Kasi Harmsen

· Supervise daily imaging and workflow operations, balancing high-volume work queues to ensure efficient, accurate processing that meets service-level deadlines.

· Maintain operational controls, procedures, performance measures, and quality standards to safeguard document integrity and support regulatory compliance.

· Develop and refine department procedures to support consistent, reliable imaging and workflow operations.

· Research processing exceptions and resolve workflow and documentation issues to maintain accuracy and timeliness.

· Prepare documentation to support reporting and audit requests.

· Serve as Information Technology liaison, recommending improvements and coordinating system and procedure changes.

· Improve customer satisfaction by responding promptly to inquiries, addressing concerns, and delivering effective solutions.

· Conduct staff performance evaluations, identify areas for improvement, and guide professional development plans while fostering a positive, professional work environment.

Led daily operations across multiple branch locations, adapting quickly to changing staffing, member, and transaction needs while ensuring timely task execution and effective resource allocation.

· Ensured compliance with credit union policies and banking regulations, guiding team members on operational procedures and exception handling for accurate execution.

· Strengthened staff competency through regular training sessions, boosting productivity across branch operations.

· Resolved complex member issues promptly, reinforcing service standards and improving member satisfaction ratings.

· Delivered personalized banking solutions tailored to each member's financial goals.

· Reviewed branch performance to identify opportunities to improve efficiency and the member experience.

· Implemented risk management strategies and conducted regular financial reviews and audits, identifying and resolving discrepancies to minimize potential losses.

· Managed multiple priorities with minimal supervision while consistently meeting deadlines.

-Oversaw daily branch operations, including transaction review, cash balancing, exception resolution, and completion of time-sensitive operational activities.

-Maintained thorough and accurate branch records in accordance with company standards, audit expectations, and applicable regulatory requirements.

• Monitored for fraud or unusual activity to help protect our customers and their accounts.

-Built professional client relationships by assessing financial needs, explaining relevant products and services, and coordinating appropriate solutions.

-Partnered with operations, compliance, and service teams to research discrepancies and meet critical processing deadlines.

-Used sound logic and de-escalation techniques to resolve difficult problems effectively.

-Took ownership of decisions, actions, and outcomes, delivering on commitments to customers with integrity and reliability while ensuring employees uphold high standards.

-Focused on the most critical and impactful activities to achieve business objectives, balancing customer needs with employee workload.

-Maintained productive connections through active listening, effective communication, and genuine rapport, with a focus on understanding others' needs.