Kayla Tucker
Cody,NE
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in loan accounting.
Overview
12
12
years of professional experience
Work History
Branch Manager
Wells Fargo Bank
Mission, SD
07.2019 - Current
- Teach, manage, and mentor team of direct reports
- Identify and recommend opportunities for individuals to improve processes for all functions of branch to ensure accuracy, adherence to dual control procedures, and internal control processes
- Resolve issues regarding customer and team experience, risks, and growth of team to meet regional objectives
- Execute policies and procedures in alignment with all applicable laws and regulations including audit and escalation procedures
- Manage allocation of people and financial resources for branch by reviewing branch profit and loss statement, balance sheet, and income statement
- Review branch performance reports and establish plan of action to improve branch overall performance. Current branch performance 2nd out of 432 branches amongst peer group.
- Assist customers with opening new accounts, account maintenance and servicing actions, and reviewing legal documents
- Serve as branch expert for educating customers how to utilize digital services and increased branch performance of migration by 35%.
- Assessed employee performance through observations, one on one meetings, skill practices, and customer feedback.
- Maintained friendly and professional customer interactions, improved Medallia survey results by 69 points in last 2 months.
- SAFE registered. Complied with Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
Account Specialist
Farm Credit Services of America
Pierre, SD
08.2015 - 07.2019
- Maintain relationships with customers, prospects, and team members at retail office
- Handle all advertisements in newspapers and sponsorships for events
- Compile all marketing mailing lists and plan customer and non-customer events
- Process all loan servicing actions such as: re-amortizations, extensions, interest rate conversions, ordering appraisals, and ordering chattel inspections
- Responsibilities include evaluating portfolio to identify cross-selling opportunities, following up with customers regarding these opportunities, completing loan origination for assigned types of loans
- Compile information to help Financial Officers prepare for sales calls, renewals, plan and implement marketing strategies by understanding customer goals, credit strengths and weaknesses and deliver value-added/constructive financial information to assist them with their agricultural business
- Performed renewal process for lines of credit proficiently by completing UCC searches and reviewing customer credit bureau to ensure balance sheet was accurate
- Provide backup support for other Account Specialists across region and Customer Service Specialists
- Served as Account Specialist Advisor to onboard new Account Specialists within association by coaching & training hands on in their first 120 days and then continued to provide mentorship
- Served as Fusion Champion, Life Team Committee Member, and Account Specialist Learning Community Committee Member.
Customer Service Specialist
Farm Credit Services of America
Pierre, SD
03.2015 - 08.2015
- Develop and maintain effective working relationships with customers, prospects, and team members
- Handle customer transactions such as processing payments to accounts and printing statements
- Run daily deposits, scan all checks, complete wire transfer requests and mail receipts to customers
- Track and file UCC continuation notices
- Monitor non-employee access to work areas within building and check identification and work orders
- Monitor customer accounts and notify them of any overdrafts or concerns with their accounts
- Process draft orders for new and existing customers
- Responsible for lining up all employee events held in office
- Responsible for all record retention.
Service Manager
Wells Fargo Bank
Pierre, SD
05.2013 - 03.2015
- Manage teller services function to ensure prompt and efficient transaction processing
- Supervised 5 employees
- Coach and mentor tellers to reach daily sales goals by providing opportunity and strengths feedback after customer interactions
- Responsible for evaluating FTE and advertising open positions by completing JPR's, interviewing and hiring new staff
- Onboarding new tellers and setting up required training
- Perform quarterly performance reviews and administer salary and rewards
- Schedule staff to meet business and customer needs and manage vacation and sick leave
- Perform cash shipments and monitor compliance regulations
- Responsible for annual audits and successfully passing store operations control review.
Assistant Branch Manager
Wells Fargo Bank
Mission, SD
10.2012 - 05.2013
- Contributed to overall success of branch through quality leadership, customer service, risk management and sales
- Fulfilled duties of Store Manager in his/her absence
- Schedule Wells Fargo at Work offsite meetings with businesses for recruiting new customers.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Collaborated with tellers and personal bankers to exceed sales goals, finishing top 4 in state of SD.
Service Manager
Wells Fargo
, SD
07.2010 - 10.2012
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Maintained scheduling for branch to keep shifts appropriately staffed.
- Trained employees on proper procedures and strategies to improve productivity.
- Assessed employee performance and developed improvement plans.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Protected company assets with strategic risk management approaches.
Education
Bachelor of Business Administration - Human Resources Management
National American University - Rapid City
Rapid City, SDPractical Nursing Diploma - Nursing
Mid-Plains Community College
North Platte, NEHS Diploma -
Valentine Rural High School
Valentine, NESkills
- Financial Controls
- Problem Solving
- Flexible and Adaptable
- Attention to Detail
- Self-Motivated
- Dependable and Responsible
- Loan File Review
- Payment Schedule Computation
- Active Listening and Learning
- Relationship building and management
Accomplishments
- Collaborated with Diversity, Equity, & Inclusion leaders to identify system deficiencies across Wells Fargo footprint nationwide. Resolved system issue by representing the Native American community and collaborating how to change the system to allow for entry of tribal identifications nationwide.
- Service Excellence Nominee and Champion
- Star Manager Nominee
- Star Team Nominee and Champion
References
Amy Dalton
Branch Manager
Wells Fargo
605-280-7971
Relationship: Current branch manager peer and former manager
Kristin Williams
Customer Service Representative
Farm Credit Services of America
605-212-0880
Relationship: Former direct report at Wells Fargo and former coworker at Farm Credit Services of America
Stacy Kraye
Loan Accountant
Farm Credit Services of America
308-636-8383
Relationship: AS peer at Farm Credit Services of America and served on AS Learning Committee
Timeline
Branch Manager
Wells Fargo Bank
07.2019 - Current
Account Specialist
Farm Credit Services of America
08.2015 - 07.2019
Customer Service Specialist
Farm Credit Services of America
03.2015 - 08.2015
Service Manager
Wells Fargo Bank
05.2013 - 03.2015
Assistant Branch Manager
Wells Fargo Bank
10.2012 - 05.2013
Service Manager
Wells Fargo
07.2010 - 10.2012
Bachelor of Business Administration - Human Resources Management
National American University - Rapid City
Practical Nursing Diploma - Nursing
Mid-Plains Community College
HS Diploma -
Valentine Rural High School