Shaina Waddell
Farmington,WV
Summary
Adept at leveraging analytical thinking and Microsoft Office proficiency, I significantly enhanced operational efficiency at MVB Bank. My background in CRM systems and commitment to regulatory compliance underscore my ability to streamline processes and improve customer experiences. Skilled in both documentation and fostering organizational improvements, I excel in fast-paced environments.
Overview
16
16
years of professional experience
Work History
Treasury Services Analyst
MVB Bank
05.2019 - 05.2024
- Onboarding new FinTech clients
- Opening/updating commercial bank accounts
- Monthly Account Analysis distribution
- Approval of Treasury services for commercial clients (including FinTech clients) such as business online banking, ACH, RDC, wires, positive pay, overdraft protection, debit cards
- Utilized CRM systems effectively to track customer interactions, document detailed case notes and access relevant account information quickly when needed
- Reviewing business activity reports such as account holds for ACH activity, prefunding & OFAC reports to ensure clients are following banking guidelines
- Streamlined operations by devising and implementing processes and procedures
- Regular audits to enhance report & procedure accuracy
- Implemented department calendar
- Responsible for updating/dispersing department employee schedule
- Conducted regular reviews of operations & identified areas for improvement
- Effectively troubleshooting issues to optimize both customer and employee experience
- Recommended improvements to business systems or procedures to help meet changing demands
- Assisted in training new department employees
Online Banking Specialist
MVB Bank
02.2017 - 04.2019
- Approval of retail & commercial online banking services
- Maintained friendly and professional client interactions
- Utilized CRM systems effectively to track customer interactions, document detailed case notes and access relevant account information quickly when needed
- Enabled online banking access to digital services such as wires, stop pays, transfers (internal & external), bill pay, etc.
- Troubleshooting and resolving online banking issues promptly
- Investigating and resolving account issues by offering applicable options to clients
- Setup & installation of commercial RDC services
- Review of remote deposit items for approval/denial
- Personalized support to high-net-worth individuals, maintaining confidentiality while managing complex financial matters
- Analyzing reports to identify suspicious activity and reduce fraud-related losses
- Collected bank resources to complete the bank's first Online Banking manual & trained new department employees
- Traveled with management to TX & IA to review potential new online banking platform
- Initial & continued department training on new platform
- Quality assurance testing for product conversion to ensure minimal disruption during deployment
Client Experience Center Specialist
MVB Bank
02.2015 - 01.2017
- New department to MVB Bank headed up by myself and another coworker
- Implemented new procedures for managing resources more efficiently to reduce waste & improve overall operational performance
- Collected bank resources to complete the bank's first CEC manual & trained new department employees
- Accepted client calls regarding bank accounts & other banking services
- Utilized CRM systems effectively to track customer interactions, document detailed case notes and access relevant account information quickly when needed
- Verified and updated existing client information
- Assisted with account reconciliation and other related issues
- Reviewed and opened or denied new account applications sent electronically (temporary service that was discontinued do to technical issues)
- Cross-trained and provided backup support for other departments
- Evaluated client feedback to identify areas of improvement within the department, as well as other areas of the financial institution
- Streamlined processes & implemented effective organizational strategies to improve department efficiency
- Maintained records of client interactions to enable efficient communication with co-workers regarding client needs or concerns
- Used extensive knowledge of each department within the financial institution to delivery exceptional customer service to all customers, as well as coworkers
- Met department guidelines for call volume levels, handle time & productivity
Relationship Banker
MVB Bank
08.2012 - 01.2015
- New position to the bank, me being the first one to ensure it will work company-wide
- 3-part job: Teller, Personal Banker, Receptionist all in one
- All teller related duties: balancing vault/ATM/coin machine/individual cash drawers & coin vaults/currency machines used at teller line, completing account transactions for clients, loan & utility payments, answering phones, processing night drop deposits/payments, directing clients to the appropriate department when necessary
- All personal banker related duties: opening new accounts, safe deposit boxes, CDs, account reconciliation, recommending suitable products and services based on client need, assisted customers with completing forms for services, ordering checks, updating personal information in database
- All receptionist related duties: ordering office supplies, directing clients to the appropriate department, reorganizing credenzas and supplies closets, assisting bankers/clients with setting up appointments, preparing board rooms for meetings & clean up, ensuring that 1) branch runs smoothly, 2) everyone has what they need when they need it, 3) clients are either assisted or directed where they need to go in an orderly and efficient manner
- Ensured that I went wherever I needed the most within the branch at all times throughout the day, toggling between the teller line and my desk in the lobby and taking people and'/or things where they need to be within that specific branch
- Assisted in training new tellers and relationship bankers
Teller
MVB Bank
08.2010 - 07.2012
- Balanced individual cash drawer, coin machine, teller line currency machines, vault & ATM
- Disbursed cash & checks accurately
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for clients
- Served as a primary point of contact for many of our top clients, providing assistance with account maintenance and other related issues
- Maintained up-to-date knowledge bank products, services, promotions, policies, regulations to better assist clients with financial needs
- Educated clients
- Organized work spaces & supply closets to streamline teller operations
- Monitored & reported suspicious activity in line with bank policies
- Trained newly onboarded employees
- Collected bank resources to complete the bank's first teller manual
- Handled complex transactions & reports such as wire transfers & CRTs with accuracy & efficiency
Customer Support Specialist
Allegheny Power
08.2008 - 08.2010
- Managed high volume of incoming phone calls while maintaining excellent call quality standards and adhering to established procedures.
- Assisted with address changes, service set ups and disconnects, billings questions, billing adjustments, service outages due to weather
- Utilized CRM systems effectively to track customer interactions, document detailed case notes and access relevant account information quickly when needed
- Worked with other teams to address customer concerns and improve overall service quality
- Regular training on how to provide best customer service practices in customer support operations
- Dispatch meter readers after hours when necessary for a disconnection and/or reconnection of service
- Processed return mail
Branch Supervisor
MVB Bank
05.2008 - 08.2010
- Teller related duties such as: balanced individual cash drawer, coin machine, vault & ATM, disbursed cash & checks accurately, managed high-volume transactions efficiently while maintaining attention to detail
- Personal Banker related duties such as: opening new checking/savings/club accounts, as well as CDs, providing clients with cashier's checks/money orders, account reconciliation, stop payments, etc.
- Supervisor duties such as: ordering money from FED, scheduling, filling in for call offs, training new employees, opening/closing branch location, monitored overdrafts, etc.
- Maintained up-to-date knowledge bank products, services, promotions, policies, regulations to better assist clients with financial needs, monitored & reported suspicious activity in line with bank policies
- Handled complex transactions & reports such as wire transfers & CRTs with accuracy & efficiency
Education
East Fairmont High School
Fairmont, WVSkills
- Microsoft Office, Excel, Outlook, Powerpoint
- Analytical thinking
- Knowledge of CRM systems
- Extremely organized
- Great attention to detail
- Documentation and reporting
- Data research and validation
- Process improvements
- Workflow Analysis
- Regulatory compliance
- Quick learner
- Office equipment proficiency
Accomplishments
I applied for and was accepted into the bank's Leadership Development Program in 2017, where we gathered each month, read books based on different leaders and leadership types, listened to several skilled community leaders and worked on building our leadership skills. We also separated into groups, each one proposing an idea of some sort to be implemented at the bank. Each group presented their ideas at the end of the program in front of bank leadership & board members. The group I participated in did our project on paper waste and what MVB could save by going digital (my project idea) vs. continued paper use throughout the financial institution. Our project was ultimately not selected at that time; however, it began being implemented in most departments across the board just a couple years later. We also traveled to Washington, DC together, along with several leaders from the bank.
Timeline
Treasury Services Analyst
MVB Bank
05.2019 - 05.2024
Online Banking Specialist
MVB Bank
02.2017 - 04.2019
Client Experience Center Specialist
MVB Bank
02.2015 - 01.2017
Relationship Banker
MVB Bank
08.2012 - 01.2015
Teller
MVB Bank
08.2010 - 07.2012
Customer Support Specialist
Allegheny Power
08.2008 - 08.2010
Branch Supervisor
MVB Bank
05.2008 - 08.2010
East Fairmont High School
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