Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kiera Wilson

Baltimore,MD

Summary

Motivated Branch Manager passionate about providing excellent customer service and exceeding expectations. Talented professional well-versed in service marketing and credit offerings. Inspires staff loyalty through strong leadership and communication skills.

Overview

25
25
years of professional experience

Work History

Assistant Director

MECU
12.2023 - Current




  • Work directly with Director and Assistant Vice President to ensure branches are effectively operating
  • Effectively Lead, Mentor and Develop employees
  • Mitigate risk by overseeing daily branch operations branches to ensuring policies and procedures are followed
  • Guide branch staff in achieving goal related to expanding member relationships and generating loan growth
  • Coach team to optimize performance and meet organizational objectives
  • Participated in and assist with developing staff training programs to minimize staff turnover and maintain high morale.
  • Assisted with recruiting, interviewing, and hiring new employees.
  • Managed and motivated employees to be engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service .
  • Cross-trained Tellers and Member Service Representatives by monitoring daily referral activities to maximize branch performance.
  • Utilize Google Suite and Microsoft Suite to conduct in person and virtual meetings
  • Send and receive emails, share calendar with employees to effectively plan workday
  • Maintain friendly and professional customer interactions.
  • Assessed employee performance and developed improvement plans.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Engaged employees in business processes with positive motivational techniques.
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.
  • Gathered and reviewed customer feedback to improve operations.
  • Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
  • Complied with Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
  • Developed prospects for new loans through weekly cold calling.
  • Submitted loan applications to loan underwriter for verification and recommendation.
  • Identified and capitalized on community business opportunities with effective networking.
  • Protected company assets with strategic risk management approaches.
  • Utilize Paylocity to maintain branch scheduling to ensure shifts appropriately staffed.

Branch Manager

Wells Fargo Bank
07.2021 - 08.2023
  • Effectively leading , managing, coaching and developing team
  • Utilize Google Suite and Microsoft Suite to conduct in person and virtual meetings
  • Send and receive emails, share calendar with employees to effectively plan workday
  • Maintain friendly and professional customer interactions.
  • Assessed employee performance and developed improvement plans.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Engaged employees in business processes with positive motivational techniques.
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.


  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
  • Gathered and reviewed customer feedback to improve operations.
  • Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
  • Complied with Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
  • Developed prospects for new loans though weekly cold calling.
  • Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance.
  • Submitted loan applications to loan underwriter for verification and recommendation.
  • Increased monthly staff retention rate after implementing new training programs.
  • Generated dramatic improvements across entire sales cycle.
  • Identified and capitalized on community business opportunities with effective networking.
  • Protected company assets with strategic risk management approaches.
  • Maintained scheduling for main branch to keep shifts appropriately staffed.

Service Manager

Wells Fargo Bank
08.2017 - 07.2021
  • Met with customers to discuss service needs and offer available solutions.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Trained 8 less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
  • Complied with established internal controls and policies.
  • Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
  • Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
  • Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
  • Recruited, interviewed, hired and trained 8 employees and implemented mentoring program to promote positive feedback and engagement.
  • Performed banking, business administration and financial tasks to guarantee five-star service for clients.
  • Prepared internal and regulatory financial reports, balance sheets and income statements.
  • Developed strategic plans for day-to-day financial operations.
  • Identified improvement changes regarding key processes for internal controls and accounting procedures.
  • Supported Branch Manager with special projects and additional job duties.
  • Resolved escalated customer issues and boosted retention rates
  • Recruited, interviewed, hired and trained 8 employees and implemented mentoring program to promote positive feedback and engagement.

Lead Teller

Wells Fargo Bank
10.2005 - 08.2017
  • Identified potential needs through observation, questioning and listening.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Mentored newly hired team members on appropriate responses to patron questions.
  • Replenished ATM funds in empty canisters prior to validation process.
  • Answered inquiries regarding checking and savings accounts and other related products.
  • Introduced customers to other bank team members to help meet financial needs.
  • Created teller schedule to keep weekly and weekend shifts properly staffed.
  • Provided customers with appropriate literature on banking products and services.
  • Maintained friendly and professional customer interactions.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Executed wire transfers, stop payments and account transfers.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Received loan and utility payments, sending funds to correct destinations.
  • Conducted regular proof work and followed up on chargebacks and deposit corrections.

Bank Teller

Wells Fargo Bank
04.2000 - 10.2005
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Reconciled cash drawer and resolved discrepancies.
  • Counted and packaged currency and coins.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Provided customer records, account statements and copies of checks.
  • Logged cashier's checks and other transactions to maintain accurate account records.
  • Placed orders for customer checks and verified starting numbers.
  • Assisted customers with compromised debit cards and issued new credentials.
  • Removed mutilated currency from circulation.
  • Stocked supplies for customers and personal teller station.
  • Educated customers on use of banking website and mobile apps.
  • Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
  • Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
  • Processed customer transactions promptly, minimizing wait times.
  • Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
  • Identified sales opportunities and referred customers to branch partners in financial services.
  • Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
  • Sold and cross-sold bank products to new and existing customers.

Education

GED -

Baltimore City Community College
Baltimore, MD

Skills

  • Effective Decision Making
  • Effective Coaching and Supervisory Skills
  • Demonstrating Technology
  • Cash Management
  • Knowledge of Consumer Products and Solutions
  • Staff Training
  • Proficient in MS Office, MS Suite and Google Suite
  • Multitasking
  • Goals and Performance
  • Staff Management
  • Adhere to Federal Regulations
  • Operations Management
  • Risk Management Expertise
  • Pay Attention to Detail
  • Adhere to Regulatory Compliance
  • Excellent Team Leadership
  • Strong Interpersonal Skills
  • Relationship Management
  • Information Security
  • Excellent Communication and Time Management Skills
  • Employee Development
  • Bank Security Expertise
  • Conflict Resolution

Timeline

Assistant Director

MECU
12.2023 - Current

Branch Manager

Wells Fargo Bank
07.2021 - 08.2023

Service Manager

Wells Fargo Bank
08.2017 - 07.2021

Lead Teller

Wells Fargo Bank
10.2005 - 08.2017

Bank Teller

Wells Fargo Bank
04.2000 - 10.2005

GED -

Baltimore City Community College

Similar Profiles

CREATE PROFILE
Kiera Wilson