Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Sarah Yap

Benson,NC

Summary

Versatile branch manager offers financial consulting, cash handling and employee coaching and training expertise coupled with outstanding time management and conflict resolution skills. Seasoned leader with several years of experience overseeing day-to-day operations of branch. Committed to finding creative ways to motivate employees to exceed customer service and sales goals.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Branch Manager

New Southern Loans
Wilson , NC
09.2017 - Current
  • Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
  • Managed staff scheduling, hiring and training processes.
  • Reviewed loan applications to ensure accuracy and compliance with regulations.
  • Conducted regular performance reviews for all employees in the branch.
  • Provided guidance and support to team members regarding problem resolution and customer service issues.
  • Resolved escalated customer complaints in a timely manner.
  • Established strong working relationships with external partners such as vendors and suppliers.
  • Ensured compliance with established policies, procedures and regulations governing banking operations.
  • Coordinated approval or rejection of lines of credit or commercial, real estate or personal loans.
  • Coordinated preparation of external audit materials and external financial reporting.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Verified cash by balancing cash drawers and maintaining cash count records.
  • Assigned duties to employees and examined work for accuracy, neatness and timeliness.
  • Managed and inspired team members to perform to full potential, driving branch profitability.
  • Assisted other branches when needed during peak periods or special projects.

Customer Service Representative

Century Finance Inc
Smithfield, NC
09.2010 - 09.2017
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Collected deposits or payments and arranged for billing.

Customer Service Representative

Southern Loans
Rocky Mount, NC
08.2008 - 09.2010
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Collected deposits or payments and arranged for billing.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.

Education

Associate of Applied Science -

Fayetteville Community College
Fayetteville, NC
05-2013

Skills

  • Financial Services
  • Excellent communication skills
  • Customer and vendor relations
  • Documentation
  • Decision-Making
  • Excellent time management skills
  • Training and Development
  • Customer Relationships
  • Cash Handling
  • Multi-tasking ability
  • Branch Operations Management
  • Customer Service
  • Employee Development
  • Performance Reviews

Certification

  • Notary

References

References available upon request.

Timeline

Branch Manager

New Southern Loans
09.2017 - Current

Customer Service Representative

Century Finance Inc
09.2010 - 09.2017

Customer Service Representative

Southern Loans
08.2008 - 09.2010

Associate of Applied Science -

Fayetteville Community College

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Sarah Yap