John Harshman
Spokane,WA
Summary
I am a proactive and dedicated professional with extensive experience in the financial services industry. As a leader at Boeing Employee Credit Union, I excel in driving team performance, fostering collaboration, and implementing innovative solutions to enhance member experience. My commitment to continuous improvement and staff development is evident through initiatives that streamline processes and elevate service standards. I leverage data analytics to target key member segments, driving sales success and achieving organizational goals.
Overview
9
9
years of professional experience
Work History
Lending Solutions Manager
BECU
02.2022 - Current
- Directed the team, ensuring adherence to BECU standards and regulatory requirements.
- Led complex compliance audits and fostered a culture of transparency and accountability, which has led to the fewest number of compliance findings for any team in the last 7 months.
- Provided ongoing coaching, mentoring, and training to staff, enhancing their performance and morale.
- Conducted timely evaluations and offered constructive feedback.
- Performed a deep dive into declined loans and provided follow-up training to ensure specialists engage in advice-led conversations that set members up for success.
- Led key projects, including the Quick Assist rollout and competency matrix rewrite.
- Created and implemented a new mentor program aimed at maximizing staff development.
Technical Support Analyst Manager
BECU
02.2020 - 01.2022
- Managed day to day member facing servicing of portals and transfer systems, including: online banking, mobile app, Zelle, external transfers, bill pay and high speed deposits.
- Partnered with various departments to address gaps affecting member experience.
- Implemented process enhancements and product rollouts, including Business Online Banking, Quick Save and Master Card 3DS.
Contact Center Supervisor
BECU
09.2016 - 01.2020
- Helped 17 different members of my team developed for their next role in the organization.
- Acted as a staff liaison to our Learning and Development team, to ensure staff were equipped with the proper knowledge, skills and abilities to do their job.
- Had an almost perfect coaching survey and leadership index score of 99.5% during tenure in this role.
Education
Master of Science - Exercise Science
Eastern Washington University
Cheney, WA06-2009
Bachelor of Arts - Communications
George Fox University
Newberg, OR06-2000
Skills
- Managerial Leadership
- Cross-functional team coordination
- Teamwork
- Staff Development
- Sales support
- Problem Solving
Timeline
Lending Solutions Manager
BECU
02.2022 - Current
Technical Support Analyst Manager
BECU
02.2020 - 01.2022
Contact Center Supervisor
BECU
09.2016 - 01.2020
Master of Science - Exercise Science
Eastern Washington University
Bachelor of Arts - Communications
George Fox University
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