Rozelyn Almond
Newport News,Virginia
Summary
Results-oriented financial professional with over ten years of experience in financial reporting, auditing, and budgeting. Skilled in leading and developing policies and procedures while enhancing operational efficiency and client services. Proven track record in identifying improvement areas and implementing solutions to drive revenue and reduce costs.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant Branch Manager
Old Point National Bank
Hampton, VA
03.2024 - Current
- Oversaw daily branch operations to ensure smooth service delivery and customer satisfaction.
- Manage, develop and coach staff for success.
- Coached staff and communicated performance expectations to enhance service delivery and engagement.
- Provides quality customer service to develop new business and maintain existing relationships.
- Promoted bank offerings and successfully developed new business relationships to drive growth.
- Assisted in processing and approving consumer and small business loans to ensure timely service.
- Executed platform and customer service duties to support branch operations and customer engagement.
- Adheres to SAFE ACT requirements when acting as MLO (Mortgage Loan Originator)
- Employed effective and professional interaction techniques to foster positive customer relationships.
- Accountable for understanding and adherence to operational controls.
Senior Financial Representative
Langley Federal Credit Union
Hampton, VA
09.2022 - 03.2024
- Utilize consultative selling to offer financial products and services that meet or exceed members’ needs.
- Process consumer loan products and services ensuring compliance with Federal Regulations and Credit Union policies and procedures to include personal, auto, home equity line of credit, and credit cards.
- Aided members with account and loan services, offering financial advice to enhance their financial well-being.
- Educated members on Langley products and services, referring to internal business partners as needed.
- Supported staff in resolving escalated member situations.
- Mentored and modeled best practices for all staff by providing on-site training.
- In the absence of a supervisor, assumes operational responsibility for their assigned branch to include opening and closing procedures.
- Foster teamwork by professionally interacting with peers, supervisors, and other Langley employees.
- Serve as front line deterrent against fraud and theft, protecting members and the Credit Union.
- Provided security overrides with staff to ensure control of transactions.
- Record every member interaction and follow up utilizing Customer Relationship Management (CRM) tool and Document Management System.
Digital Services Specialist
Langley Federal Credit Union
Newport News, VA
02.2020 - 09.2022
- Develops new business opportunities through outbound calling, online account opening, digital messaging, social media, and video banking interactions.
- Utilized digital channels to assist and resolve member concerns, enhancing relationships and overall member satisfaction.
- Provided solutions to staff and members on digital banking challenges, improving user experience and operational efficiency.
- Analyzes the output from fraud deterrent tools across digital channels to mitigate fraud risk and to decision applications received through all channels.
- Utilizes internal and external software tools focused on digital engagement and problem solving.
- Processes consumer loan products and services including personal, auto, home equity line of credit, and credit cards, ensuring compliance with Federal Regulations and Credit Union policies and procedures.
- Initiates lead to the Mortgage and Langley Financial Services teams and ensures a smooth member handoff.
- Utilizes consultative selling to offer financial products and services and to introduce further interactions with other credit union business partners.
- Fosters teamwork by professionally interacting with peers, supervisors, and other Langley employees.
- Supported Langley growth initiatives in new markets through video banking channels, introducing potential new members to Langley products and services.
- Ensured compliance with Credit Union policies and regulatory requirements.
Credit Specialist
Red Rocks Credit Union
Littleton, CO
10.2019 - 02.2020
- Work as a financial guide for our members by responding to their concerns, solving their problems, providing expert advice, and partnering with them for their financial future.
- Provided excellent service to members, guiding them towards optimal financial choices.
- Utilized financial wellness principles to assist members in selecting appropriate deposit products and referring relevant loan options.
- Identify educational opportunities and engage members in cross-selling relevant financial products.
- Deliver outstanding Member Experience by providing courteous and articulate service in both written and verbal forms via telephone and digital channels.
- Spend time answering the phone, aiding members with their questions and needs while developing solid, personalized relationships.
- Process financial requests including online banking assistance, stop payments, wire transfers, and other monetary transactions.
- Demonstrated strong analytical and critical thinking skills while completing tasks independently.
- Comply with all policies and procedures, including without limitation, acting professionally, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of the member.
Collections Specialist
Langley Federal Credit Union
Newport News, VA
01.2019 - 09.2019
- Conducted outbound collection attempts via phone and letter to identify reasons for delinquency, assisting members in bringing accounts current on various financial products.
- Negotiated resolutions for defaults and delinquencies on members’ accounts, improving recovery rates and member satisfaction.
- Recommended resolutions for delinquent accounts by phone, managed follow-ups on unmet payment arrangements, enhancing member engagement and compliance.
- Processes payment transfers and checks by phone requests for members.
- Navigates multiple systems to contact, track and monitor member accounts.
- Conducted skip tracing inquiries to obtain contact information for members.
- Initiated repossession processes for delinquent accounts.
Financial Service Representative
Langley Federal Credit Union
Hampton, VA
12.2016 - 01.2019
- Utilized consultative selling to match financial products and services with members’ needs, enhancing member satisfaction.
- Assisted members with account and loan service needs, providing financial advice to strengthen their financial well-being.
- Process consumer loan products and services ensuring compliance with Federal Regulations and Credit Union policies and procedures to include personal, auto, home equity line of credit, and credit cards.
- Educated members on Langley products and services, referring them to internal business partners for tailored solutions.
- Record every member interaction and follow up utilizing Customer Relationship Management (CRM) tool and Document Management System.
- Serve as front line deterrent against fraud and theft, protecting members and the Credit Union.
- Foster teamwork by professionally interacting with peers, supervisors, and other Langley employees.
Teller
Langley Federal Credit Union
Hampton, VA
04.2015 - 12.2016
- Process all types of transactions for members including balance inquiries, transfers, payments, loan advances, account opening, and all other requests through our core system.
- Accurately handle cash transactions in compliance with all regulatory requirements.
- Assisted members with service requests, documenting interactions and follow-ups using CRM tool and Document Management System to enhance member experience.
- Educated members on Langley products and services, referring them to internal business partners to address their needs effectively.
- Acted as a front line deterrent against fraud and theft, safeguarding members and the Credit Union's assets.
- Assisted with branch operational duties to ensure efficient service delivery.
- Complies with all Credit Union policies and regulatory requirements.
- Foster teamwork by professionally interacting with peers, supervisors, and other Langley employees.
- Provided guidance and support to team members, enhancing their skills and confidence.
- Complete Observations of Tellers to ensure they are maximizing every opportunity.
- Maintain a positive attitude while being a team player.
Education
ACCOUNTING -
Bryant & Stratton College
10-2026
Advanced Honors Diploma -
Bethel High School
01-2013
Principles Of Banking Certification -
Center for Financial Training & Education Alliance
Legal Foundations in Banking Certification -
Center for Financial Training & Education Alliance
Payments and Settlements Certification -
Center for Financial Training & Education Alliance
Branch Operations Certification -
Center for Financial Training & Education Alliance
Skills
- CRM proficiency
- Compliance knowledge
- Risk management
- Risk assessment
- Customer service excellence
- Relationship management
- Leadership
- Adaptability
- Problem solving
- Communication
- Time management
- Computer literacy
Certification
- Notary
- NMLS
Additional Information
I have a strong understanding of payment systems including Electronic Fund Transfers, ACH payments, and Reconciliation processes. My skills, attention to detail and accuracy ensure thorough and correct processes. I have hands-on experience handling financial records and identifying discrepancies for payment issues to be resolved promptly. My adaptability helps with investigating and resolving issues while communicating clearly. I understand in order to adhere to federal regulations and procedures; time discipline is of the utmost importance. My desire to communicate and foster healthy relationships between internal teams and external partners for smooth operations would make me the best fit.
Timeline
Assistant Branch Manager
Old Point National Bank
03.2024 - Current
Senior Financial Representative
Langley Federal Credit Union
09.2022 - 03.2024
Digital Services Specialist
Langley Federal Credit Union
02.2020 - 09.2022
Credit Specialist
Red Rocks Credit Union
10.2019 - 02.2020
Collections Specialist
Langley Federal Credit Union
01.2019 - 09.2019
Financial Service Representative
Langley Federal Credit Union
12.2016 - 01.2019
Teller
Langley Federal Credit Union
04.2015 - 12.2016
ACCOUNTING -
Bryant & Stratton College
Advanced Honors Diploma -
Bethel High School
Principles Of Banking Certification -
Center for Financial Training & Education Alliance
Legal Foundations in Banking Certification -
Center for Financial Training & Education Alliance
Payments and Settlements Certification -
Center for Financial Training & Education Alliance
Branch Operations Certification -
Center for Financial Training & Education Alliance