GWEN ABLE
Blythewood,SC
Summary
Results-driven management professional with extensive experience in leading branch operations and maximizing efficiency. Known for fostering collaborative work environment and achieving high-performance results. Reliable and adaptable, with excellent skills in leadership and client relations.
Overview
26
26
years of professional experience
Work History
Branch Manager
AllSouth Federal Credit Union
04.2024 - Current
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
- Fostered culture of excellence and accountability, resulting in branch consistently exceeding performance targets.
- Ensured exceptional customer service, resolving issues swiftly to maintain trust and satisfaction.
- Elevated staff morale and productivity by introducing system of rewards and recognition for outstanding performance.
- Cultivated lasting relationships with high-value clients, securing their loyalty through exceptional service and advice.
- Fostered a positive work environment, encouraging teamwork and professional growth among staff.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Complied with regulatory guidelines and requirements.
- Submitted loan applications to underwriter for verification and recommendation.
- Increased customer satisfaction with personalized banking solutions, tailoring services to meet individual financial goals.
Licensed Mortgage Originator
Thrive Mortgage
01.2021 - 11.2023
- Originated and processed residential mortgage loans, ensuring compliance with industry regulations.
- Developed and maintained relationships with clients to assess financial needs and provide tailored solutions.
- Utilized loan origination software to streamline application processes and enhance operational efficiency.
- Conducted thorough credit evaluations and risk assessments to determine borrower eligibility for financing options.
- Collaborated with real estate agents and builders to facilitate smooth transaction closings for clients.
- Provided educational resources to clients regarding mortgage products, terms, and market trends, empowering informed decisions.
- Expanded professional network through attending industry events and conferences, leading to increased opportunities for collaboration and business growth.
- Collaborated with underwriters to ensure smooth processing and approval of mortgage applications.
- Enhanced borrower satisfaction by providing timely and accurate loan information and guidance.
- Educated borrowers on various loan products, enabling them to make informed decisions about their financial futures.
- Consistently exceeded monthly sales goals, contributing to overall growth of the branch''s lending portfolio.
- Demonstrated excellent customer service skills while resolving borrower concerns or issues during the mortgage process.
- Expedited the loan process for clients by promptly gathering necessary documentation and submitting complete applications.
- Advised borrowers on strategies for improving credit scores in preparation for future home purchases or refinancing opportunities.
- Managed a pipeline of loans, maintaining constant communication with borrowers throughout the entire process to ensure successful closings.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Worked with underwriters to fix application problems and resolve issues.
- Checked loan documents for accuracy prior to closing.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Negotiated loan terms and conditions with customers to secure best deal.
Business Relationship Manager
First Horizon National Corp
12.2018 - 01.2021
- Successfully led key projects which resulted in positive outcomes.
- Conducted analysis to address shortfalls which led to positive results.
- Planned and executed multiple key client financial transactions.
- Monitored multiple databases to keep track of all company policies and procedures.
- Manage portfolio of small business client relationships.
- Generate new to bank business and produce sales to meet quarterly goals.
- Service and provide support to clients as needed.
- Built rapport with prospective clients through effective networking events, conferences, and industry gatherings.
- Developed customized solutions in response to unique client needs, fostering long-term partnerships.
- Managed a portfolio of key accounts, ensuring consistent revenue generation and account retention.
- Strengthened client relationships by consistently delivering high-quality service and support.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
Branch Manager
AllSouth Federal Credit Union
01.2007 - 11.2018
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Worked with regulatory representatives to complete accurate filings and maintain compliance.
- Optimized staff productivity by managing inter-team conflict resolution, yearly performance reviews, hiring and terminating processes, training initiatives, scheduling, time and attendance and payroll.
- Oversaw daily branch operations, ensuring compliance with regulations and policies.
- Developed and implemented strategic initiatives to enhance member satisfaction and retention.
- Managed team performance through effective coaching, training, and development programs.
- Fostered a positive work environment, encouraging teamwork and professional growth among staff.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Complied with regulatory guidelines and requirements.
- Submitted loan applications to underwriter for verification and recommendation.
- Increased customer satisfaction with personalized banking solutions, tailoring services to meet individual financial goals.
- Conducted regular financial reviews and audits, identifying and resolving discrepancies promptly.
- Review of income, asset, and credit documentation to make a sound credit decision according to financial institution guidelines for consumer loan applications.
- Perform analysis of credit transactions by reviewing credit scores, credit quality of personal credit bureau reports, debt ratios, collateral, etc.
Sales and Service Representative
Wachovia Bank
07.2000 - 11.2006
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
- Leveraged opportunities to upsell company products and services while providing information and discussing options with customers.
- Escalated complex issues and set up appointments for further service.
- Prepared, completed and processed customer account forms and database changes.
- Updated accounts with recent information and processed customer payments.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Resolved customer concerns with friendly and knowledgeable service.
- Documented conversations with customers to track requests, problems and solutions.
- Maintained revenue streams by exhausting every option before offering refunds.
- Educated customers on service plans, including upgrades.
- Upheld strict standards for quality and performance.
- Met or exceeded revenue objectives by promoting products and services to customers during service, account and sales follow-up calls.
Education
High School Diploma -
Lower Richland High
Hopkins SCSkills
- Client relationship management
- Commercial Lending and Refinance
- Consumer Lending and Refinance
- Business development
- Credit analysis
- Financial statement review
- Customer service
- Branch operations management
- Excellent time management skills
- Profit and loss management
- Financial statement analysis
- Team supervision
- Excellent work ethic
Timeline
Branch Manager
AllSouth Federal Credit Union
04.2024 - Current
Licensed Mortgage Originator
Thrive Mortgage
01.2021 - 11.2023
Business Relationship Manager
First Horizon National Corp
12.2018 - 01.2021
Branch Manager
AllSouth Federal Credit Union
01.2007 - 11.2018
Sales and Service Representative
Wachovia Bank
07.2000 - 11.2006
High School Diploma -
Lower Richland High