Retail Banking Sales / Operations Director Resumes in US-Arizona: Terry

Retail Banking Sales / Operations Director Resume

Contact Candidate

Name:

Terry

Location:

US-Arizona

Experience:

Most Recent Job Title:

Retail Banking Sales / Operations Director

Objective:

Resume Text:

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QUALIFICATIONS PROFILE

Remarkably astute, competent, and tenacious executive equipped with more than 20 years of Retail Banking, Sales, Operations and Strategic Business Development experience. Possess stellar reputation in implementing effective strategies and plans for multi-million banks to optimize operational efficiency, increase sales, and improve performance. Excel in leading and motivating sales and operations teams to deliver the highest quality and integrity products and services. Accustomed to working and establishing win-win relationships with high net worth and executive level individuals to provide innovative business solutions and ensure utmost satisfaction. Proven effectiveness to multitask in a fast-paced and fiercely competitive retail banking environment.

AREAS OF EXPERTISE

- Sales Action Plans and Development

- Deposit and Loan Production

- Business Management and Operations

- Outstanding Customer Service and Relations

- Financial Lending and Banking Standards

- Marketing Campaigns and Promotions

- Superior Interpersonal and Presentation Skills

- Leadership, Training, and Team Building

- Continuous Process / Performance Improvement

- Strong Organizational and Analytical Abilities

- Problem Resolution and Decision Making

- Articulate Oral and Written Communication

- Risk Management and Compliance

- Security and Operational Controls

EMPLOYMENT HISTORY

EXECUTIVE VICE PRESIDENT / MARKET PRESIDENT 2008–2009

COMMUNITY ASSOCIATION SERVICES DIVISION, SUNWEST BANK - TUSTIN, CA

Directed and coordinated daily operational aspects of developing payment-processing solutions specifically for community associations in Arizona, California, and Nevada. Spearheaded a four-person sales / customer service team to develop their competencies and to achieve maximum performance. Vigorously participated in numerous industry trade groups such as CAI, CACM, AACM, and NACM as well as established direct contact with community management companies and homeowner associations to increase bank’s visibility. Built and cultivated long-term quality relationships with customers to provide utmost satisfaction and to generate referrals and new business opportunities.

Notable Contributions:

- Significantly increased the HOA deposits by $20 million and created a pipeline of 40 new clients in Arizona

- Conceptualized bank deposits proposals to three new community management companies which represented $75 million in deposits

- Streamlined the current signature card to act as a universal signature card for multiple uses

- Cost-effectively saved $85 million in deposits from existing clients to potentially leaving the bank

- Generated sales in Southern and Northern California market as well as in start up Arizona market

- Established and implemented technology for a credit card payment site for client to access lockbox payments online

- Eliminated a significant amount of work on the management company side by redesigning the remote deposit scanners to accept lockbox payments from the management company desktop downloaded to lockbox processing

EXECUTIVE VICE PRESIDENT / MANAGING DIRECTOR, H.O.A. DIVISION 2008

BNC NATIONAL BANK - PHOENIX, AZ

Supervised daily facets of lockbox processing division to effectively manage the Homeowner Association’s payments / deposits. Regularly interacted with customers to provide information in response to inquiries about products and services as well as to address and resolve issues/ concerns in a timely manner.

Notable Contribution:

- Provided innovative loan structuring to support all business related needs to finance capital improvement projects, insurance premium financing, real estate or equipment purchase

EXECUTIVE VICE PRESIDENT / CHIEF OPERATIONS OFFICER, CAB DIVISION 2001–2008

MUTUAL OF OMAHA BANK (FORMERLY KNOWN AS FIRST NATIONAL BANK OF ARIZONA) - SCOTTSDALE, AZ

Initially hired to replace the existing bank security officer as well as to create a Retail Operations Department. Served on the Enterprise Risk Management Committee to evaluate various department procedures and controls and later evaluated the Lockbox / HOA departments. Meticulously led the division responsible for processing lockbox deposits from homeowner associations with community management companies throughout the United States as its primary clients. Gathered and outlined technology issues that needed to be resolved and led a committee that addressed and created quality controls ensuring error free processing. Designated the customer service team by region to ensure customer calls were addressed appropriately. Established and implemented Service Level Agreements for the team to provide exemplary customer service. Worked collaboratively with the engineers on VMS to train the trainers and manage 100 new clients over a one year period.

Notable Contributions:

- Received first the “Presidents Award” for exemplary performance, dedication, and efficiency

- Commended by the President of the bank for successfully creating a set of retail banking procedures and controls within time constraints

- Appointed as the Senior Vice President and a Division Leader of Retail Banking for Arizona as well as for retail operations for the two bank holding company in Arizona and Nevada in March 2002

- Initiated the development of a sales culture based on a commercial calling program

- Obtained $150 million in deposits by innovating a NOW account product

- Achieved 100 million in loans with .10 % in losses by creating a Home Equity product

- Successfully acquired 10 in-store locations and two free standing branch locations and expanded the Retail Operations division as the bank grew in size and complexity

- Personally selected by the Chairman and Owner, Ray Lamb to move to a division lead with his son Phil Lamb in July 2004

- Expanded the department from 17 to 45 customer service team members as well as increasing deposits from $400 million to $1.3 billion over a four-year period

- Played a vital role in developing a sister product called Condocerts, an Internet-based document transfer site allowing the public to purchase resale documents needed for a home sale

- Effectively managed and coordinated the relocation of the operation with 25-member call center to Tempe, Arizona and grew the business to more than 2.5 million doors

- Attained $1 million in net revenue annually for demonstrating a high degree of personal commitment, motivation, and professionalism

- Improved customer satisfaction to 150% by moving the servicing of RUN to the bank controlled environment

VICE PRESIDENT–RETAIL BANK OPERATIONS 1998–2001

M&I BANK ARIZONA (FORMERLY KNOWN AS FIFTH THIRD BANK OF ARIZONA AND STATE SAVINGS BANK) - CINCINNATI, OH

Provided expert oversight to day-to-day operations of $100 million bank and its 11 branches throughout the state of Arizona focused on retail banking operations, BSA, compliance and security. Served as Treasury Management liaison and as member of the Asset Liability Committee. Recognized as the banks’ BSA and Security Officer and partook in branch acquisition team and retail banking sales team.

Notable Contributions:

- Rendered high-level of assistance in developing the bank to $100 million over a three-year period while consistently achieving $10 million annual net income

- Oversaw the conversion from the State Savings host system to the proprietary data systems at Fifth Third Bank in Ohio

EARLIER CAREER

AVP–CASH ACCOUNTING OFFICER 1993–1998

WELLS FARGO BANK (FORMERLY KNOWN AS FIRST INTERSTATE BANK) - PHOENIX, AZ

VICE PRESIDENT / CASHIER 1989–1993

MARQUETTE NATIONAL BANK - CHICAGO, IL

MILITARY BACKGROUND

- VIETNAM VETERAN / USS MIDWAY - United States Navy Reserve (USNR): 1970–1972

> Received Vietnam and Presidential Unit Citations

EDUCATION

ASSOCIATE DEGREE IN CREDIT AND FINANCE

- Morraine Valley Community College, Palos Hills, IL

COURSES TAKEN

- Lewis University, Joliet, IL / DePaul University, Chicago IL

PROFESSIONAL TRAINING

Bank Marketing Certificate, The American Institute of Banking / Credit and Finance Program

Instructed on the Essentials of Banking as well as the Introduction to Bank Accounting for the AIB

PROFESSIONAL AFFILIATION

Member, Community Association Institute

TECHNICAL EXPERTISE

Microsoft Office Suite: Word, Excel, PowerPoint, Access, SharePoint

Host data system report writing tools: Fidelity, Jack Henry, FiServe

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