JUSTIN COOPER

• Implemented process changes that saved the business over $1,000,000 in annual expenses.
• Implemented process improvements that streamlined operational workflows.
• Analyzed complex financial documents to assess clients' intended business and profitability potential.
• Developed training materials that enhanced team productivity and streamlined department efficiency.
• Trained new staff in relevant processes and procedures.

.Top performer who stayed in top 5% company wide for loans funded per month and CSAT/OSAT customer satisfaction surveys.

• Managed team of processors to consistently achieve daily, weekly, and monthly productivity goals.
• Coached processors to enhance daily productivity, ensuring alignment with department goals for loans funded per month.
• Conducted weekly sales meetings to communicate team performance and identify focus areas for achieving weekly and monthly goals.
• Created training materials to ensure processors stayed up to date on process changes.
• Provided guidance on product features and banking services.

• Provided superior customer service that often exceeded the expectations of our high net worth clients
• Cross-sold bank products to enhance client portfolios and ensure access to optimal banking and credit card options
• Worked in a high stress call center environment and was highly successful in our highest monitored metrics (adherence & overall customer service experience)
• Developed training documents to streamline onboarding process for new employees in department

• Analyzed and tracked student data using Microsoft Excel to ensure that students were showing growth towards their individual end of year goals
• Developed engaging lessons using Microsoft PowerPoint that catered to diverse learning levels, fostering student success
• Coordinated Math department's adaptation to curriculum changes, ensuring compliance with county pacing guidelines among teachers
• Mentored co-workers to help them improve content knowledge and student proficiency
• Utilized networking, communication, and accounting skills to create and manage multiple after-school activities, enhancing student engagement
• Coached an athletic team that had not won in years to several victories by changing the playing style to better meet the strengths of our team/players

• Processed deposits, withdrawals, payments, and cash advances while consistently achieving balancing goals
• Cultivated customer relationships to identify needs and promote targeted products, contributing to business growth
• Supported vault and ATM balancing processes to ensure accuracy and compliance
• Completed CUEP training program through Florida State College of Jacksonville

• Analyzed branch reports and financial statements to pinpoint opportunities for profitability through upsells and inventory management
• Evaluated branch performance and profit and loss statements to strategize sales and marketing initiatives aimed at revenue growth
• Resolved daily rental challenges to meet customer needs while controlling overhead costs

• Achieved weekly referral and sales goals, enhancing team collaboration
• Trained and coached new employees to identify opportunities for strengthening customer relationships
• Educated customers on beneficial products and services to enhance their relationship with the financial institution

• Processed customer loan applications and assessed credit reports and debt-to-income ratios to recommend approval or denial of consumer loans
• Ensured accurate completion of loan documents through thorough review and verification
• Took ownership of customer problems and researched accounts using multiple systems and problem-solving skills to resolve customer issues
• Collaborated with management to identify and implement process improvements for greater efficiency
• Completed MERIT training program offered thru VyStar and Florida State College of Jacksonville to improve my knowledge of credit union processes and procedures