Various LOS
Glenn Ulrich
Banking Professional
Waynesboro,PA
Summary
A forward-thinking banking manager with a comprehensive background in both brick-and-mortar and digital banking environments. I am recognized for my strategic leadership while improving lending processes and optimizing customer service strategies, leading to substantial growth in business lending portfolios and consumer loan origination. My commitment to fostering a culture of compliance and customer satisfaction is demonstrated through my hands-on approach to mentoring and coaching. I excel in creating memorable customer experiences and instilling a sense of empathy within my team, aligning daily performance measures with the bank’s strategic goals. My effective use of real-world communication has been instrumental in conveying key messages and driving continuous professional development among my staff. Motivated Bank Manager passionate about providing excellent customer service and exceeding expectations. Talented professional well-versed in service marketing and credit offerings. Inspires staff loyalty through strong leadership and communication skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Credit Solutions Manager
PSECU
12.2023 - 6 2024
- Directed and mentored five employees fostering their professional growth and enhancing team performance through targeted training and coaching
- Spearheaded a team in overseeing a $7.5 Billion dollar loan portfolio, achieving a 97.5% collection rate and maintaining delinquency under 2%
- Partnered with executive leadership to craft and execute initiatives that enhanced collection rates and maximized profitability for member-owners.
Branch Leader II Asst. VP Bank Officer
Truist Bank
09.2021 - 10.2023
- Boosted branch survey scores to above a 90% customer service satisfaction rate, exceeding company benchmarks by 105% and highlighting a dedication to exceptional service
- Led a team of 6 full-time tellers and oversaw 2 Relationship Bankers, nurturing a cooperative and efficient workplace atmosphere
- Efficiently handled inbound calls, ensuring meticulous account maintenance and swiftly resolving any client issues to maintain highest satisfaction levels
- Actively engaged with leaders across various business units to endorse and cross-sell Truist Bank products, bolstering a 40% growth of Premier Banking operations
- Spearheaded Consumer and Small Business Development initiatives, generating more than three million dollars in new money, consumer and small business loans within a two-year span, drastically changing the trajectory prior to my tenure
- While increasing deposit guarantees by almost 6%
- Exceeded company audit standards for three consecutive years, demonstrating a steadfast commitment to accuracy and regulatory compliance while improving overall KPI’s.
Branch Manager II, Training Manager
Mariner Finance
08.2014 - 05.2021
- Vigilantly maintained a delinquency rate below 3%, in a sub-prime lending operation throughout the entire portfolio, exemplifying risk management and effectively minimizing credit losses, with strategic calling initiatives
- Implemented Solicitation plans amplifying loan production and insurance sales by 13% since July 2019, culminating in a 15% surge in ROI and securing a top-three office in 2020
- Skillfully steered through the COVID-19 pandemic’s economic upheaval, responsibly increasing net receivables by $435,000 and demonstrating remarkable flexibility in response to changing economic landscapes, and ever-changing policy and procedures
- Diligently executed all phases of loan activity, from initiation to collection, adhering strictly to Federal, State, and Company regulations
- Devised and implemented strategic plans to escalate lending and ROI, leveraging vigorous solicitation efforts and customer outreach, while concurrently promoting multiple employee to further professional growth
- Effectively supervised resource allocation, consistently exceeding targets for expense control, and ensuring meticulous documentation and record keeping for operational success.
Branch Manager II, Bank Officer
Santander Bank NA
08.2013 - 08.2014
- Elevated to Pipeline Manager to expedite Home Equity loan processes, achieving district-leading turnaround times
- Catalyzed a 150% surge in Small Business lending within a year by fostering a strong service-to-sales culture across all customer touchpoints
- Orchestrated cross-functional teams to refine operational workflows, enhancing the efficiency and integration of banking services in line with strategic objectives
- Spearheaded a campaign that amplified deposits and investments by $4.2 million within 10 months, leveraging Cross-Sell strategies and solidifying customer loyalty in the West Shore, PA, and MD District.
Sr. Assistant Manager
OneMain Financial
12.2007 - 08.2013
- Orchestrated the management of a $13 million sub-prime loan portfolio, achieving a state-leading 3% delinquency rate
- Exceeded sales targets by securing $750,000 in new money loans annually over a five-year period
- Spearheaded the full spectrum of Loan Origination, Authentication, Underwriting, and Closure processes, guaranteeing a flawless operational workflow.
Customer Service V Team Lead
Wells Fargo Home Mortgage
05.2003 - 12.2007
- Revamped the policies and procedure for the Executive Complaints team to streamline the complaints process, handling and resolution of the Executive level complaints to the Customer Service Department
- Developed and Initiated the Five Star Customer Service Program for the WFHM inbound Customer Service Team
- This initiative aimed to enhance customer satisfaction and service quality, contributing to improved team performance
- Created and conducted comprehensive training programs for team members, equipping them with the necessary skills and knowledge to achieve operational excellence and exceed performance goals in an ever-changing mortgage loan environment
- Proactively provided feedback to a team of 7 Resolution Team Members to ensure professional advancement and confirm company goals were being met
- Implemented and developed training programs with cross-functional teams to identify areas for process improvement, resulting in successful, streamlined workflows and enhanced overall efficiency, providing better customer satisfaction scores.
Education
Skills
Financial Analysis
Budgeting
Risk Analysis
Risk Management
Credit Analysis
Cash Flow Management
Cash Flow Analysis
K1
Schedule C
Schedule E
Schedule A
Financial Reporting
Investment Management
Cash Management
CECL
Credit Underwriting
Strategic Cost Management
Regulatory Compliance
Customer Profitability Analysis
Debt to Income
Financial Statements and Reports
Strong Business Acumen
Financial Statements and Reports
Database Maintenance
ECOA
FCRA
CPB
FDCPA
OFAC
GLB Act
KYC
REG D
BSA/AML
REG B
REG Z
Legal Credit Action
CRA
SCRA
Occupational training
SAFE ACT and Mortgage Loan Origination
Time Management
Workload Prioritization
Decision Making
Problem-Solving
Verbal Communication
Relationship Building
NMLS 388386
PA SAFE ACT
LOS
LOA
Credit Insurance
MS Office
Software
MS Office
Various Bank Servicing
Accomplishments
Increased Customer Satisfaction Surveys 20%
Multi-million dollar lending operation 2022, 2023
Increased deposit balances over 5 million dollars 2022
Increased Loan volume 25% in 2020
Reduced Charge off and delinquency numbers to lowest in branch history
Recovered more than $100,000 in previously written off debt in 2019
Certification
NMLS 388386
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
NMLS
SAFE ACT
Languages
English
Bilingual or Proficient (C2)
Spanish
Elementary (A2)
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Company CultureCareer advancementTeam Building / Company RetreatsPersonal development programsTimeline
Credit Solutions Manager
PSECU
12.2023 - 6 2024
Branch Leader II Asst. VP Bank Officer
Truist Bank
09.2021 - 10.2023
Branch Manager II, Training Manager
Mariner Finance
08.2014 - 05.2021
Branch Manager II, Bank Officer
Santander Bank NA
08.2013 - 08.2014
Sr. Assistant Manager
OneMain Financial
12.2007 - 08.2013
Customer Service V Team Lead
Wells Fargo Home Mortgage
05.2003 - 12.2007