Victoria Groeger

• Directed all three branch network, operations, credit union banking, compliance, public relations, member development, core training and engagement processes. Develop member household penetration and work to develop sales cultural that based on members needs.
• Strategically planning for the future of North Carolina by developing short, intermediate and long range plans. Working with other departments to deepen the community development and encouragement.
• Ensures consistent delivery of all services, promoting strong customer service standards, regulatory compliance and operational efficiency to encourage continuous improvement.
• Determine and recommend new ways to develop both member and employee engagement and retention.
• Actively lead, manage and monitor projects and committees related to operations in North Carolina, product and sales initiatives to ensure the credit union is aware and incorporating new trends, technology and product offerings to exceed customer expectations. Pushing up local trends and needs of members in North Carolina.

Key Achievements :

• Created a dynamic and responsive team resulting in increased profitable and member experience. Increasing employee retention and working toward team growth and engagement.
• Directed a cross-functional team to evaluate and implement a new core processing, working on being paperless and keeping all branches below budget needs. Reducing losses by putting in place safety preprocess in North Carolina.
• Inspired a culture evolution within the organization to improve the customer experience.
• Evaluated the organizational to make partnerships with other credit unions to meet the needs fo our members. Ensuring that we can deepen relationships and develop cross penetration.
• Consistently exceeded annual budget goals for core retail growth, retail deposit portfolio product mix, fee income, products per household growth and customer profitability.
• Developed and introduced profitable new products.
• Engaged employees in business processes with positive motivational techniques
• Assessed employee performance and developed improvement plans
• Met deadlines by proactively managing individual and team tasks and streamlining processes
• Created strategies to develop and expand existing customer sales, resulting in increase in annual sales
• Maintained friendly and professional customer interactions
• Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set
• Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations

Managed branch delivery channels, retail, deposits, operations and sales functions of the organization including providing leadership, guidance and supervision to retail market managers, retail sales managers, office coordinators, bookkeeping, call center, business development, retail sales representatives and tellers.

• Identifies, improves and actively manages operational efficiencies within the organization by measuring and monitoring the reliability, integrity and security of bank systems.
• Conceptualizes, develops and implements new process controls, approaches and identifying appropriate staffing needs within the organization to achieve the objectives of the company.
• Accountable for establishing short, intermediate and long range strategic planning initiatives to exceed the goals and objectives of the organization by analyzing data, preparing budget estimates, developing marketing strategies and implementing policy and procedures within the business units.
• Research, develop, prepare and deliver retail operational, compliance, product and sales training curriculum for staff through a variety of mediums to ensure new and existing staff are informed and effectively delivering service.

Key Achievements :

• Streamline operational processes which resulted in cost savings, staff reduction and professional development of key employees.
• Enhanced branch security, retail compliance and BSA processes.
• Implemented standard processes, procedures and staff training in the retail and operations departments.
• Develop improved organizational structure of the retail and operations departments to effectively utilize staff strengths.
• Exceed established budget goals through active participation and leadership in sales management and business development programs.
• Created profitable products to increase non-interest fee income.
• Initiated strategy to alter the retail product mix portfolio to successfully reduce interest expenses and increase profitability.

Managed consumer lenders, retail banking, branch networks, member service, relationship managers and business development employees.

• Oversaw sales development and marketing activities for all full service, specialized branch locations and alternative delivery channels including payday lending.
• Effectively nurture and promote a cross sales environment focusing on loan volume, deposit growth, new memberships, services, business, commercial and new retail accounts.
• Train and develop new hires and current staff on sales initiatives, marketing concepts, branding and branch development.
• Evaluate, design and launch loan, deposit and business products for all delivery channels.
• Develop, coordinate and implement branch promotions, sales activities, call parties, guerilla marketing efforts, and trade show events.

Key Achievements:

• Exceeded consumer loan, retail and income budget goals.
• Effectively nurtured and promoted a cross sales environment focusing on loan volume, deposit growth, new memberships, services, business, commercial and new retail accounts.
• Managed budgets to reduce expenses and increase fee income.
• Instituted retail compliance structure to develop sound regulatory performance.
• Facilitated and led a culture change to improve the customer experience.
• Designed, monitored and implemented incentive and sales programs.
• Developed, coordinated and implemented viral marketing strategies.
• Effectively organize and manage corporate and cultural changes within all divisions of the organization.
• Boosted sales and customer loyalty through incentive programs
• Submitted loan applications to underwriter for verification and recommendation
• Examined customer loan applications for loan approvals and denials
• Resolved various issues impacting sales management and business operations
• Complied with regulatory guidelines and requirements
• Consulted customers to boost product sales and services
• Assessed employee performance and developed improvement plans
• Met deadlines by proactively managing individual and team tasks and streamlining processes
• Engaged employees in business processes with positive motivational techniques
• Maintained friendly and professional customer interactions

Hand selected to develop, manage, launch, implement and train personal bankers, managers, officers and brokers within 3 states on the new annuity and insurance programs.

• Actively responsible for internal and field support for dedicated brokerage and platform staff.
• Accountable for compliance training and monitoring to ensure regulatory standards were achieved.
• Strengthened staff skills by developing curriculum and directly training staff within the region using 25 training modules, 7 annuity school training programs, standard platform annuity training manual and licensed banker training program that I produced and initiated.

Key Achievements:

• Created a new revenue stream for the organization to drive investment division income.
• Exceeded budgetary goals and expectations by introducing a new product line to the markets.
• Increased brokerage referrals to dedicated investment representatives.
• Developed and conducted revenue generating activities including call nights, client appreciation events, referral training, seminars and weekly sales ideas.
• Organized and coordinated multiple successful sales staff recognition trips to the Keys, Bahamas and Mexico.
• Tracked delivery goals and developed improvement plans to correct deficiencies
• Communicated with customers via email, over phone or in person to answer questions and provide latest merchandise information
• Trained employees to handle high-volume work loads during seasonal rushes
• Originated, reviewed, processed, closed, and administered customer loan proposals
• Maintained strict confidentiality of bank records and client information
• Submitted loan applications to underwriter for verification and recommendations
• Promoted brand at industry events and through ongoing networking efforts
• Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements
• Utilized risk management strategies to attain high loan approval rates

• Identified partnership opportunities and established favorable business connections.
• Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
• Examined customer loan applications for loan approvals and denials.
• Forecasted trends and recommended improvements based on financial risk analyses.
• Compiled database of loan applicants' credit histories, financial statements and other financial information.
• Assessed employee performance and developed improvement plans.
• Met deadlines by proactively managing individual and team tasks and streamlining processes.
• 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.
• Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
• Boosted sales and customer loyalty through incentive programs.
• Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
• Resolved various issues impacting sales management and business operations.
• Implemented service improvements to enhance sales cycle.
• Maintained friendly and professional customer interactions
• Created strategies to develop and expand existing customer sales, resulting in increase in annual sales
• 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
• Implemented service improvements to enhance sales cycle
• Forecasted trends and recommended improvements based on financial risk analyses
• Consulted customers to boost product sales and services
• Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements
• Resolved various issues impacting sales management and business operations
• Launched new training program to boost employee skills and staff retention rate
• Examined customer loan applications for loan approvals and denials
• Submitted loan applications to underwriter for verification and recommendation
• Boosted sales and customer loyalty through incentive programs
• Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies
• Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments