Shawn Morton
41 Nance Rd | West Orange,NJ
Summary
Ambitious individual with over 23 years of leading high-performing teams to meet and exceed departmental and strategic goals and objectives. Dedicated and hardworking, with internal drive to deliver excellence. Quick learner, easily adaptable to new set of circumstances and proven problem-solver.
Overview
16
16
years of professional experience
Work History
Retail Relationship Manager
Kearny Bank
Fairfield , NJ
09.2022 - 07.2023
- Built strong rapport with new and existing clients to better understand and serve financial needs, strengthening brand loyalty.
- Coached and developed staff. Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
- Conducted comprehensive relationship reviews to understand and develop solutions for client needs, partnering with specialists to resolve specific issues.
- Managed payroll, reviewed and approved vendor payments, as well as other accounting disbursements for accuracy and compliance.
- Developed marketing plan based on client data to acquire new relationships and expand existing ones.
- Established ambitious goals for employees to promote achievement and surpass business targets.
Retail Client Experience Manager
Kearny Bank
Fairfield , NJ
02.2022 - 09.2022
- Provided first-rate client service by identifying and addressing customer concerns and inquiries.
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Processed and approved international and domestic wire transfers, cashed checks and posted deposits and withdrawals.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain and open new accounts.
- Built long-term relationships with clients by utilizing active listening, effective communication and dynamic interpersonal skills.
Assistant Vice President
Municipal Credit Union
New York , NY
12.2017 - 09.2019
- Trained, coached and directly supervised a team of 11 employees and assisted with the supervision of an additional 40+ team members, including several managers and supervisors.
- Managed 200+ ATMs throughout the New York City area, balanced network totals, processed deposits and negotiated instruments directly with the Federal Reserve Bank.
- Established work priorities to meet service-level agreements (SLAs), comply with federal guidelines on Reg E claims and advance/meet departmental strategic objectives.
- Served as the technical contact/subject matter expert (SME) within the organization and with third-party vendors (Loomis & Diebold) to resolve disputes, conduct service visits to upgrade and maintain the fleet and answer any consumer/vendor questions.
- Managed the ATM/Debit card transition from magstripe to EMV directly affecting over 500,000 consumers.
- Worked with regulatory agencies (NCUA & NYSDFS) to resolve findings and ensure compliance with federal and state guidelines.
Project Manager
Municipal Credit Union
New York , NY
09.2009 - 12.2017
- Guided the implementation of ImageCenter - a comprehensive Teller, Remote, Remittance, and ATM Image Capture and Fraud Prevention Solution. Served as the lead for Draft, ATM and Digital (Remote Capture) Operations.
- Organizational Subject Matter Expert (SME) between the Operating and Information Technology (IT) departments on all product issues and upgrades.
- Liaison for third-party vendors (Loomis & Diebold) to manage and service the ATM fleet.
- Managed and collaborated with IT on several ATM projects, which included ADA compliance (improving screen flow and implementing visually impaired devices), ATM network core conversion and the hardening of our ATM fleet with devices to deter and detect fraud.
- Teamed up with Enterprise Risk Management and IT to implement internal processes geared towards protecting consumer-sensitive data and enforcing Plastic Card Industry (PCI) safeguards & standards.
- Elected to the vendor's Advisory/User Board to effect future enhancements and updates
Senior Service Manager
Municipal Credit Union
New York , NY
05.2007 - 09.2009
- Managed the CEO complaint hotline with the purpose of seeing problems through to resolution, while identifying and nullifying root cause. Formally responded to these complaints and those received from the Better Business Bureau (BBB) and/or the NYS Dept of Financial Services.
- Implemented and managed the company-wide transition to Oracle's Customer Relations Management (CRM) application.
- Spearheaded the process to select an Account Origination tool to drive Deposit Accounts through digital channels. Created and managed the Request for Proposal (RFP), hosted meetings with direct and indirect stakeholders of varying seniority levels and structured the selection process to ensure the product selected best suited organizational needs.
- Proactively identified and solved complex problems impacting operations management and business direction.
Education
Master of Science - Finance
Baruch College Of The City University Of New York
New York, NY06.2017
Bachelor of Science - Criminal Justice
St. John's University
Jamaica, NY01.1996
Skills
- People Management (Staff 25)
- Talent Development
- Team Building and Leadership
- Project Management
- Process Improvement
- Effective Communicator
- Creative/Innovative/Strategic Thinker
- Incident Response Management
Timeline
Retail Relationship Manager
Kearny Bank
09.2022 - 07.2023
Retail Client Experience Manager
Kearny Bank
02.2022 - 09.2022
Assistant Vice President
Municipal Credit Union
12.2017 - 09.2019
Project Manager
Municipal Credit Union
09.2009 - 12.2017
Senior Service Manager
Municipal Credit Union
05.2007 - 09.2009
Master of Science - Finance
Baruch College Of The City University Of New York
Bachelor of Science - Criminal Justice
St. John's University
Similar Profiles
Krystal LeonKrystal Leon
Retail Coordinator at Kearny BankRetail Coordinator at Kearny Bank
Krystal LeonKrystal Leon
Retail Coordinator at Kearny BankRetail Coordinator at Kearny Bank
Diqneekwa Johnson-TurnerDiqneekwa Johnson-Turner
Retail Client Experience Manager at Kearny BankRetail Client Experience Manager at Kearny Bank