retention rates.
- Improved operational efficiency through staff training, performance evaluations, and continuous process improvement initiatives.
- Managed branch audits successfully to maintain accuracy in financial reporting and adherence to regulatory standards.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Maintained scheduling for main branch to keep shifts appropriately staffed.
Assistant Member Relationship Manager
Sunmark Credit Union
04.2008 - 08.2014
- Oversaw the teller line on a daily basis and the branch in the absence of the branch manager.
- Assist Manager in achieving branch sales and revenue goals by proactively identifying, marketing, and recommending banking products and services beneficial to the member.
- Enhanced member satisfaction by resolving complex issues and providing personalized solutions.
- Assisted in the recruitment of high-quality talent, contributing to a strong workforce capable of meeting credit union objectives.
- Streamlined banking operations by implementing efficient processes and procedures.
- Conducted regular audits to ensure adherence to internal policies and regulatory requirements, maintaining operational excellence.
- Developed strong relationships with members, providing exceptional service that retained their loyalty and trust.
- Boosted employee morale through recognition initiatives, leading to increased productivity levels across the team.
- Reduced teller errors by implementing comprehensive cash handling training sessions.
- Assisted with complex transactions using overrides and functions requiring additional authorization levels.
Member Service Coordinator (Call Center)
Sunmark Credit Union
03.2001 - 03.2008
- Mentored and coached team members, fostering a supportive and collaborative work environment.
- Supported Manager in overseeing day-to-day operations of the Center, including but not limited to, phone, email, chat and ticket volume, scheduling, and staffing needs.
- Led staff in sales, operation, and service training and coaching.
- Conducted regular performance evaluations for team members, providing constructive feedback for continued growth and improvement.
- Managed high-stress situations effectively, ensuring timely resolution of escalated member issues.
- Increased employee engagement by creating opportunities for professional development and career advancement within the call center.
Education
High School Diploma -
Schalmont High School
Rotterdam, NY06.2001
Skills
- Solution Management
- Member Education and Consulting
- Loans
- Service Support
- Relationship Management
- Account Management
- Issue Resolution
- Customer Service
- Policy Management
- Excellent Communication
- Sales Expertise
- Critical Thinking
Notary Public, NMLS
Current Notary Public and NMLS licensing
Timeline
Member Relationship Manager III
Sunmark Credit Union
10.2018 - 10.2023
Member Relationship Manager II
Sunmark Credit Union
09.2014 - 09.2018
Assistant Member Relationship Manager
Sunmark Credit Union
04.2008 - 08.2014
Member Service Coordinator (Call Center)
Sunmark Credit Union
03.2001 - 03.2008
High School Diploma -
Schalmont High School
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