Misty Bruner
Jacksonville
Summary
Management professional bringing background, leadership talents, and focus on performance. Continuously reviews work to identify areas of opportunity. Focused on enhancing workflows and procedures to maximize team success.
Overview
26
26
years of professional experience
1993
1993
years of post-secondary education
Work History
Business Banking Support Manager
EverBank
Jacksonville
2021.01 - Current
- Coach and develop BBC associates for high performance including providing an exceptional customer experience as well as the product/process knowledge needed to effectively consult with clients.
- Ensure associates have an elevated level of engagement and understand the strategic vision and mission of the Business Banking Center and how they individually contribute to success.
- Set job expectations; plan, monitor, and evaluate job results.
- Lead and/or take part in Business Banking Center projects or initiatives which require related subject matter knowledge.
- Function as a liaison with other EverBank departments (Risk, Legal, Marketing, Retail Banking Operations, etc.) to correct issues found through customer contact/feedback or other internal reviews.
- Provide resolutions to implementation or service-related issues and concerns as needed.
- Comprehend more advanced or infrequent client, system, or procedural issues and offer necessary guidance for timely resolution.
- Escalate matters involving monetary risk exposure (i.e., improper approvals, suspicious requests, etc.) to the proper associate/approver per EverBank organizational charts and approval matrices.
- Ensure all departmental implementation and quality control procedures are strictly followed.
- Monitor and ensure the SharePoint and/or other automated implementation tracking tools are current and provide all necessary status reports.
- Provide and/or coordinate implementation and support training while keeping required progress logs and reporting.
- Provide support and aid to EverBank and enterprise associates, clients, and related third parties as needed.
- Recommend procedural, security, and other changes or improvements to help the overall departmental goals.
- Always prove and promote a positive and cohesive team environment supportive of EverBank Core Values.
- Maintain expertise on all current EverBank treasury management system, product, and service features, functionality, and pricing so that all related client inquiries and reported issues can be responded to quickly and accurately.
- Participate regularly in associate development/training opportunities including technical, sales, and product knowledge training, improved client service skills, and training related to regulatory and compliance topics.
- Comply with all appropriate banking regulations and all EverBank policies and procedures including those regarding bank security and the code of conduct.
- Provide approval up to my approved limit for both temporary and permanent limit increases for wires, ACH origination, check deposits, bill pay.
- Provide training on all treasury products and services.
Business Banking Support Lead
TIAA Bank formally EverBank
Jacksonville
2018.01 - 2021.01
- Provides the business banking center support team with client issue resolution aid as needed.
- Provides guidance for prompt resolution of more advanced or infrequent client, system, or procedural issues.
- Escalates matters involving monetary exposure (i.e., limit approvals, transaction processing, posting issues, etc.) to the proper associate per organizational charts and approval matrices.
- Assigns departmental mailbox items, client interviews, and support responses for completion to business support relationship specialists according to experience and training level and adjusts assignments as needed to ensure service level goals are met.
- Monitors departmental tracking and processing logs to ensure accuracy and procedural compliance.
- Establishes and keeps business relationships by evaluating client needs and recommending the right treasury management products and/or services.
- Understands and explains service charge structure and methodologies including account analysis and explains fees, earnings credits, compensating balances, and account analysis system functionality to both internal and external clients.
- Maintains a thorough working knowledge of all business account types and combines this knowledge with treasury management products and/or services to accurately assess client needs and discern where currently enrolled products and services should be changed for the benefit of the client.
- Provide new hire training and all related training to the business team.
Senior Business Support Relationship Specialist
EverBank
Jacksonville
2016.01 - 2018.01
- Analyze complex commercial ownership structures and provide direction/training to the BBC Sales Team and Business Banking Relationship Managers related to new accounts.
- Review new account application packages prepared by the Business Banking Sales Specialists to ensure all compliance requirements are met, i.e., BSA/AML/CIP.
- Perform periodic reviews of the Quality Assurance Program to ensure compliance with the Business Banking Center procedures and internal controls.
- Lead or take part in assigned temporary or ongoing Business Banking Center projects or initiatives which require related subject matter knowledge.
- Follow all the Bank's compliance requirements including anti-money laundering and the Bank Secrecy Act.
- Demonstrate a strong business acumen including decision making skills, understanding of risk management, and risk mitigation.
- Maintain EverBank's brand and service excellence culture through superior product knowledge, personalized service, and ensuring client satisfaction during and after implementation of new products/services.
- Annalize statements for prospective clients from the financial centers and completed a performance and proposal to present to the prospective client.
Business Support Relationship Specialist
EverBank
Jacksonville
2011.01 - 2016.01
- Establish and keep business relationships by evaluating client needs and recommending the proper Treasury Management products and/or services. Client interaction will primarily be via the telephone, email, and chat, but some face-to-face client interaction may be occasionally needed.
- Maintain expertise on all current EverBank Treasury Management product and service features, functionality, and pricing such that all related client inquiries and reported issues can be responded-to quickly and accurately.
- Maintain expertise on the system functionality of all current EverBank Treasury Management and related applications so that client inquiries and reported issues can be responded-to quickly and accurately.
- Facilitate the prompt and correct implementation and delivery of Treasury Management products and services by proactively meeting and coordinating with the proper business units.
- Understand and be able to explain the EverBank service charge structure and methodologies including account analysis. Be able to explain fees, earnings credits, compensating balances, and account analysis system functionality to both internal and external clients.
- Maintain a thorough working knowledge of all EverBank business account types to be able to combine this knowledge with that of Treasury Management products and/or services to accurately assess client needs and discern where currently enrolled products and services should be changed for the benefit of the client.
- Aid clients and EverBank business units with complicated support issues in such a manner as to provide an exceptional client experience.
- Participate regularly in employee development/training opportunities including technical, sales and product knowledge training, improved client service skills, and training related to regulatory and compliance topics.
- Follow all proper banking regulations and all EverBank policies and procedures including those about bank security and the code of conduct.
- Assisted new business clients with opening accounts by asking questions to discover their needs to offer the best solutions. Completed the account application, collected the business documents based on the structure, collect the IRS, and pulled the active status from the secretary of the state, and completed the EDD. Then establishes business online banking.
Financial Sales Associate
BBVA Compass Bank
Jacksonville
2008.01 - 2010.01
- Understand the end-to-end sale process for sales, service, and fulfillment.
- Open & close accounts.
- Sale all banking Products to include Loans and Investments.
- Escalated client issues.
- All areas of customer service.
- Interacts continuously with internal partners as well as clients to further enhance client delight.
- Open and close bank.
- Go out on sales calls to buy new business.
- Maintain through knowledge of deposit products and systems.
- Update required documents.
- Order Supplies on new accounts.
- Prepare and take part in client team meetings.
- Participate in clients calls.
Business Banking Relationship Specialist
Wachovia Bank, N.A.
Orlando
2006.01 - 2008.01
- Open & close accounts.
- All areas of customer service.
- Prepare, review and book loans.
- Handle NSF reports daily.
- Input & approval for wire transfers.
- Escalated client issues.
- Maintain two or more portfolios of clients.
- Submit client request for new Treasury products.
- Update required documents.
- Maintain through knowledge of deposit products and systems.
- Prepare presentation booklets.
- Order Supplies on new accounts.
- Point of contact for all new associates for security badge access and parking cards.
- Order D&B credit report.
Commercial Banking / Sales Support Associate
Bank of America
Atlanta
2000.01 - 2007.01
- Open & close accounts, Understand & complete KYC requirements.
- Prepare and take part in client team meetings.
- Coordinate client team meeting calendars, keep and update client action plans.
- Maintain through knowledge of deposit products and systems.
- Initiate, verification, and callback for wire disbursements.
- Escalated client issues.
- Coordination of fraud liability letters.
- Point of contact for the wire room to obtain approval of NSF items.
- Daily monitoring of NSF, overdrafts.
- Work with treasury partners to increase sales.
- Participate in clients calls.
- Provided core systems, product knowledge, deposit compliance, policy/procedure, and security training to all newly hired financial center associates in the region.
- Provided conversion training in the areas of product knowledge, core systems and bank policy/procedure/compliance.
- Provided on-site post conversion operational support to the financial centers.
Education
Diploma
Jacksonville, FLSkills
- Treasury management expert
- Dedication to my clients by doing what best for their business
- Attention to details
- Providing training for new hires
- Provide training with clients for Treasury services on business online banking
- Excellent sales skills
- Strong problem-solving skills
- Compassion and understanding
- Proficiency in resolving escalated clients matters and dealing with client complaints
Timeline
Business Banking Support Manager
EverBank
2021.01 - Current
Business Banking Support Lead
TIAA Bank formally EverBank
2018.01 - 2021.01
Senior Business Support Relationship Specialist
EverBank
2016.01 - 2018.01
Business Support Relationship Specialist
EverBank
2011.01 - 2016.01
Financial Sales Associate
BBVA Compass Bank
2008.01 - 2010.01
Business Banking Relationship Specialist
Wachovia Bank, N.A.
2006.01 - 2008.01
Commercial Banking / Sales Support Associate
Bank of America
2000.01 - 2007.01
Diploma