MICHAEL B. WRIGHTSON
Client Experience Expert
Battle Ground,WA
Summary
Resolute professional with demonstrated strengths in customer service, time management and client relationship deepening. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
16
16
years of professional experience
Work History
Production Support Specialist
Umpqua Bank
Vancouver, WA
01.2024 - 04.2024
- Function as subject matter expert for third party provided credit card, merchant services and payroll services programs
- Support Program Managers representing the three separate program vendors
- Develop and manage innovative associate engagement and training programs in support of third-party products within the bank resulting in a 50% increase in pre-screened credit card applications bank wide.
- Process and distribute monthly product usage reports using Power BI and Excel reducing data errors by 14%.
- Review and analyze monthly sales reports to identify opportunities
- Design and present scalable sales force support seminars to include multi-media resources with immediate increase in number of referrals by frontline staff in 80% of the branches presented.
Digital Client Advisor, MLO
Umpqua Bank
Portland, Oregon
03.2020 - 12.2023
- Developed relationships with internal and external sales referral partners
- On-boarded new business customers cross selling appropriate products and services.
- Created processes to increase operational compliance resulting in 67% improvement in spot audit scores year over year.
- Developed new business for Live Chat App (Go-To) through continuous, creative use as a solution server for clients.
- Coached Digital Client Advisor Support associates in identifying and capitalizing cross selling opportunities which increased quarterly referrals by 16%.
- Prepared customer files and applications for credit
- Managed application process start to finish ensuring regulatory and procedural compliance. Reduced personal loan errors by 97% in 2022 and 2023.
- Collaborated with leadership to support Portland Digital Branch team in meeting production and operational goals through associate recruiting, coaching and development.
- Created "SupPortland" multi-media team support and skill building campaign.
- Implemented data-driven strategies for continuous improvement of engagement services, leading to improved performance metrics.
- Demonstrated adaptability by quickly learning new systems, tools, or products as necessary for job.
- Utilized advanced problem-solving skills to address unique client challenges and identify appropriate solutions.
- Excelled in meeting sales targets, contributing significantly to the overall success of the team.
Relationship Banker, MLO
Umpqua Bank
09.2015 - 03.2020
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
- Expanded client base through effective networking and referral generation, leading to increased business opportunities.
- Collaborated with branch team members to improve overall performance and achieve sales targets consistently.
- Assisted customers with completing required forms for opening and closing bank accounts.
- Cultivated strong customer relationships by providing tailored advice and services.
- Participated in ongoing professional development opportunities to remain current in industry best practices and continually improve service provision.
- Conducted comprehensive financial reviews for clients, resulting in more informed decision-making and better risk management.
- Analyzed customers' financial information to deliver personalized account guidance.
- Enhanced reputation as a trusted advisor with clients through consistent delivery of high-quality financial guidance and support.
- Acquired Tier One Business/Industry information and skills resulting in a 28% increase in branch deposit base.
- Became an Associate member of the Clark County Bar Association to aid in the cultivation of new legal industry deposit growth.
- Honed business development skills and brought in nine new to bank multi-million-dollar relationships in 2019.
- Awarded Most productive Relationship Banker by Umpqua Small Business Bank 2018, 2019.
- Recruited by Umpqua Small Business Bank to represent Portland, OR in a digital business development pilot 2020.
Assistant Branch Manager, Operations Senior Teller
Chase Bank, NA
Vancouver, Washington
09.2008 - 08.2015
- Compiled, stored, and retrieved production data for reports
- Processed required business and consumer documentation
- Provided administrative and operational expertise to help team meet deadlines and long-term objectives
- Broadened production through coaching, mentoring, and training to achieve team and individual referral objectives.
- Improved customer satisfaction with prompt issue resolution and proactive communication.
- Managed daily branch operations for optimal efficiency and performance, resulting in improved customer experiences.
- Led a team of banking professionals, providing regular coaching and development opportunities for career growth.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Assessed employee performance and developed improvement plans.
- Promoted a culture of innovation by encouraging staff to share ideas and solutions that improved overall branch operations and customer service levels.
- Conducted regular audits of branch operations to maintain compliance with internal policies and external regulations.
- Examined customer loan applications for loan approvals and denials.
- Improved cash management procedures, ensuring accurate cash handling practices across all transactions within the branch.
- Optimized staff productivity through effective scheduling, task delegation, and performance monitoring.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
Education
Associate of Science - Network And System Administration
Clark College
Vancouver, WA05.2006
Skills
- SYSTEMS AND SOFTWARE
- SharePoint
- Glia AI Supported Live Chat Platform
- Okta
- Power BI
- Clipchamp
- Microsoft Word
- Microsoft Excel
- Power Point
- Adobe Acrobat DC
- DocuSign
- FIS
- Training and mentoring
- Strategic Planning
Affiliations
- Notary Public in Washington Notary appointment 2016-2021
- Registered MLO (NMLS# - 1409276) Status active 2024
- Associate Member of Clark County Bar Association 2019-present
Quote
Approach all things with the heart of a teacher.
I teach using humor. It helps the audience relax and step away from their pride, bringing them into the subject matter and allowing them to fail comfortably.
This always leads to great success.
Michael Wrightson
Timeline
Production Support Specialist
Umpqua Bank
01.2024 - 04.2024
Digital Client Advisor, MLO
Umpqua Bank
03.2020 - 12.2023
Relationship Banker, MLO
Umpqua Bank
09.2015 - 03.2020
Assistant Branch Manager, Operations Senior Teller
Chase Bank, NA
09.2008 - 08.2015
Associate of Science - Network And System Administration
Clark College