Katina Ward
Ocean Isle Beach ,NC
Summary
Dynamic banking professional with proven expertise in operations management and team development at 1st Franklin Financial. Successfully enhanced customer satisfaction through effective communication and compliance management, while driving loan portfolio growth. Adept at evaluating loan applications and fostering a high-performing team environment to achieve strategic objectives.
Overview
20
20
years of professional experience
Work History
Assistant Branch Manager
1st Franklin Financial
06.2015 - Current
- Assisted in daily branch operations, ensuring adherence to company policies and procedures.
- Executed customer service initiatives, enhancing client satisfaction and retention.
- Supported loan processing activities, verifying documentation for compliance and accuracy.
- Collaborated with team members to streamline operational workflows, improving efficiency.
- Trained new staff on branch protocols, fostering a knowledgeable and capable team environment.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Reviewed credit applications for risk factors and credit worthiness.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Played a key role in growing the branch''s loan portfolio through proactive client outreach and relationship management efforts.
- Maintained friendly and professional customer interactions.
- Consulted customers to boost product sales and services.
- Examined customer loan applications for loan approvals and denials.
- Submitted loan applications to underwriter for verification and recommendation.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Managed risk effectively through strict adherence to compliance guidelines, minimizing financial losses due to fraud or errors in transactions.
Branch Manager
National Finance Company/ Western Shamrock
08.2006 - 06.2015
- Directed daily operations ensuring compliance with financial regulations and company policies.
- Supervised branch staff, fostering a team-oriented environment and enhancing employee performance.
- Implemented process improvements to increase efficiency in loan processing and customer service delivery.
- Analyzed branch performance metrics, identifying trends to inform strategic decision-making and drive growth.
- Established strong relationships with clients, addressing concerns and enhancing satisfaction through effective communication.
- Managed risk assessment procedures, minimizing potential losses while maintaining operational integrity.
- Collaborated with upper management on strategic initiatives to expand market presence and improve service offerings.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
Education
High School Diploma -
Aynor High School
Aynor, SC06.1991
Skills
- Banking
- Operations management
- Business development
- Team development
- Compliance management
- Operational efficiency
- Account management
- Loan application evaluation
- Account analysis
- Loan expertise
Timeline
Assistant Branch Manager
1st Franklin Financial
06.2015 - Current
Branch Manager
National Finance Company/ Western Shamrock
08.2006 - 06.2015
High School Diploma -
Aynor High School