Wyatt Dewan

• Supervise the Video Relations Teller Help Desk, providing real-time support, coaching, and direction to team members while approving transaction overrides and resolving teller and member inquiries to ensure efficient and accurate service
• Maintain high service standards by emphasizing courtesy, promptness, and accuracy in all member interactions, and address escalated service issues through thorough research and resolution
• Build strong, trust-based relationships with TTCU members, providing personalized assistance via phone, call queues, Microsoft Teams, and in-person interactions to meet a wide range of member needs
• Deliver technical support and education on TTCU’s Interactive Teller Machines (ITMs), guiding members on how to use key features to improve their self-service experience and overall financial well-being
• Motivate Video Relations Tellers to cross-sell credit union products and services, leading by example in analyzing member profiles and promoting tailored solutions to support both member goals and organizational objectives
• Lead onboarding and development of new and existing Video Tellers, conducting on-the-job training, mentoring, and continuous coaching to accelerate learning and ensure consistent performance
• Assist Video Relations Management with daily operations, including opening and closing the Video Relations Center, while supporting team scheduling and performance evaluations
• Monitor teller adherence and staffing efficiency, ensuring schedule coverage aligns with service goals, and coordinate employee schedules to maintain operational effectiveness
• Conduct quality assurance monitoring and participate in video calibrations, evaluating transaction accuracy, communication effectiveness, and service delivery to uphold TTCU standards and identify opportunities for improvement

• Consistently exhibits and communicates an exemplary first impression as the primary point of contact.
• Works to understand Members financial needs and address each need by making appropriate product and service recommendations.
• Assist Members with consumer loan applications, including gathering information, auditing for completeness, and keeping an open line of communication related to the status of loan application(s), which includes subsequent questions or concerns that may arise
• Open new accounts, including all deposit-related products ensuring all required information is gathered, complete, accurate, and complies with policies procedures, and auditing guidelines.
• Building caring, and engaging relationships by earning the trust of Members.
• Provide accurate, thorough answers to questions by utilizing various resources including handouts, peers, and supervisors.
• Provide technical support, and guidance by utilizing technological advancements and demonstrating how it can contribute to their overall financial well-being.
• Assist members by providing expert-level knowledge, specifically related to questions on IRA, Trust, and life stages (specialty services) products, and/or services that TICO offers.
• Contribute to the achievement of production and service goals by building trusting relationships with Members and fellow employees, staying informed on current products, services, and promotions, and by utilizing Keyinsight to help determine Member needs and refer appropriate services.

• Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
• Process teller transactions including deposits, withdrawals, loan payments, and share branching transactions

• Answer phone calls to assist members in problem resolution

• Open new member accounts according to policy and close member accounts according to policy

• Conduct loan interviews

• Process and fund auto loans

• Provide excellent customer service to members

• State certified notary

• Assisted customers with account maintenance, resulting in increased client retention.
• Handled sensitive information securely, ensuring confidentiality and compliance with bank policies.
• Increased efficiency by identifying process improvements and suggesting changes that were implemented across the team.
• Mentored team members to enhance professional development and accountability in workplace.
• Created employee lunch and break schedules
• Completed audit papers by thoroughly documenting audit tests and findings.
• Trained, developed, and coached new employees in procedures, bank policies and technical skills to promote compliance with established standards.
• Evaluated employees' performance and offered recommendations for improvement to enhance operations efficiency.
• Assists between 40-70 members through Interactive Teller Machine with variety of transactions such as: deposits, withdrawals, loan payments, etc

• Retrieved and delivered vehicles from dealerships to the shop for custom work; communicate with managers and sales staff of dealerships; maintain cleanliness of shop.

• Lead and oversee 30-40 volunteers to teach children's ministry and oversee children's classrooms

• Worked within budget to purchase supplies

• Trained new volunteers for children's ministry