Laurie Lawson

Reporting to the Vice President of Retail Operations, the Field Operations Coordinator creates and oversees the implementation of tools and resources utilized in the branches with the aim of enhancing operational effectiveness and member experience. The Field Operations Coordinator is responsible for working with assigned branches to identify operational solutions that will improve productivity, service and the effectiveness of the team. The FOC is responsible for recommending, and executing the strategies in conjunction with Retail Operations, Compliance, Learning & Development, and various other departments. The position is responsible for interacting with appropriate areas of the credit union to ensure their designated branches operational issues’ are resolved efficiently and accurately.

ESSENTIAL FUNCTIONS, IN PRIORITY ORDER (Majority of duties, but not meant to be all inclusive or prevent other duties from being assigned as necessary)

1. Responsible for providing operational support to assigned branches. Travels to assigned branches to inspect and coach to policies and procedures. Assist management with maintaining routine operational compliance, including adherence to duties to complete Quarterly Branch Assessment, security, retention, monitoring required reports, and balancing policies and procedures. Supports basic compliance adherence for example, to assist in the response to branch risk assessments. Time: 65%
2. Responsible for monitoring trends and providing direction and participation in improvement of branch results for consumer loan audits, new account audits, business account audits, OFAC, etc. Time: 15%
3. Identifies individual and group training needs based on field observation, and communicates and administers feedback to Learning and Development. Time 10%
4. Works closely with Retail Operations and Regulator and Legal to stay current with updated procedures and making recommendations that align with front line perspective. Time: 5%
5. Assume special projects or duties as assigned. Time: 5%

• Devised and implemented processes and procedures to streamline operations.
• Maintained database systems to track and analyze operational data.
• Developed and updated tracking spreadsheets for process monitoring and reporting.
• Generated reports detailing findings and recommendations.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Conducted regular reviews of operations and identified areas for improvement.
• Monitored team performance to assess training requirements and areas in need of improvement.

• Helped lead a retail team in an underperforming banking center to surpass goal of $2m in consumer lending from $700,000 in August to $2,344,000 by December 3 1, 2019
• Quickly became familiar with client base and worked hard to make clients feel welcome through staff transition
• Performed daily sales of consumer banking products and input loan applications
• Assisted branch manager of banking center with full knowledge of operations and auditing
• Assisted a team of bankers with strategies for quick growth in lending and deposit opportunities
• Worked extremely well with other business partners to provide solid referrals to lines of business, especially Commercial lending, Private Banking and Mortgage
• Certified as a mentor for other bankers and new hires in our region; serve as on-boarding expen for new employees and resource for existing staff for policies and procedures
• Evaluated performance on a constant basis, providing coaching and guidance as needed
• Annually prepared and gave formal written performance appraisals
• Perform monthly and quarterly audits of the Financial Center to ensure all policy and procedures are followed
• President of ACE comm ittee.

• Schedule closings
• Problem solve and resolve titling issues
• Process all incoming real estate sales and refinances
• Order inspections, estimates, repairs
• Work with realtors to complete all processing aspects of selling a home.
• Received and reviewed incoming documents and materials

• Developed the CSR/FSR staff through training and coaching for premier customer care
• Participated in the selection and on-boarding of new employees
• Evaluated performance on a constant basis, providing coaching and guidance as needed
• Annually prepared and administered formal written performance appraisals
• Performed as the resource for CSR/FSR staff, finding solutions to customer issues and ensuring staff is up to date on financial center procedures and policies
• Performed daily office/operational responsibilities, delegating staff as appropriate and keep the Financial Center Manager updated on the operation of the office
• Partnered with the RRAM team to keep current on all policy and procedures and communicating all changes to staff to keep up to date
• Performed monthly and quarterly audits of the Financial Center to ensure all policy and procedures are followed.

• Confident in the selling and writing of insurance, troubleshooting client records, balancing accounts payable/ receivable
• Licensed in property and casualty insurance, cenified in bank loans
• Expert in customer service and data entry and efficient administrative assistance.

• Organized and coordinated the daily activities of multiple special needs children
• Stood in as substitute teacher on short notice when the assigned educator was unavailable.

• Helped create and manage a very large cancelation database Of paper subscriptions at Hesburgh Library
• Designated special projects manger due to development of exceptional vendor rapport over several years of service
• Managed accounts payable/ receivable, troubleshot claims processing, and coordinated the checkin of multiple books, serials and periodical.