VERONICA SCOTT
Southaven,MS
Summary
Dynamic AVP Branch Manager at Banc Of California with a proven track record in revenue generation and operational leadership. Expert in building high-performing teams and driving business growth initiatives. Adept at strategic planning and crisis management, consistently achieving superior financial results while fostering a culture of accountability and excellence. Motivated professional with a commitment to top-tier performance. Strong leadership and motivational skills in addition to a focus on customer satisfaction. Maximize quality assurance through compliance with regulatory guidelines and training initiatives. Unwavering commitment to customer satisfaction, with the ability to build productive relationships, resolve complex issues, and win customer loyalty.
Overview
25
25
years of professional experience
Work History
VP Branch Operations Manager
Regions Bank
Memphis, Tennessee
10.2025 - Current
- - Leads small team of branch associates to support new revenue generation by identifying customer needs and offering guidance on Region solutions.
- - Conducts outside sales activity based on market opportunity to bring in new business clients while maintaining and growing consumer and business banking relationships.
- - Coaches and develops branch associates through IConnect sales, service, and coaching process with support from assigned mentor, senior managers, and internal partners.
- Provides consistent and timely coaching and guidance to associates to assist with strengthening their product knowledge and identifying customer needs
- Educates and advises customers on Regions Consumer and Business products and services, including all loan and deposit types in addition to assisting with annuities and life insurance
- - Educated associates, customers, and communities on financial wellness best practices and emerging bank technology, enhancing understanding and engagement with services.
- Ensured a consistent optimal customer experience, including handling customers’ transactional needs. This included sharing responsibility for greeting customers and processing transactions to accommodate customer preferences.
- Resolved escalated customer and associate issues while counseling associates in collaboration with senior leadership and Human Resources to foster a supportive work environment.
- Maintains relationships with Line of Business partners and refers customers to an internal team of experts when additional complex financial goals and needs are recognized
- Oversaw recruitment and selection activities for branch staff
- Followed all bank policies, processes, procedures, and internal audit requirements while adhering to applicable laws and regulations. Completed individual duties specific to the role of Branch Manager, ensuring associates in the branch fulfilled their operational risk management responsibilities.
AVP, Branch Manager
Banc Of California
Rancho Cucamonga, CA
01.2002 - Current
- Delivered an exceptional customer experience while providing clarity, focus, and motivation to achieve branch excellence. Within my area as AVP branch manager I am responsible for achieving superior financial results, including my own productive accomplishments, driving bank revenue, acquiring new market share, expanding existing relationships and ensuring compliance with overall bank and regulatory policies and guidelines. Built and developed a diverse and high-performing branch team to accomplish branch goals. I perform all duties in accordance with the company's policies, standards and procedures, all U.S. states and federal laws and regulations.
- Collaborated with management on strategic initiatives that drive organizational success.
- Implemented internal controls to ensure compliance with applicable laws and regulations.
- Developed and managed a team of 10+ professionals to ensure successful completion of projects within the given timelines.
- Resolved complex issues efficiently, enhancing operational effectiveness and customer satisfaction.
- Maintained accurate records of financial transactions, ensuring compliance and facilitating timely reporting.
- Established and nurtured a culture of accountability and integrity, driving excellence across the organization.
- Demonstrated strong ethical leadership and upheld high standards of conduct and professionalism.
- Trained staff on all policies and procedures to prevent system and documentation errors.
- Communicated pertinent corporate information to staff regarding changes in policies and procedures.
- Maintain satisfactory internal and external audit, certification, compliance and ABA ratings.
- Documented corrective actions taken to eliminate repeat exceptions.
- Achieved timely completion of all required certifications.
- Oversee all branch activity to minimize controllable losses.
- Proactively address potential losses to minimize exposure.
- Hold regular fraud training and loss prevention meetings with staff to stress the importance of fraud. This includes all new employees
- Completed regular training on all security topics and documented training sessions. This includes completing all Tool Kits timely and effectively with all branch team.
- Monitored staff completion of BAI trainings by the given deadlines for each period.
- Monitor and control overtime expense, service fee reversals, Federal Express fees and branch supply expenses
- Effectively monitor service levels for customer satisfaction. Strive to receive no written complaints in service.
- Proactively address all customer service issues to resolution and escalate as appropriate.
- Ensure daily tasks conducted for customers and branch prepared documentation sent to them are accurate and of the highest quality to maintain high customer service satisfaction.
- Demonstrated adaptability by performing various functions within the branch, including teller and new accounts activities, to maintain high customer service levels.
- Function as a role model for team, including leading by example and consistently maintaining professional standards.
- Recruit, develop, and retain high-performing team members.
- Coach and support employee career development throughout the year.
- Proactively address performance or behavioral issues in a timely and constructive manner and escalate to next level of management as appropriate.
- Complete annual performance reviews in a timely manner. Ensure to meet regularly with the staff to review progress of goals for the year and address opportunities to be able to achieve goals for the year.
- Exercise all efforts to retain existing deposits from leaving the bank.
- Effectively train and educate staff on all bank services and products bank can offer to partner with customers in matching them with proper products to enhance their company's efficiency and productivity.
Skills
- Operations management
- Internal communications
- Crisis management
- Operational leadership
- Business development
- Project management
- Strategic planning
- Policy development
- Performance improvement
- Procedure implementation
- Growth planning
- Revenue generation
- Schedule management
- Budget management
- Staff management
- Teamwork and collaboration
- Problem-solving abilities
- Multitasking
- Time management abilities
- Business growth initiatives
- Decision-making
- Adaptability
- Hiring and onboarding
- Relationship building
- Performance evaluations
- Goal setting
- Written communication
- Professionalism
- Staff training/development
- Delegating work
Personal Information
Title: Branch Operations Manager
Timeline
VP Branch Operations Manager
Regions Bank
10.2025 - Current
AVP, Branch Manager
Banc Of California
01.2002 - Current