Merissa Anderson
Las Vegas,Nevada
Summary
Talented Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with a charismatic style and insightful approach. Background includes 12 years+ of customer service in the banking industry with nine years spent in the credit union industry. Organized, proactive, and flexible team player with excellent multitasking and time management skills, looking to grow within the organization.
Overview
20
20
years of professional experience
Work History
Training Specialist
Create Credit Union
Las Vegas
02.2020 - 10.2021
- Conduct various training sessions to assess skill levels and areas of strength and weakness both virtually and in-person.
- Develop new training plans and programs such as online modules, interactive software.
- Evaluate success of training programs and recommend improvements to upper management to enhance effectiveness.
- Prepare videos modules for online and remote instruction.
- Provide constant training to staff on newly developed training programs, including online modules, interactive software used in classrooms.
- Document participation and evaluate grasp of material for each participant.
- Assist in analyzing and assessing training and development needs for the organization's, various departments and individuals.
- Utilize cross-training techniques to boost productivity and develop each team member's individual skills set.
- Produce practice exams, exercises and interactive videos.
- Work with Project Management Team to develop training plans for new product implementation.
- Coordinate training schedule for new product/process roll outs.
- Maintain and resolve training requests submitted through the JIRA service request system.
EServices Member Care Representative
Create Credit Union
Las Vegas, NV
07.2019 - 02.2020
- Assisted with requests and escalations from members and other departments and handles said scenarios in organized and timely manner.
- Assisted with requests and escalations from members and other departments and handles said scenarios in an organized and timely manner.
- Reviewed and responded to 20+ daily member correspondences through a secured online messaging system.
- Evaluated member information to explore issues, developed potential solutions, and maintain high-quality service.
- Maintained accurate and current member account data with manual forms processing and digital information updates.
- Demonstrated great attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
- Assisted with processing consumer new account online applications.
Financial Operations Specialist
Create Credit Union
Las Vegas, NV
02.2019 - 07.2019
- Reviewed and processed 100+ daily ATM and Mobile deposits for approval and made adjustments to consumer accounts as needed.
- Worked with the Fraud and Anti Money Laundering Department to uncover any potential fraud risks related to ATM and Mobile deposits.
- Settled file errors for loan payments processed by a third party vendor
- Processed ATM deposit disputes.
- Processed outgoing and incoming wires for front-line staff and support departments.
- Assisted with processing Garnishments and Levy's and gathering documents for court ordered subpoenas.
- Assisted with reviewing and approving IRA contributions and distributions
- Assisted with mail sorting and courier services as needed.
Retail Service Rep/New Accounts Specialist
Create Credit Union
Las Vegas, NV
09.2016 - 02.2019
- Reviewed 200+ monthly consumer online new account applications per month to determine membership eligibility.
- Responded to non member inquiries via telephone and email.
- Copied, logged and scanned supporting new account documentation.
- Educated perspective members on different products and services offered by CCCU.
- Kept up with current online fraud trends and ensured all company policies were followed when validating membership applications.
- Tracked consumer loan applications initiated by 3rd party partner, Lending Solutions Inc (LSI) on a daily basis.
- Tracked and reported consumer loan applications submitted by Financial Service Representatives on a monthly basis.
- Assisted with building and implementing a web application for consumer new account applications.
- Cross-trained all impacted staff on proper usage of the new accounts web application.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
- Assisted members with setting up or closing accounts, completing loan applications and signing up for new services.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about members' financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Executed wire transfers, stop payments and account transfers.
Sr. Personal Financial Assistant - Call Center
Create Credit Union
Las Vegas, NV
11.2012 - 08.2016
- Conducted outbound wellness calls, to inform members of current promotions, account changes, and additional services that may be beneficial according to their financial needs.
- Assisted with requests and escalations from members as well as other departments and ensured that said scenarios were handled in an organized timely manner.
- Assembled training materials for new hires.
- Assisted with on-boarding new hires and conducting side-by-side shadowing to ensure job competencies were understood and carried out accurately.
- Provided staff coaching, mentoring and consultation to enhance performance and professional development.
- Conducted monthly meetings to cross train employees on latest policy changes within the organization.
- Originated and funded consumer loans such as auto loans, personal lines of credit, credit cards, Home Equity Loans/Lines of credit.
- Reviewed consumer applications submitted by call center agents to ensure all required information was obtained before submitting to underwriting for review.
- Served as support to Manager and Regional Manger by running the floor in their absence as well as completing assigned tasks/projects by the deadline given.
- Assisted with opening new accounts through virtual branch and front line branch levels.
- Conducted a daily audit of completed consumer loan packets to ensure all necessary documentation was collected and verified (100+ packets a month).
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
Vault Teller
MoneyTree Inc
Las Vegas, NV
06.2006 - 07.2012
- Accountable for recording and processing basic teller transactions.
- Balanced teller tills and branch vault on a daily basis.
- Projected net cash needed/used for the following day and ordered accordingly.
- Assisted customers with any issues regarding loan qualifications and made sure the terms were explained clearly.
- Assisted customers with wire transfers, money orders, and check cashing while still upholding legal guidelines and qualifications.
- Assisted customers over the phone with inquiries about accounts and worked to resolve all issues in house.
- Assisted with training and on-boarding new hires.
- Conducted random audit of teller tills, vault and loan packets to ensure branch was in compliance with company and state policies and procedures.
Deposit Product Manager
Create Credit Union
Las Vegas, NV
10.2021 - Current
- Manage deposit products and services throughout the product lifecycle, including development, enhancement, pricing, implementation, and ongoing optimization.
- Lead cross-functional initiatives involving Operations, IT, Compliance, Member Services, and vendors to deliver product improvements and strategic business objectives.
- Analyze product performance, market trends, and operational data to identify opportunities for growth, efficiency, and enhanced member experience.
- Coordinate system implementations, upgrades, and migrations, ensuring successful testing, validation, and deployment within established timelines.
- Develop and execute User Acceptance Testing (UAT) plans, test scripts, and validation procedures to support system releases and product enhancements.
- Partner with stakeholders to gather business requirements, evaluate impacts, and translate operational needs into technical solutions.
- Manage deposit product pricing and rate change processes, including documentation, governance, approvals, and implementation activities.
- Create and maintain business procedures, workflow documentation, standard operating procedures, and training materials to support operational consistency.
- Facilitate issue resolution by collaborating with internal teams and technology partners to identify root causes and implement corrective actions.
- Utilize Fiserv DNA and related banking technologies to support product management, system functionality, and operational improvements.
- Lead process improvement initiatives that streamline workflows, strengthen controls, and increase organizational efficiency.
- Manage project deliverables, timelines, risks, and stakeholder communications to ensure successful execution of strategic initiatives.
- Serve as a subject matter expert for deposit products, providing guidance, training, and support to business partners and operational teams.
- Develop strong partnerships across departments to drive organizational alignment and achieve business objectives.
Education
Associate of Arts - Business
University of Phoenix
Tempe, AZ05.2024
Skills
- Staff training
- Online training experience
- Problem solving /creative thinking
- Productive and organized
- Ability to multi-task
- Detail-oriented
- Relationship building
- Team building and leadership
- Customer relationship management
- Teller experience
- Operate multiple software systems such as Microsoft Office (Excel, Word, Power Point, Outlook)
- Employee coaching
- Product training and implementation
- Public speaking
Accomplishments
- Clark County Credit Union - Assisted with building, implementing and training front line staff on MeridianLink, a web-based account opening system
- Clark County Credit Union - Helped spearhead a new online account process, resulting in a decrease in non-funded account closures
- Clark County Credit Union - Consistently maintained 90% or better of established production goals
- InTouch Credit Union - helped implement new auditing procedures for consumer loan packets in the call center
- InTouch Credit Union - assisted with streamlining the consumer loan process resulting in an overall decrease in application error rate
Timeline
Deposit Product Manager
Create Credit Union
10.2021 - Current
Training Specialist
Create Credit Union
02.2020 - 10.2021
EServices Member Care Representative
Create Credit Union
07.2019 - 02.2020
Financial Operations Specialist
Create Credit Union
02.2019 - 07.2019
Retail Service Rep/New Accounts Specialist
Create Credit Union
09.2016 - 02.2019
Sr. Personal Financial Assistant - Call Center
Create Credit Union
11.2012 - 08.2016
Vault Teller
MoneyTree Inc
06.2006 - 07.2012
Associate of Arts - Business
University of Phoenix