Samantha Willoughby
U.S. Bank
Shelby,OH
23
years of professional experience
Very knowledgeable of banking regulations and proven track record of implementing the necessary controls to ensure compliance. Provides great leadership with a proven record of developing new businesses, reaching sales objectives and creating a customer base. Dedicated to maintaining a reputation built on quality, service, and uncompromising ethics.
Work History
Market Operations Analyst
1 Year 11 Months- Developed reports using advanced Excel functions to track performance metrics and support decision-making.
- Analyzed operational data to identify trends and recommend process improvements.
- Collaborated with cross-functional teams to streamline workflows and enhance service delivery.
- Attended market job family meetings to present operational updates to employees
- Led and co-hosted Small business onboarding for CRC's and small business specialists
- Provided operational support to branches and SBS in IN/OH
Business Banking Specialist
4 Years- Assessed customer needs and proposed customized banking solutions to enhance satisfaction and loyalty.
- Met with customers to assess needs and propose customized solutions.
- Cultivated and maintained strong relationships with area small businesses to support their banking needs.
- Implemented digital platform for virtual appointment options and followed up on previous calls and discussions.
- Led team during bbs ppp processing to ensure compliance and efficiency.
- Maintains and adheres to US Bank and federal compliance guidelines
Branch Manager
4 Years 4 Months- Developed strategies to enhance customer sales, contributing to annual sales growth.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Complied with Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
- Focus and Lead by example on deepening consumer and business relationships
- Engaged customers with friendly and professional interactions to enhance service quality..
- Assessed employee performance and created tailored improvement plans.
Sales and Service Coordinator
3 Years 11 Months- Assisted Branch Manager in managing customer relations and branch operations.
- Ensured satisfactory passing of RQA Assessments and operational audits.
- Contributed to achieving sales goals and enhancing branch revenue.
Assistant Branch Manager
4 Years- Conducted satisfactory branch audits and managed operations.
- Facilitated weekly branch meetings and monthly security briefings to align team objectives.
- Responsible for satisfactory branch audits and operations management.
- Supervised the teller line, conducting quarterly and annual reviews, coaching the team, and providing motivation.
Customer Relations Specialist
5 YearsSkills
Operations oversight
Regulatory adherence
Strategic business development
Staff management
Results-driven sales approach
Customer outreach experience
Proficient in client relations
Results driven
Coordinated training sessions for CRCs and small business specialists
Effective presentation skills
Accomplishments
- In my current position I have taken on responsibilities beyond my core role by serving on the Talk to US Survey committee for small business, the planning committee for the all market ops call and participating in both the 2026 SBC procedure workstream and the Retail Support Improvement workstream. I also was part of a successful launch for the SBC team in Naperville IL.
- Completed Women's Leadership Program at U.S. Bank in 2019
- Received Annual Legends of Possible award in 2018 based on branch production, revenue and customer survey scores
- Received Annual Star of Excellence for being the top 5% of assistant managers based on production, revenue and customer survey scores.
- Contributed to branch sales and referrals resulting in branch winning Annual Pinnacle aware in 2015
References
References Upon Request
Timeline
Market Operations Analyst
U.S. Bank
09.2024 - CurrentRead More
Business Banking Specialist
US Bank
09.2020 - 09.2024Read More
Branch Manager
US Bank
05.2016 - 09.2020Read More
Sales and Service Coordinator
US Bank
06.2012 - 05.2016Read More
Assistant Branch Manager
FirstMerit Bank
05.2008 - 05.2012Read More
Customer Relations Specialist
FirstMerit Bank
05.2003 - 05.2008Read More