Sarah Thompson
Pikeville,TN
Summary
My career journey has led to the discovery that the passion that fuels me is influencing and helping people. Creating an environment that is positive, accepting, and uplifting is essential for success. The philosophy of "People Helping People" aligns with my passion. I am seeing new ways to utilize my leadership abilities through the power of positive influence in the Credit Union industry.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Director of Member Services
Trust Federal Credit Union
Chattanooga, TN
10.2024 - Current
- Oversaw member service operations and team performance at a leading credit union.
- Implemented service standards to improve member satisfaction and loyalty.
- Managed inquiries and resolved member issues, enhancing overall member experience.
- Developed training programs to enhance staff skills and service quality.
- Coordinated cross-departmental initiatives, improving service process efficiency.
- Mentored staff, cultivating a culture of excellence in member interactions.
- Resolved escalated customer service issues in a timely manner.
- Designed initiatives aimed at improving customer service experience.
- Actively participated in staff meetings to discuss new ideas or initiatives.
- Attended industry conferences to gain insights and network.
SERVICE PERFORMANCE ANALYST
UNIFY Financial Credit Union
01.2022 - 10.2024
- Utilized Medallia survey platform to analyze customer feedback for actionable insights.
- Data and Trend Analysis
- Resolved customer complaints and analyzed trends for BBB, NCUA, and CEO inbox.
- Member Escalation and Resolution
- Spreadsheets, Graphs, Charts, Dashboards, Reports
- Coordinated departmental collaboration, enhancing communication and efficiency across teams.
- Member Service Training Development
- Internal Recognition Program Development and Implementation
BRANCH MANAGER
UNIFY Financial Credit Union
01.2020 - 01.2022
- McKee SEG Representation
- Audited branch cash and processes for compliance and accuracy in financial reporting.
- Team Building and Professional Business Development
- Employee Retention and Onboarding
- Reporting, Documentation, Employee Evaluations and Weekly Coaching Sessions
- Resolved customer issues through Medallia survey analysis and de-escalation techniques.
- Coordinated community events to strengthen participant relationships and enhance local engagement
- Objective and Goal-Driven Performance
- Advanced-level Member and Financial Services
BRANCH MANAGER
Tennessee Valley Federal Credit Union
01.2018 - 01.2020
- Hired and retained employees to strengthen branch operations.
- Focused on achieving branch objectives and driving team performance through targeted strategies.
- Built strong teams and fostered professional business relationships to enhance collaboration.
- Created reports, documented processes, evaluated employees, and conducted monthly coaching sessions.
- Conducted onboarding and trained new hires.
- Ensured compliance and accuracy of branch cash management and procedures.
- Provided advanced-level member services and financial services.
- Performed medallion signature guarantees and notary services.
LOAN PROCESSOR
Tennessee Valley Federal Credit Union
01.2016 - 01.2018
- Consumer loan origination
- Utilization of CRIF Lending Platform
- Calculation of taxes, fees, and payment projection
- Sold GAP and insurance products to enhance client protection options
- Cross-sold additional products and loans to meet client needs
- Rapport building through creative outreach
- Facilitated loan closing process with clients
- Submission of payoffs and proof of insurance
- Conducted quality control of all documentation to ensure compliance and accuracy
International Banking Internship
Tatra Banka
, Slovakia
05.2017 - 05.2017
- The internship focus included the Brands Strategy and Communications Division, Marketing, the Payment Cards Department, Research and Development, Retail Risk Management, Corporate Strategy, Change Management, Productions and Corporate Clients Support Division, and Private Banking.
- During the internship, I learned the inner workings of the two major brands of the company: Tatra Banka for the affluent client and Raiffeisen Bank for the average client. I spent time in each department and visited various branches to gain a basic understanding of European banking practices, policies, and procedures.
- Bratislava, Slovakia
FINANCIAL SERVICES CONSULTANT/CASH VAULT SPECIALIST
Tennessee Valley Federal Credit Union
01.2011 - 01.2016
- New Account Opening: Share, Draft, Club, Money Market, Certificates of Deposit, HSA, Estate, Trust, and Business (Sole Proprietor, LLC, Corporation, and Organization)
- Roth, Traditional, and SEP IRAs: Opening, Contributions, Distributions, and IRA Certificates of Deposit
- Teller Transactions: Deposits, Withdrawals, Transfers, and Payments
- Domestic and International Wire Transfers
- Balanced branch operations, ensuring accuracy of cash dispensers, ATM, and vault
- Ordering Cash from and working with Volcorp, Diebold, NCR, Glory Global, and Loomis
- Maintained and ensured functionality of credit union equipment including TCR, dispensers, coin machine, and instant-issue printer
- Executed sales of credit cards and provided investment and loan referrals, enhancing customer financial options
- Account Maintenance of Credit Union Documents
- Telephone Assistance and Online Banking Troubleshooting
- Two Core Conversions to Branch Suite and CRIF
Teller/Vault Teller
Dupont Community (Scenic CCU)
01.2008 - 01.2011
- Received and processed member transactions, including deposits, withdrawals, loan payments and other banking services.
- Maintained accurate cash drawer and handled deposits securely.
- Balanced cash drawer daily and verified transaction records for accuracy, ensuring financial integrity.
- Assisted members with account inquiries and banking services, enhancing customer satisfaction and trust.
- Educated customers on credit union products and services, promoting informed financial decisions.
Education
Master of Business Administration -
Bryan College
Dayton, TN01-2019
Bachelor of Business Administration - Leadership
Bryan College
Dayton, TN01-2017
Skills
- Membership engagement
- Customer focus
- Strategic planning
- Conflict resolution and service
- Leadership skills
- Analytical thinking
- Problem-solving
- Effective communication
Affiliations
- Young Professionals Founder and Co-Chair at UNIFY FCU
- Vice President of Chattanooga Chapter of Credit Unions
Recognition
- Summa Cum Laude, 05/01/17, Bryan College
- Foster Others UNIFIERs Choice Award, 2023
Certification
- Certified Credit Union Financial Counselor (CCUFC)
Timeline
Director of Member Services
Trust Federal Credit Union
10.2024 - Current
SERVICE PERFORMANCE ANALYST
UNIFY Financial Credit Union
01.2022 - 10.2024
BRANCH MANAGER
UNIFY Financial Credit Union
01.2020 - 01.2022
BRANCH MANAGER
Tennessee Valley Federal Credit Union
01.2018 - 01.2020
International Banking Internship
Tatra Banka
05.2017 - 05.2017
LOAN PROCESSOR
Tennessee Valley Federal Credit Union
01.2016 - 01.2018
FINANCIAL SERVICES CONSULTANT/CASH VAULT SPECIALIST
Tennessee Valley Federal Credit Union
01.2011 - 01.2016
Teller/Vault Teller
Dupont Community (Scenic CCU)
01.2008 - 01.2011
Master of Business Administration -
Bryan College
Bachelor of Business Administration - Leadership
Bryan College