Kyle Gould
Escanaba,MI
Summary
Accomplished Branch Manager with a proven track record at Great Lakes First Federal Credit Union, enhancing member satisfaction and streamlining operations for efficiency. Expert in financial transactions and adept at relationship building. A strong work ethic and a focus on mentoring teams for peak performance mark my leadership. I strive to cultivate the team so we can succeed together, with each person contributing their unique skills and perspectives to the whole.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Member Service Representative II
Peninsula Federal Credit Union
11.2023 - Current
- Provide exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
Branch Manager
Great Lakes First Federal Credit Union
06.2022 - 11.2023
- Improved member satisfaction ratings by enhancing service quality and resolving issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol.
Consumer Loan Officer
Great Lakes First Federal Credit Union
03.2022 - 06.2022
- Reviewed credit reports thoroughly before making lending decisions, ensuring that all relevant information was considered when assessing risk levels associated with a specific borrower profile.
- Assisted customers in selecting appropriate loan products based on their financial needs and goals.
- Maintained compliance with federal regulations, ensuring proper documentation and adherence to guidelines throughout the loan process.
Member Service Representative
Great Lakes First Federal Credit Union
07.2020 - 03.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring member satisfaction at all times.
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
Guest Service Representative
The Store Gas Station
01.2011 - 01.2021
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
Education
Bachelor of Science - Finance
Western Governors University
Salt Lake City, UT09-2026
High School Diploma -
Norway Vulcan Area Schools
Norway, MI05-2013
Skills
- Customer relationships
- Excellent time management skills
- Relationship building and management
- Financial transactions
- Verbal/written communication
- Decision-making
- Coaching and mentoring
- Excellent work ethic
Certification
Bank Secrecy Act Compliance Specialist
Timeline
Member Service Representative II
Peninsula Federal Credit Union
11.2023 - Current
Branch Manager
Great Lakes First Federal Credit Union
06.2022 - 11.2023
Consumer Loan Officer
Great Lakes First Federal Credit Union
03.2022 - 06.2022
Member Service Representative
Great Lakes First Federal Credit Union
07.2020 - 03.2022
Guest Service Representative
The Store Gas Station
01.2011 - 01.2021
Bachelor of Science - Finance
Western Governors University
High School Diploma -
Norway Vulcan Area Schools
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