Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Twanda Thomas

Jackson,MS

Summary

Accomplished financial professional with a proven track record at Hope Federal Credit Union, enhancing customer engagement and satisfaction through exceptional service and leadership. Skilled in both customer service and management. Highly adaptable team leader with excellent background of quick and effective performance. Expert in time management and decision-making, driving operational excellence and team performance.

Overview

21
21
years of professional experience

Work History

Sr. Investor Relations Deposit Associate

Hope Federal Credit Union
08.2020 - Current
  • Provides excellent customer service to Financial Advisor Client members.
  • Analyzed customer data to identify trends and anticipate customer needs.
  • Developed and implemented strategies to increase customer satisfaction and engagement.
  • Utilized customer feedback to improve product offerings.
  • Project management
  • Developed and implement training modules
  • `Serves as the representative between a company and its investors.
  • Communicates financial performance and strategies.
  • Answers investor inquiries.
  • Coordinates events such as conference calls and webcasts.
  • Monitors and presents investor opinions to management.
  • Manages internal and external vendor relationships.
  • Maintains contact lists of analysts, investors, and rating agencies.
  • New associate training


Branch Manager

Hope Federal Credit Union
07.2016 - Current
  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
  • Maintained friendly and professional customer interactions.
  • Assessed employee performance and developed improvement plans.
  • Engaged employees in business processes with positive motivational techniques.
  • Managing staff
  • Ensuring excellent customer service
  • Achieving Financial targets
  • Evaluating financial data and ensuring compliance with regulations
  • Handling administrative tasks such as scheduling




Assistant to the Branch Manager

Hope Federal Credit Union
01.2016 - Current
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
  • Engaged employees in business processes with positive motivational techniques.
  • Assessed employee performance and developed improvement plans.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
  • Complied with regulatory guidelines and requirements.
  • Submitted loan applications to underwriter for verification and recommendation.
  • Implemented service improvements to enhance sales cycle.
  • Examined customer loan applications for loan approvals and denials.

Branch Manager

Renasant Bank
02.2014 - 10.2016
  • Maintained friendly and professional customer interactions.
  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
  • Assessed employee performance and developed improvement plans.
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
  • Generated financial and operational reports to assist management with business strategy.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.

Loan Officer Assistant

Renasant Bank
02.2012 - 02.2014
  • Documented borrower's information in loan processing system and resolved any discrepancies.
  • Assisted with timely loan closing and funding activities with efficient management of task checklists.
  • Worked with Loan Officer to create application profile in system and review key information at various stages within process.
  • Monitored key dates to obtain information by deadlines.
  • Communicated with customers daily to request information and complete paperwork.
  • Liaised with clients to guide through loan closing process and skillfully handle any concerns.
  • Set up files using loan officer checklist and submitted on-time for processing.

Customer Service Manager

Wells Fargo Bank
01.2008 - 02.2012
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Followed through with client requests to resolve problems.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Researched and corrected customer concerns to promote company loyalty.

Financial Center Manager

Wachovia Bank-Wells Fargo Bank
01.2004 - 01.2008
  • Built and lead high-performance team focused on achieving sales and service goals.
  • Implemented policies to improve efficiency and team performance.
  • Performed banking, business administration and financial tasks to guarantee five-star service for clients.
  • Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
  • Complied with established internal controls and policies.
  • Prepared internal and regulatory financial reports, balance sheets and income statements.
  • Developed strategic plans for day-to-day financial operations.
  • Collaborated with internal business partners to deliver cohesive banking experience to customers.

Education

Certification - Medical Assisting

Moore Career College
Baton Rouge, LA

High School Diploma -

Forest Hill High School
Jackson, MS
05.1988

Skills

  • Customer Service
  • Time Management
  • Attention to Detail
  • Computer Skills
  • Leadership Qualities
  • Courteous and Professional
  • Relationship Building
  • Oral communication
  • Decision-Making
  • Customer Engagement
  • Workplace Safety
  • Data Entry

Certification

Licensed Life Insurance Producer #10345240

NPN: 17366731

Notary

Timeline

Sr. Investor Relations Deposit Associate

Hope Federal Credit Union
08.2020 - Current

Branch Manager

Hope Federal Credit Union
07.2016 - Current

Assistant to the Branch Manager

Hope Federal Credit Union
01.2016 - Current

Branch Manager

Renasant Bank
02.2014 - 10.2016

Loan Officer Assistant

Renasant Bank
02.2012 - 02.2014

Customer Service Manager

Wells Fargo Bank
01.2008 - 02.2012

Financial Center Manager

Wachovia Bank-Wells Fargo Bank
01.2004 - 01.2008

Certification - Medical Assisting

Moore Career College

High School Diploma -

Forest Hill High School

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Twanda Thomas