Nicole Buckley Johnson
Atoka,TN
Summary
Accomplished Branch Operations Manager with a demonstrated track record of success in bank leadership positions. Well-versed in BSA, OFAC, Patriot Act and other governing standards, as well as industry best practices and methods to optimize operations for long-term business success. Highly effective leader, planner, and problem-solver.
Overview
21
21
years of professional experience
Work History
Assistant Branch Operations Manager II
Navy Federal Credit Union
01.2011 - Current
- Oversee recruiting/selection, on-boarding and initial training of team members
- Administer budget, purchasing, tracking and records retention for business expenses
- Lead team to achieve and maintain product, service and business goals, including cross servicing of Navy Federal products and services
- Development and maintenance of a goal-oriented branch business plan
- Conduct marketing outreach to members and potential members through financial presentations, local events, and close relationships with local military installations
- Participates in recruiting, on-boarding, training, and retention of team members
- Review policies, practices, and procedures regularly with team members to sustain understanding or regulatory industry mandates and ensures branch compliance with all security, safety, and emergency preparedness procedures
- Manage branch staffing to include annual and sick leave; Collaborate with Workforce Management Analyst to ensure member service standards are met
- Create and implement marketing and promotional activities for members and potential members through financial presentations, local events and realtor/trade shows and events
- Monitors cash operation to keep credit union assets secure and within operational limits
- Ensures compliance with all HR-related policies, practices, and procedures, such as timekeeping, recruiting, compensation, employment separations, and leave utilization
- Facilitate branch self-auditing efforts to maintain organizational review preparation
- Creation of learning development plans to build both technical and soft skills, as well as enhance team cohesion, morale, and overall role performance.
Financial Service Representative / IRA Administrator
Triumph Bank
01.2008 - 01.2011
- Process participant transaction requests, input data, and proof reports
- Weekly phone contact with clients, advisors, banks, and city commerce officials
- Prepare deposits and daily/monthly reconciliation of custodial pooled bank accounts
- Completion of documentation requirements to complete asset files
- Assist in loan origination and documentation completion functions
- Process both monthly and quarterly statements
- Prepare various types of client letters including mail merge documents
- Assist administrators with 1099R and 5498 reporting
- Coordination and facilitate training of co-workers on IRA processes and systems
- Ensure team meets quality, production, & turnaround goals of business market demands.
Teller Supervisor
Regions Financial Center
01.2007 - 01.2008
- Assign and control activities in high-volume, multi-teller environment
- Process cash and noncash transactions and maintain corresponding records
- Ensure vault cash quantity and at teller stations meet demand of the banks customers
- Investigate and reports overages and shortages
- Approve checks for payment in excess of teller limits within specified authority
- Resolve customer problems presented for review by tellers
- May open and close vault daily, control cash in vault, distribute daily cash to tellers
- Supervise branch proof, teller recap, and reporting
- Ensure compliance with bank policies and procedures
- Work with Branch Sales Manager to ensure adequate staffing and teller training
- Serve as Branch Operation Representative liaisons to the Regional Operations Manager.
Bank Teller/Member Services
Southern Securities Federal Credit Union
01.2006 - 01.2007
- Assisted customers with transactions
- Responsible for cash drawer transactions
- Facilitated opening customer savings, checking accounts, and CDs.
Teller Coordinator
SunTrust Bank
01.2005 - 01.2006
- Supervised bank teller staff of (>) five employees with transaction approval, Cash-control procedures, facilitation of financial sale referrals, and bank policy
- Supported bank operations through (>) $50,000 account holder transactions
- Ensured tellers knowledge of achievement of sales and service goals.
Financial Services Representative
SunTrust Bank
01.2004 - 01.2005
- Referred customers to Business Bankers and Mortgage Originators
- Educated customers about banking services (ATMs, internet banking, etc)
- Developed and conducted the training for new employees
- Consumer loans (credit cards, LOC's, business loans, Bus
- LOC, ATLOC)
- Open IRAs, CDs, consumer and commercial checking and savings accounts.
Education
Some College (No Degree) - Psychology
Jackson State University
Jackson, MSSkills
- Strategic Planning
- Opening and closing procedures
- Staff Supervision
- Compliance Reporting
- Employee Development
- Branch Operations Management
- Customer Service
Professional Accomplishments
- SunTrust Bank Top Financial Sales/Customer Referral Award - 5 consecutive months
- Southern Security Federal Credit Union Transaction Proficiency Award- 3 months
- Certification of Completion Financial Service Representative Suntrust School of Banking
- Navy Federal Manager's Toolbox completed in 2013
- Navy Federal Credit Union-Achieved Sustained Superior Performance November 2013 and 2016
- Navy Federal Credit Union Stars on the Rise Award for Realty Plus Program June 2020
Technical Skills Summary
- Microsoft Office Suites 00 - 19
- Encore
- Platform
- Bancstar
- NCino
- UAD/USD
- Ambassador of Operational Risks 2023 and 2024
Sustained Superior Performance 2013 and 2016
Sustained Superior Performance (SSP) Awards recognize and reward employees who consistently exhibit superior performance throughout the course of the last year.
Timeline
Assistant Branch Operations Manager II
Navy Federal Credit Union
01.2011 - Current
Financial Service Representative / IRA Administrator
Triumph Bank
01.2008 - 01.2011
Teller Supervisor
Regions Financial Center
01.2007 - 01.2008
Bank Teller/Member Services
Southern Securities Federal Credit Union
01.2006 - 01.2007
Teller Coordinator
SunTrust Bank
01.2005 - 01.2006
Financial Services Representative
SunTrust Bank
01.2004 - 01.2005
Some College (No Degree) - Psychology
Jackson State University
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