KELLIE L LABADIE
Ann Arbor,MI
Summary
Top-performing Senior Relationship Banker with extensive experience in retail banking, financial services, and customer relationship management. Demonstrated ability to build and maintain long-term client relationships through trust-based advising and personalized financial solutions, while consistently achieving and exceeding sales goals. Proven success in identifying customer needs and effectively cross-selling banking and wealth products to support financial growth and retention, including personally closing over $700,000 in loan volume. Highly skilled in explaining complex financial concepts in a clear, customer-friendly manner to enable informed decision-making. Brings a strong background in loan origination, mortgage support, and regulatory compliance, including CFPB guidelines, and is recognized for exceptional communication skills, interpersonal effectiveness, and a consistent commitment to delivering outstanding customer service.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Senior Relationship Banker / Licensed Banker
Old National Bank
Dexter, MI
08.2022 - Current
- Nurtured strategic partnerships with clients to enhance overall satisfaction and retention rates.
- Provided expert advice on financial solutions to align with clients' unique needs and objectives.
- Facilitated client engagement by assessing needs and suggesting tailored banking solutions to optimize service offerings.
- Managed end-to-end consumer loan origination for personal home equity and auto loans, ensuring compliance and customer satisfaction.
- Collaborated with clients to present fixed annuities and life insurance products via LPL, ensuring tailored financial planning.
Member Service Representative
TRUE Community Credit Union
Saline, MI
01.2019 - 08.2022
- Assisted Members with inquires and account management, ensuring proper resolution of issues.
- Processed member transactions accurately, enhancing overall member satisfaction.
- Educated members on services and products to promote engagement and retention.
- Collaborated with team members to improve service delivery and streamline operations.
- Loan origination – Personal, Home Equity, Auto, PPP, and Michigan Saves loans.
- Ambassador for the Saline Chamber of Commerce.
Client Experience Specialist / CFPB Compliance
Home Point Financial Corporation
Ann Arbor, MI
08.2016 - 09.2018
- Delivered superior client experiences by leveraging strategic communication skills and analytical problem-solving capabilities.
- Achieved high client satisfaction by resolving inquiries and escalations efficiently. Delivered timely solutions that addressed client needs. Crafted thorough responses to CFPB regarding client complaints, enhancing overall service quality.
- Enhanced client satisfaction through timely resolution of issues and provision of customized solutions.
- Collaborated with cross-functional teams to streamline communication and resolve client inquiries efficiently.
- Trained new team members on best practices for client interaction and issue resolution protocols.
- Led initiatives to optimize workflows, resulting in reduced response times for client requests.
- Implemented quality assurance measures, ensuring adherence to company standards and policies in client interactions.
- Served as a trusted advisor, providing strategic guidance and support to clients throughout their engagement with the company.
Relationship Banker Float
Talmer Bank & Trust
Ann Arbor, MI and Brighton, MI
07.2015 - 08.2016
- Cultivated strong relationships with clients, enhancing customer satisfaction and retention.
- Developed tailored financial solutions to meet diverse client needs.
- Educated clients on banking products and services, promoting financial literacy.
- Led initiatives to improve branch performance through targeted marketing strategies.
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
- Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.
- Increased cross-selling success by proactively identifying client needs and suggesting appropriate financial solutions.
- Facilitated customer transactions, including deposits, withdrawals and transfers.
- Participated in ongoing professional development opportunities to remain current in industry best practices and continually improve service provision.
Relationship Banker
Flagstar Bank
Northville, MI
10.2014 - 06.2015
- Developed and maintained strong customer relationships to enhance satisfaction through personalized banking solutions and proactive engagement.
- Facilitated client navigation of financial products to align with personal financial goals.
- Guided customers in utilizing digital banking tools to improve overall satisfaction and streamline processes.
- Assessed client financial profiles to provide tailored service and product recommendations.
Personal Banker /Office Administrative Assistant
United Bank & Trust
Ann Arbor, MI
03.2007 - 08.2014
- Engaged with clients to assess financial needs and deliver customized banking solutions that align with their goals.
- Executed account opening and closing procedures, guaranteeing compliance with applicable regulations and internal guidelines.
- Evaluated customer transactions to uncover potential cross-selling opportunities for banking products and services.
- Facilitated training and mentorship for junior staff to elevate team performance.
- Engaged clients with strong interpersonal communication, fostering trust and promoting lasting professional relationships.
- Facilitated customer account management by overseeing setup and closure processes. Led efforts in processing loan applications for clients. Championed the onboarding of new services for customers.
- Facilitated efficient processing of deposits, withdrawals, and wire transfers to enhance client banking experiences.
- Collaborated with managers to implement strategies that optimized branch operations.
- Executed targeted marketing strategies to expand client base through new financial product offerings.
Relationship Banker
Bank of Ann Arbor
Ann Arbor, MI
10.2004 - 01.2007
- Fostered robust customer relationships by delivering tailored banking solutions and initiating proactive outreach.
- Facilitated client navigation of financial products to align with personal financial goals.
- Demonstrated digital banking tools to customers, focusing on maximizing user experience and increasing efficiency.
- Assessed client financial profiles to provide tailored service and product recommendations.
Member Service Representative /Senior Administrative Assistant
University Of Michigan Credit Union
Ann Arbor, MI
07.1999 - 10.2004
- Assisted members with account inquiries and transactions, enhancing overall member satisfaction.
- Processed loan applications and resolved discrepancies, ensuring accuracy and compliance with credit union policies.
- Educated members on financial products and services, fostering informed decision-making and product utilization.
- Coordinated efforts with team to refine service delivery processes, resulting in improved member interaction efficiency.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Facilitated account management for members by updating personal information and establishing automated payment systems.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
Education
Associate of Science - Dental Assisting
Washtenaw Community College
Ann Arbor, MI05.1990
Skills
- Loan origination
- Wealth management
- Creative thinking
- Cash handling
- Relationship building and management
- Financial advising
- Teamwork and collaboration
- Customer service
- Attention to detail
- Reliability
- Effective communication
Certification
- NMLS #846490
- Life Insurance License
Timeline
Senior Relationship Banker / Licensed Banker
Old National Bank
08.2022 - Current
Member Service Representative
TRUE Community Credit Union
01.2019 - 08.2022
Client Experience Specialist / CFPB Compliance
Home Point Financial Corporation
08.2016 - 09.2018
Relationship Banker Float
Talmer Bank & Trust
07.2015 - 08.2016
Relationship Banker
Flagstar Bank
10.2014 - 06.2015
Personal Banker /Office Administrative Assistant
United Bank & Trust
03.2007 - 08.2014
Relationship Banker
Bank of Ann Arbor
10.2004 - 01.2007
Member Service Representative /Senior Administrative Assistant
University Of Michigan Credit Union
07.1999 - 10.2004
Associate of Science - Dental Assisting
Washtenaw Community College