Devin Brandon
Carson
Summary
Banking and Credit Union professional with over seven years of experience working in contact centers and branches. Demonstrated ability to exceed goals, increase revenue, and develop high-performing teams, while maintaining a high level of accuracy and compliance with all banking rules and regulations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Relationship Consultant II
US Bank NA
Gardena
10.2024 - Current
- Executed teller transactions for consumer and business accounts.
- Balanced vault, TCR, teller drawer, and BCF.
- Opened new accounts for consumer and business customers.
- Submitted and processed credit card and loan applications for consumers and businesses.
- Responsible for meeting various performance goals, including sales, accuracy, and customer service.
- Developed relationships with customers and suggested products and services to best fit their needs.
- Responsible for increasing branch revenue by growing and maintaining a book of business.
- Responsible for providing guidance and training to CRC I, and Tellers.
- Referred clients to various partners, including Wealth Management, Small Business Banking, Mortgage Officers, and Operation Hope.
- Led team meetings on a revolving schedule.
- Retained and resolved escalated customer complaints and issues.
- Resolved software and hardware issues by opening tickets and working with vendors, as needed.
Contact Center Manager
POPA Federal Credit Union
Cerritos
08.2020 - 05.2024
- Ensured that call queues, emails, and online requests are processed accurately and efficiently.
- Performed research to resolve complex member and employee complaints, and escalated issues.
- Responsible for underwriting, decisioning, and processing consumer loans, including credit card, auto, home, and personal loans.
- Implemented new products, services, and programs within the department, and generated procedures accordingly.
- Responsible for tracking and reporting Contact Center metrics and performance, while suggesting changes to improve operations.
- Assisted and supported the VP of Member Services with various functions and projects.
- Responsible for meeting department revenue and member service goals.
- Maintained current knowledge of trust, power of attorney, rep payee, deceased accounts, etc.
- Responsible for performing team annual reviews, coaching, hiring, and training staff.
- Reviews and provides overrides to team members as needed.
- Ensured the Contact Center remained in compliance with all Credit Union laws and regulations.
- Cross-trained to manage and cover branches when needed.
- Attended board planning meetings to present annual findings to executive management and the board of directors. Recommends changes for the following year.
Relationship Manager
South Bay Credit Union
Lomita
07.2017 - 08.2020
- Ensured smooth operations of the branch and virtual branch.
- Led weekly branch meetings, and hosted various trainings.
- Increased revenue through cross-selling, participating in community events, and proactive outreach.
- Opened new accounts and processed consumer loans online and in-branch.
- Provided guidance and training to newly hired employees.
- Performed various virtual branch tasks, such as mobile and ATM check reviews, ITM transactions, and email requests.
- Processed card, ATM, and ACH disputes.
- Processed and approved incoming and outgoing wires (domestic and international).
- Accurately handled various teller and account transactions.
Education
MBA - Business Administration & Management
Southern New Hampshire University
Manchester05-2022
Skills
- Loan processing
- Branch and Call Center Management
- Account management
- Team leadership
- Sales techniques
- Regulatory compliance
Certification
NMLS #2040894
Systems
- Symitar: Core Platform
- CUBase Gold: Core Platform
- CEI & Fusion: Core Platform and Sales Manager
- Vuesion: Call and Email Queue Manager
Timeline
Customer Relationship Consultant II
US Bank NA
10.2024 - Current
Contact Center Manager
POPA Federal Credit Union
08.2020 - 05.2024
Relationship Manager
South Bay Credit Union
07.2017 - 08.2020
MBA - Business Administration & Management
Southern New Hampshire University
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