Matthew Hawthorne
Summary
Results-driven professional with 10 years of experience in the banking industry, specializing in customer relations, process optimization, and regulatory compliance. Known for strong analytical skills and attention to detail, with a proven ability to manage complex operations in fast-paced, highly regulated environments. Excited to bring a decade of business acumen and efficiency expertise to the medical manufacturing field, contributing to process improvement and organizational excellence in a mission-driven industry.
Overview
13
13
years of professional experience
Work History
SBA Loan Processor
First Internet Bank
Fishers, IN
01.2025 - Current
- Prepared loan documents including promissory notes, deeds of trust, mortgage insurance policies and truth-in-lending statements.
- Reviewed appraisals to ensure accuracy of value estimates.
- Performed detailed calculations to verify income, assets, liabilities and other data provided by applicants.
- Adhered strictly to company policies when completing tasks associated with loan processing duties.
- Communicated with customers via telephone or email to obtain additional documentation required for loan processing.
Assistant Branch Manager
Centier Bank
Westfield, IN
04.2024 - 01.2025
- Verified loan accuracy of documents related to loan processing activities.
- Coordinated with other departments within the bank to meet customer needs.
- Analyzed competitors and market trends to facilitate business growth.
- Managed and trained team members to enhance audit department performance and increase operational efficiency.
- Created sales action plans to consistently meet employee retention, profit, customer experience and lending goals.
Assistant Branch Manager
Crane Credit Union
Bedford, IN
10.2023 - 02.2024
- Actively promote and sell all Crane products and services while providing exceptional service.
- Provided leadership and direction to staff members in order to ensure efficient operations of the branch.
- Conducted performance reviews, monitored employee goals, and provided feedback and coaching as necessary.
- Developed strategies for increasing customer satisfaction levels and improving service quality.
- Assisted in developing budgets for the branch and monitoring expenses against budget projections.
- Supervised teller duties including balancing cash drawers and verifying accuracy of transactions.
Assistant Virtual Member Center Manager (Remote)
Industrial Federal Credit Union
Lafayette, IN
06.2023 - 10.2023
- Educated members on variety of loan products and available credit options to promote valuable decision-making.
- Reviewed budgetary data for accuracy and consistency with goals and objectives.
- Facilitated team goal achievement through empowering leadership.
- Trained and coached team members in procedures, compliance standards and performance strategies.
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect Credit Union reputation.
Relationship Banker
The National Bank of Indianapolis
Indianapolis, IN
08.2020 - 06.2023
- Addressed inquiries from clients and department team members.
- Compiled new customer information to open accounts and loans, collecting and verifying necessary documentation.
- Modified, opened and closed customer accounts.
- Participated in training and mentoring of new associates, assisting with onboarding .
- Resolved discrepancies concerning customers' accounts, improving client satisfaction.
- Collaborated with mortgage and wealth management partners to assist customers with specialized needs.
- Integrated marketing promotions and programs into conversations to educate and inform customers.
- Notified customers of delinquent loan accounts with attempt to collect outstanding amounts.
Commercial Account Manager
Installed Building Products
Indianapolis, IN
08.2019 - 08.2020
- Performed risk exposure analysis and annual reviews of accounts, increasing retention of current clients.
- Prepared financial agreements and invoiced transactions for client accounts.
- Managed Indiana territory; liaison for National third party vendors.
- Maintained relationships with large corporate chains and independently owned businesses.
- Successfully dispatched and reprioritized service calls for commercial service crews.
- Responsible for collecting payment in full for all “COD” accounts within 5 business days.
Facilities and Accounting Coordinator
EHOB Incorporated
Indianapolis, IN
01.2017 - 08.2019
- Collaborated with Accounts Receivable Department to assist with collection efforts on past due and delinquent accounts.
- Followed all corporate procedures and policies by accurately documenting accounts payables and accounts receivables processes.
- Investigated and resolved billing issues to maximize cash flow and minimize liabilities.
- Developed staff expense and reimbursement tracker to reduce user errors and increase reporting accuracy.
- Managed event planning for company events with 150+ attendees to promote employee appreciation, drive sales meetings, and demonstrate client appreciation.
Quality Assurance Team Lead
Walmart eCommerce
Indianapolis, IN
06.2015 - 01.2017
- Used quality monitoring data management systems to compile and track performance at team and individual levels.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Collaborated with management to discuss effective plans for resolving major quality problems.
- Initiated change management practices to create new revenue streams and increase operational efficiencies.
- Secured positive customer experiences while executing effective quality assurance practices.
Universal Banker
Key Bank
Indianapolis, IN
09.2012 - 06.2015
- Helped customers understand and use technical tools such as mobile applications and online banking.
- Built positive relationships with center of influences to produce client referrals.
- Maintained cash drawer by following exact procedures for transactions and strong security protocols.
- Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
- Set up new accounts and services for customers and explained important restrictions, benefits and requirements of each.
- Helped customers open/close accounts, apply for loans, making sound financial decisions.
Skills
- Critical Thinking
- Reliable & Trustworthy
- Friendly, Positive Attitude
- Project Management
- Active Listener
- Collaborative team player
Timeline
SBA Loan Processor
First Internet Bank
01.2025 - Current
Assistant Branch Manager
Centier Bank
04.2024 - 01.2025
Assistant Branch Manager
Crane Credit Union
10.2023 - 02.2024
Assistant Virtual Member Center Manager (Remote)
Industrial Federal Credit Union
06.2023 - 10.2023
Relationship Banker
The National Bank of Indianapolis
08.2020 - 06.2023
Commercial Account Manager
Installed Building Products
08.2019 - 08.2020
Facilities and Accounting Coordinator
EHOB Incorporated
01.2017 - 08.2019
Quality Assurance Team Lead
Walmart eCommerce
06.2015 - 01.2017
Universal Banker
Key Bank
09.2012 - 06.2015