Mary Thomas
Waco,Georgia
Summary
Diligent financial professional bringing several years of excellent performance in management roles. Strong history of meeting branch sales objectives through loan product expertise and targeted sales strategy. Seasoned Financial Management professional with proven expertise in accounting processes, systems oversight and compliance reporting. Knowledgeable about AP/AR, contract administration, budgeting and all other aspects of successful financial operations. Talented team builder and supervisor with expertise to develop and maintain consistent, accurate, and legal accounting structures.
Overview
17
17
years of professional experience
Work History
Assistant Branch Manager
Center Parc Credit Union
Savannah, Georgia
05.2020 - 12.2020
- Responsible for building client traffic, engaging and appropriately routing clients and client retention
- Responsible for processing applications, reviewing reports and working the call center to take care of member needs
- Responsible for the general look, feel and attractiveness of the center, ensuring space is leveraged to accommodate clients
- Responsible for building and maintaining camaraderie amongst center associates, while ensuring all teammates drive collectively toward financial center goals, Risk Management and Operational Excellence
- Drive operational excellence by engaging staff on business strategy and performance results
- Execute risk and service delivery strategy, and evaluate key performance indicators to identify opportunities for improvement
- Emphasize the need to exceed metrics while also focusing on long-term strategies and goals
- Adhere to and enforce internal and regulatory policies, procedures and processes
- Proactively identify and manage risk in business, product and service transactions
- Monitor client-calling activities and ensure we develop the proper client engagement
- Successfully resolve customer issues and escalations in a timely and professional manner
- Responsible for associate and member safety, Member Experience & Revenue Growth
- Know the center's member base, understand their needs and connect them with teammates who can help them with their financial needs
- Foster a client-centric environment whereby associates are accountable for delivering an exceptional member experience and exceeding member experience metrics
- Lead the lobby and choreography of member traffic including direct routing of members to specialists to help drive overall 'One Team' revenue growth
- Processed and reviewed online applications
- Ensure all appointments are assigned to the appropriate associate
- Service members using self-service technologies, such as ATMs, online banking or mobile banking
- Talent Management
- Responsible for oversight of associates in the center
- Observe, model and coach the financial center team on proper execution of risk and service strategy
- Ensure training is completed on time, and continue investment in ongoing education
- Drive associate performance through active and continuous coaching, continued education and performance plans.
Assistant Branch Manager
SunTrust Bank
Camp Springs, Maryland
02.2008 - 07.2011
- Responsible for building client traffic, engaging and appropriately routing clients and client retention
- Responsible for the general look, feel and attractiveness of the center, ensuring space is leveraged to accommodate clients
- Responsible for building and maintaining camaraderie amongst center associates, while ensuring all teammates drive collectively toward financial center goals, Risk Management and Operational Excellence
- Drive operational excellence by engaging staff on business strategy and performance results
- Execute risk and service delivery strategy, and evaluate key performance indicators to identify opportunities for improvement
- Emphasize the need to exceed metrics while also focusing on long-term strategies and goals
- Adhere to and enforce internal and regulatory policies, procedures and processes
- Proactively identify and manage risk in business, product and service transactions
- Monitor client-calling activities and ensure we develop the proper client engagement
- Successfully resolve customer issues and escalations in a timely and professional manner
- Responsible for associate and customer safety, Client Experience & Revenue Growth
- Know the center's customer base, including top clients; understand their needs and connect them with teammates who can help them with their financial needs
- Foster a client-centric environment whereby associates are accountable for delivering an exceptional customer experience and exceeding customer experience metrics
- Lead the lobby and choreography of customer traffic including direct routing of customers to specialists to help drive overall 'One Team' revenue growth
- Processed and reviewed online applications
- Ensure all appointments are assigned to the appropriate financial center associate
- Drive client relationship management and assist with sales and sales leadership
- Understand the drivers of, and opportunities to enhance, client satisfaction in the center
- Ensure tight connection with the Branch Manager and other 'One Team' leaders/partners
- Service customers using self-service technologies, such as ATMs, online banking or mobile banking
- Hold associates accountable to deliver against our revenue strategy
- Talent Management
- Responsible for oversight of associates in the center
- Observe, model and coach the financial center team on proper execution of risk and service strategy
- Ensure training is completed on time, and continue investment in ongoing education
- Drive associate performance through active and continuous coaching, continued education and performance plans.
Branch Manager 3
SunTrust Bank
Waldorf, Maryland
04.2006 - 07.2007
- Conducted performance reviews
- Interviewing and selection of candidates to fill branch positions
- Performance counseling, including making and recommending disciplinary action decisions
- Ensuring compliance with internal controls, operational procedures and risk management policies
- Cash handling transactions, as necessary
- Directing, leading and coaching of superior sales and service behaviors and activities by the entire team
- Developed and executed plans in order to meet/exceed branch sales goals while maintaining an operationally efficient and compliant branch
- Conducted sales efforts, as required, to bring in new primary relationships, while also maintaining and expanding existing personal and business banking relationships
- Processed and reviewed online applications
- Was accountable for maximizing sales, customer satisfaction, and minimizing operating losses by executing the plays and strategies outlined for the branch
- Reviewed performance results via Edge$ell, and other sources to assess performance and make necessary adjustments in team capabilities and teammate coaching
- Successfully executed The Client Execution Model plays, coaches teammates, and utilizes branch performance metrics in order to manage and measure branch success
- Conducted new client prospecting efforts to bring in new client relationships, while also maintaining and expanding existing personal and business banking relationships
- Maintained and developed relationships with existing small business customers
- Ensuring branch compliance with bank procedures, internal controls, risk management and the SunTrust Code of Conduct
- Ensured that all required training was successfully completed by the entire team.
Assistant Branch Manager
SunTrust Bank
06.2004 - 04.2006
- Responsible for building client traffic, engaging and appropriately routing clients and client retention
- Responsible for the general look, feel and attractiveness of the center, ensuring space is leveraged to accommodate clients
- Responsible for building and maintaining camaraderie amongst center associates, while ensuring all teammates drive collectively toward financial center goals, Risk Management and Operational Excellence
- Drive operational excellence by engaging staff on business strategy and performance results
- Execute risk and service delivery strategy, and evaluate key performance indicators to identify opportunities for improvement
- Emphasize the need to exceed metrics while also focusing on long-term strategies and goals
- Adhere to and enforce internal and regulatory policies, procedures and processes
- Proactively identify and manage risk in business, product and service transactions
- Monitor client-calling activities, process and review applications and ensure we develop the proper client engagement
- Successfully resolve customer issues and escalations in a timely and professional manner
- Responsible for associate and customer safety, Client Experience & Revenue Growth
- Know the center's customer base, including top clients; understand their needs and connect them with teammates who can help them with their financial needs
- Foster a client-centric environment whereby associates are accountable for delivering an exceptional customer experience and exceeding customer experience metrics
- Lead the lobby and choreography of customer traffic including direct routing of customers to specialists to help drive overall 'One Team' revenue growth
- Ensure all appointments are assigned to the appropriate financial center associate
- Drive client relationship management and assist with sales and sales leadership
- Understand the drivers of, and opportunities to enhance, client satisfaction in the center
- Ensure tight connection with the Branch Manager and other 'One Team' leaders/partners
- Service customers using self-service technologies, such as ATMs, online banking or mobile banking
- Hold associates accountable to deliver against our revenue strategy
- Talent Management
- Responsible for oversight of associates in the center
- Observe, model and coach the financial center team on proper execution of risk and service strategy
- Ensure training is completed on time, and continue investment in ongoing education
- Drive associate performance through active and continuous coaching, continued education and performance plans.
Education
Associate of Arts -
University of District of Columbia
Washington, DC01-1999
Timeline
Assistant Branch Manager
Center Parc Credit Union
05.2020 - 12.2020
Assistant Branch Manager
SunTrust Bank
02.2008 - 07.2011
Branch Manager 3
SunTrust Bank
04.2006 - 07.2007
Assistant Branch Manager
SunTrust Bank
06.2004 - 04.2006
Associate of Arts -
University of District of Columbia
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