YASEMIN KIDD
Lacey,WA
Summary
Proactive Assistant Branch Manager with great financial product expertise and passion for customer service. Commended for going above and beyond to exceed corporate goals demonstrated over 6 years of financial industry expertise.
Overview
14
14
years of professional experience
Work History
Assistant Branch Manager
Community 1st Credit Union
01.2022 - Current
- Trained and developed new team members in alignment with branch service standards and objectives.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
- Supervised team of 3 branch employees and made recommendations regarding performance evaluations.
- Reviewed credit applications for risk factors and credit worthiness.
- Wrote and administered employee performance reviews to monitor customer service and personal sales of 3-member team.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Coached and developed branch staff by offering constructive feedback and BAI training opportunities.
- Worked with Loan PQ
- Supervised team of [Number] branch employees and made recommendations regarding performance evaluations.
- Wrote and administered employee performance reviews to monitor customer service and personal sales of [Number]-member team.
- During Conversion of our Core System from Data Safe to Keystone I was part of the testing Team for accuracy of data transfer to insure staff and members had a smooth transaction to the new System.
- Trained Staff with Vault and ATM
Senior Teller
Community 1st Credit Union
01.2018 - 01.2022
- Performed general teller duties for drive-thru line.
- Coached and trained 3 of new bank tellers.
- Maintained, organized and stocked teller window areas.
- Answered phone and email inquiries on banking products.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Managed shift schedule for team of 3
- Answered inquiries regarding checking and savings accounts and other related products.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Replenished ATM funds in empty canisters prior to validation process.
- Identified potential needs through observation, questioning, and listening.
- Mentored and trained new tellers on bank procedures and customer service standards.
- Received car loan, home loan, and other payments and posted to accounts.
- Created teller schedule to keep weekly and weekend shifts properly staffed.
- Investigated and promptly resolved issues with patron accounts.
- Developed and implemented innovative strategies to improve customer satisfaction and increase sales.
- Introduced customers to other bank team members to help meet financial needs.
Member Service Representative
Navy Federal Credit Union
09.2014 - 06.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Educated and engaged customers with new bank products and services.
- Responded to customer calls and emails to answer questions about products and services.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Verified customer identification and documentation for compliant transactions.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Maintained and managed customer files and databases.
- Resolved customer issues through thorough dispute investigation.
- Cross-sold bank services and products to uplift customer investments.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
Travel Clerk
FMWR
10.2009 - 11.2011
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
Education
High School Diploma -
Max Eight Schule
Sprendlingen/Germany06.1992
Skills
- Corporate Standards
- Client Rapport-Building
- Securities Safekeeping
- Resource Allocation
- Excellent Team Leadership
- Operations Management
- Recruit Well-Qualified Staff
- Employee Scheduling
- Strong Interpersonal Skills
- Loan Product Expertise
- Financial Reporting and Analysis
- Typing and 10-Key Entry
- Member Relationship Management
- Financial Advising
- Credit Approval and Denial
- Financial Services
- Staff Development
- Write Reports
- Vault Audits
- Loans
- Banking
- Financial Product Advisement
- Teller Auditing
- Performance Appraisal
- Word Processing
- Credit Application Review
- Microsoft Access
- Cash Handling
- Employee Performance Reviews
- Bank Security Expertise
German, Turkish
I can speak, read and write three languages proficiently, (English, Turkish, and German)
Languages
German
Native or Bilingual
Turkish
Native or Bilingual
Timeline
Assistant Branch Manager
Community 1st Credit Union
01.2022 - Current
Senior Teller
Community 1st Credit Union
01.2018 - 01.2022
Member Service Representative
Navy Federal Credit Union
09.2014 - 06.2015
Travel Clerk
FMWR
10.2009 - 11.2011
High School Diploma -
Max Eight Schule
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