Hayley Shoulders
Coatesville,IN
Summary
Motivated Assistant Manager passionate about providing excellent member service and exceeding expectations. Talented professional well-versed in credit offerings. Inspires staff loyalty through strong leadership and communication skills.
Overview
8
8
years of professional experience
Work History
Assistant Branch Manager
Everwise Credit Union
05.2024 - Current
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
- Coached and developed branch staff by offering constructive feedback and training opportunities.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Conducted regular performance evaluations for staff members, providing constructive feedback for professional development and growth.
Universal Banker
Everwise Credit Union
02.2022 - 05.2024
- Capable of performing all Universal Banker functions to enhance the member experience, which includes basic transactions, consumer and business account openings, HSA/IRA openings, and lending needs
- Continuously exceeded branch goals in accounts and lending each quarter to promote branch growth
- Assigned as a mentor for co-workers on account opening, lending, and transactional subjects
- Preformed managerial tasks that were listed outside my current job title such as:
- Successfully completed peer observations and coaching’s to cover observation findings
- Taking charge and making decisions within my limits for peers in a time of need
- Created a learning environment where bankers can self-discover answers to more difficult tasks
- Designated vault manager for the branch and maintained cash recycler
- Anticipated cash shipment needs, taking into consideration historical trends and upcoming holiday needs
- Maintained and ensured accuracy in daily reports for branch cash reserves
- Troubleshooted cash recycler issues to prevent downtime and maintained workflow
- Mastered the loan application process as well as the use of banker and teller programs
- Excelled with banking program Fiserv XP2 for transactions, along with business and IRA account openings
- Proficient in MeridianLink for lending applications along with HSA account and consumer account openings
- Completed monthly and quarterly BSA, cyber security, check cashing standards, robbery trainings, etc
- Preformed meaningful and lasting member relationships to ensure member and branch satisfaction
- Consistently received 95% or higher on member surveys
- Select members prefer to wait for my time when the member has banking needs further solidifying the member/banker relationship
- Named the banker of the month in July 2023 that resulted in a member interaction spotlight and survey
- Identified lending and sales opportunities for mortgage, new account, and cross-selling opportunities
- Surpassed cross-selling goals by opening over one hundred Share Certificates (CDs) in 2023
- Outpaced the branch in investment and mortgage sales referrals by continually having top sales
- Exceeded branch goals for selling loan payment protection and GAP coverage to members
Lead Teller
Skyla Credit Union
09.2019 - 02.2022
- Maintained branch proficiency by achieving monthly goals
- Cross-selling products to members such as lending products and certificates
- Maintained member satisfaction to ensure a positive member survey
- Created an in-branch training tool for new tellers as the new hire mentor
- Created a OneNote book for new hires to stay organized
- Transformed the branch into a positive learning environment by being an attentive advisor
- Assisted in branch opening and closing procedures
- Entrusted as a credit union key holder
- Ensured branch safety by completing a safety sweep and checklist every morning
- Maintained and submitted weekly cash orders to ensure proper cash reserves
- Preformed monthly branch audits
- Kept detailed reports of teller drawer cash totals
- Used critical thinking when an offage occurred to assist the teller in the correction of the error
- Excelled in member service
- Consistently had member surveys over 90%
Before/After Care Teacher & Receptionist
Kannapolis Charter Academy
08.2016 - 07.2019
- Successfully orchestrated a classroom setting with 20+ scholars
- Required to be organized, patient, and calm during intense situations
- Proficient in the Microsoft application suite
- Created weekly lesson plans to keep scholars engaged
- Managed the front office during after school hours
Education
Associates Degree - Applied Science
Ivy Tech Community College
Terre Haute, IN05.2015
Skills
- Operations management
- Banking
- Operational efficiency
- Audit preparation
- Staff education and training
- Employee scheduling
- Staff management
- Sales expertise
- Loan product expertise
- Cash handling
- Strong leadership
- Excellent work ethic
Timeline
Assistant Branch Manager
Everwise Credit Union
05.2024 - Current
Universal Banker
Everwise Credit Union
02.2022 - 05.2024
Lead Teller
Skyla Credit Union
09.2019 - 02.2022
Before/After Care Teacher & Receptionist
Kannapolis Charter Academy
08.2016 - 07.2019
Associates Degree - Applied Science
Ivy Tech Community College
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