Vivian Floyd
Lake Park,GA
Summary
Results-oriented team leader with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance. Empowers, trains, and coaches teams to help achieve their full potential.
Overview
9
9
years of professional experience
Work History
PersonalBanker Branch Manager
Southeastern Credit Union
11.2023 - 09.2025
- Led and supported team that provided a personalized, member-focused banking experience, including loans, deposit accounts, certificates of deposit, and general account services
- Maximized department growth by directing team members in remote account opening and loan closing, ensuring prompt follow-up and ensuring members' financial needs were met
- Attained low abandoned call numbers through team direction, scheduling, and emphasizing efficient and personable member service
- Cross-trained existing employees to maximize team agility and performance
- Developed detailed training materials to ensure effective training and to establish reference material for employees across the credit union
- Acted as SME on several credit union projects involving member service, account opening, loan production, and a system conversion
- Trained 40 MSOs and Consumer Lenders in using a new account and loan application software, and conducted subsequent training when needed
- Scheduled employees for working Saturdays on a monthly basis, taking into account budget and PTO requests
- Monitored and maintained several internal programs used by all employees of the credit union, such as Online Banking, Bill Pay, and member service follow-up tickets from overflow calls that were handled by a third-party
- Monitored accounts for suspicious and fraudulent activity, acting swiftly to contain compromised memberships and minimize loss for both the member and the credit union
- Supported employees through consistent coaching, huddles, and performance evaluations to ensure goals for the department were met and employees were satisfied, supported, and excelled in their positions
- Delegated recurring key tasks on a rotational basis to employees, ensuring well-rounded experience and performance
- Ensured quality member service by reviewing recorded calls, as well as monitoring live member interactions to coach and troubleshoot with employees
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Showed consistent department growth in both loans and deposit accounts, oftentimes exceeding goals set by upper management
- Collaborated with senior management as well as other peers in management to satisfy members and troubleshoot issues with various products
- Provided branch support for troubleshooting new account and loan opening software, and assisted in ticket submission for booking and document generation errors
- Stayed up-to-date on new banking regulations and ensured my team completed annual compliance training
PersonalBanker Member Service Officer
Southeastern Credit Union
06.2022 - 11.2023
- Provided exceptional and personable member service at every interaction
- Accepted virtual loan and deposit applications, and ensured prompt closing with a consistent follow-up schedule
- Provided onboarding training for several new employees, including tellers, Member Service Officers, and branch managers
- Appointed as SME on several credit union projects involving member service, account opening, loan production, and a system conversion
- Provided coverage at other branches as needed, including both MSO and teller coverage
- Developed several pieces of training material, including a manual for new tellers and MSOs
- Remained up-to-date on new banking regulations and participated in annual training on compliance policy
- Monitored accounts for unusual activity in instances of compromised accounts and acted swiftly to secure memberships to prevent loss to the member and credit union
- Took calls from members pertaining to various needs, including debit card troubleshooting and disputes, online banking resets, adding authorized signers to accounts, among other needs
- Provided branch support for troubleshooting new account and loan opening software, and assisted in ticket submission for booking and document generation errors
Universal Banker
The Heritage Bank
01.2017 - 06.2022
- Provided uncompromising client service in a friendly, responsive, and accurate manner
- Maintained an accurate till while adhering to client service standards at the bank's highest volume branch
- Trained new hires and fellow tellers in branch operations such as vault management, document processing, and customer service tasks such as filing debit card disputes and closing accounts
- Opened consumer and commercial accounts, certificates of deposits, took loan references, and sold products that met client's financial needs
- Managed the branch's vault, maintained safe deposit boxes and new account reviews, and assembled the team schedule for management review
- Led peers in day-to-day operations, delegated lunch scheduling, mentored team members, became go-to resource in branch operations, transaction processing, and problem solving in difficult, out of the ordinary situations
- Researched and corrected transaction errors and teller outages for myself and my peers
- Worked closely with management to ensure branch goals were met and branch operations and procedures were upheld
- Networked and participated in community events to promote the bank, attain new clients, and establish rapport with current clients
- Strategized with branch staff on promotions and methods to attract new clients and establish new business relationships
Education
Some College (No Degree) - Marketing
Kennesaw State University
Kennesaw, GASkills
- Training
- Customer Service
- Technical Writing
- Loan Underwriting and Preparation
- Active Listening
- Team Leadership
- Adaptability
- MeridianLink
- JHA Symitar
- Microsoft Word
- Issues resolution
- Opportunity identification
Timeline
PersonalBanker Branch Manager
Southeastern Credit Union
11.2023 - 09.2025
PersonalBanker Member Service Officer
Southeastern Credit Union
06.2022 - 11.2023
Universal Banker
The Heritage Bank
01.2017 - 06.2022
Some College (No Degree) - Marketing
Kennesaw State University