Nia Manuel

• Oversaw daily bank operations, ensuring compliance with regulatory standards and internal policies.
• Streamlined operational processes to enhance efficiency and reduce turnaround times for customer transactions.
• Led training programs for staff on new banking systems, improving team performance and service quality.
• Collaborated with cross-functional teams to develop strategies that enhanced customer satisfaction and retention.
• Serve as the escalation point for critical or complex customer issues, ensuring timely and effective resolutions
• Monitor the Account Support phone line and email inbox (in coordination with the Banking Support Manager) to ensure prompt and accurate communication with branches and internal business partners.
• Complete daily bank reports to uphold compliance with the bank's policies and procedures.
• Verify and approve wire transfers.
• Facilitated onboarding of bank employees on operational programs utilized for daily processes.
• Collaborate with Banking Systems for mass account projects and bank acquisitions.
• Executed callbacks on banker support team tasks to verify accurate processing of work.

• Accurately process a variety of member transactions—including deposits, withdrawals, loan payments,

transfers, and check cashing—while maintaining compliance with credit union policies and regulatory

requirements.

• Deliver exceptional member service by actively listening, addressing inquiries, and identifying opportunities

to refer appropriate financial products or services.

• Verify identification, signatures, and documentation to ensure transaction accuracy and reduce the risk of

fraud.

• Balance cash drawers daily, research discrepancies, and maintain strict adherence to cash-handling and

security procedures.

• Assist members with account maintenance requests, digital banking support, and general credit union

information to promote a positive service experience.

• Maintain a clean, organized, and professional teller station while safeguarding confidential member information.