KELSIE FROEHLER

Seasoned financial and insurance leader with extensive expertise at USAA, BBVA, and Navy Federal Credit Union. Adept in regulatory compliance, customer service excellence, and strategic problem resolution, leveraging advanced Microsoft Office skills and SHRM certification to drive team performance and operational efficiency. Passionate about mentoring and fostering innovative solutions to enhance client satisfaction and business outcomes.

• Diamond Award Winner 2022
• Made for Excellence Award September 2022
• Making a Difference Award May 2021

Diamond Award Winner 2022, Made for Excellence Award September 2022, Making a Difference Award May 2021, Trained new tellers on branch operations, cash management, and regulatory compliance, Oversaw multi-currency operations, ensuring adequate funds for business needs through precise forecasting and analysis., Fostered a culture of compliance, guiding tellers to adhere to federal regulations and company policies., Developed comprehensive training programs for new tellers, enhancing their proficiency in branch operations and regulatory compliance., Streamlined cash management processes, significantly reducing errors and improving operational efficiency., Monitored banking associate calls for regulatory compliance, delivering comprehensive reports on error patterns to management for strategic improvements., Contributed to policy development, ensuring alignment with federal and company regulations while fostering a culture of compliance among team members., Developed detailed compliance error reports, enabling management to implement targeted training programs and enhance overall service quality., Proposed and implemented new quality assurance metrics, leading to more effective performance evaluations and improved customer satisfaction.

• Performed administrative duties to include interviewing and selecting new hires, onboarding new hires, performing checkins and coaching with employees through regular meetings, relaying and detailing performance results to upper management, and running daily operations for insurance teams
• Participated in a rotation with human resources that entailed providing detailed reports about potential employment prospects to ensure ideal candidates for roles were selected for interview, screening potential hires via phone, and participating in the talent selection process for internal hires
• Led weekly team meetings to ensure team was disseminated up to date information on compliance and other operational information