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
Baltimore, MD
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
Baltimore, MD
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
Baltimore, MD
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
Baltimore, MD
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
Catonsville, MD
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, MDSkills
- 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