Jeanine Bender
Wauconda,IL
Summary
Knowledgeable Operations Manager with over 17 years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
17
17
years of professional experience
Work History
Member Operations Manager
BCU
Vernon Hills, IL
10.2022 - Current
- Identify potential areas of risk associated with deposit operations activities and develop solutions accordingly.
- Manage the daily operations of a deposit operations team to ensure compliance with all banking regulations.
- Participate in cross-functional projects aimed at streamlining processes across various departments within the organization.
- Maintain relationships with external vendors to ensure timely delivery of services (SLA).
- Analyzed trends and patterns related to SLA performance.
- Develop and implement operational procedures to ensure quality and compliance standards are met.
Senior Branch Manager
Consumers Credit Union
04.2018 - 10.2022
- Manage sales, service, and operations of 2 branches and 15 total employees
- Deposit operations including IRA, Escheatment, POA, overdraft courtesy, deposit account and check research, deceased accounts, and charge offs
- Develop and review branch policies and procedures
- Top performing branch excelling goal over 150% on profit and operational scorecards
- Train and mentor, all new Branch Managers across the organization
- Daily operation of branch, ensuring exceptional member service is being provided and providing guidance to staff to meet branch goals
- Initiate, set up, and research wire transfers and incoming/outgoing ACH payments
- Member of various committees and project teams as assigned by VP and Director of Branch’s
- Team leader of branch acquisition team, to date 3 completed Credit Union Mergers.
Assistant Branch Manager
Consumers Credit Union
04.2017 - 04.2018
- Guided and motivated staff to attain sale goals, perform annual reviews, set objectives for following year performance and provided corrective action plans as needed
- Implemented training and delivered exceptional assistance and guidance to staff in order to carry out steps in achieving goals
- Adhered to credit union policies and procedures and followed the credit union’s employee guidelines
- Established a strong team culture and enhanced teams’ overall communication
Teller Manager
U.S. Bank
11.2012 - 03.2016
- Lead role in ensuring satisfactory passing of Retail Quality Assurance assessment and operational audits
- Ensured assigned branch location complies with legal regulatory requirements established
- Prepared work schedules, provided input to performance reviews, interviewed and hired new tellers, and participated in teller training and mentoring
- Received “Stellar Teller” award every quarter based off sale referrals and customer service surveys
- Mentored teller staff of six employees to exceed quarterly sales goals and receive quarterly bonus
- Teller team ranked top three for teller referrals every month
- Received highest grade during yearly operational audit
- Enjoyed yearly luncheon with Regional manager for combined yearly 90% satisfaction rate from Gallup customer service surveys.
Personal Banker
U.S. Bank
- Created a consistent referral business by building strong rapport with both potential and existing customers
- Opened checking/savings accounts, loans, and credit cards based on analysis of customers’ needs, resources, and a thorough understanding of products and services
- Exceeded monthly sale quotas, ranked in top 20% of regional bankers, and top five district bankers
- Received “Star or Excellence” award every quarter based off sale numbers and customer service surveys
- Received yearly “Star of Excellence” award and sent on reward trip
- Promoted to conversion branch during bank purchase to help with operations and product knowledge.
Teller Supervisor
FirstMerit Bank
05.2009 - 11.2012
- Lead role in the facilitation of prescribed operational/compliance responsibilities to ensure the branch is meeting required standards
- Researched and resolved complex customer issues and/or complaints and follows through to completion
- Coached and mentored teller line staff toward achieving their sales goals
- Trained teller line staff in customer service, product knowledge, and banking procedures.
Sale Associate–Teller
TCF Bank
10.2006 - 05.2009
- Received and processed all bank transactions
- Complied with security, audit, and compliance requirements
- Cross sold all products and opened new deposit accounts
- Ranked number one sale associate in branch.
Education
Triton College
01.2013
Elmwood Park High School
01.2006
Skills
- Organizational Management
- Workflow Optimization
- Performance Monitoring
- Financial Management
- Process Improvement
- Process Improvement Strategies
- Risk Management
- High-Pressure Environments
- Cross-Functional Collaboration
- Staff Development
Timeline
Member Operations Manager
BCU
10.2022 - Current
Senior Branch Manager
Consumers Credit Union
04.2018 - 10.2022
Assistant Branch Manager
Consumers Credit Union
04.2017 - 04.2018
Teller Manager
U.S. Bank
11.2012 - 03.2016
Teller Supervisor
FirstMerit Bank
05.2009 - 11.2012
Sale Associate–Teller
TCF Bank
10.2006 - 05.2009
Personal Banker
U.S. Bank
Triton College
Elmwood Park High School
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