Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Michelle Payne

Abbotsford,Canada

Summary

Experienced Assistant Branch Manager with a proven track record in managing branch operations and driving team performance. Successfully implemented process improvements to enhance customer satisfaction and operational efficiency. Skilled in branch operations management, ensuring seamless daily functions and customer satisfaction. Utilizes strategic thinking to implement efficient processes and enhance team productivity, with knowledge of leadership and problem-solving contributing to sustained success in dynamic environments.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Assistant Branch Manager

Envision Financial Credit Union
10.2022 - Current
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
  • Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
  • 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.
  • Coached and developed branch staff by offering constructive feedback and Up-skilling training opportunities.
  • Improved teller accuracy by implementing standardized cash handling procedures and conducting regular audits on cash drawers.
  • Streamlined branch operations for increased efficiency through implementation of new processes and procedures.
  • Contributed to the development and implementation of strategic plans for the branch that aligned with overall bank objectives, driving sustained growth and success.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
  • Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
  • Supervised team of 11 branch employees and made recommendations regarding performance evaluations.

Senior Financial Advisor

Envision Financial Credit Union
11.2019 - 10.2022
  • Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
  • Stayed abreast of economic trends and market fluctuations, guiding clients through complex financial decisions.
  • Generated new business leads through extensive networking, referrals, and strategic partnerships.
  • Assisted clients during major life events such as retirement planning or college funding preparations.
  • Managed MFDA Products and Services
  • Arrangement and Participation in branch campaigns, and employee incentive drives within branch (Front Line and Sales Team)
  • Assisted in ABM / BM duties. Compliance, Scheduling, Trouble Shooting and handling member complaints
  • Aided in Leadership, Training and Mentoring New and Existing Employees
  • Sales leadership / coaching
  • Developed & Facilitated a Personal Investment Plan Cohort across the East Region up-skilling 45 advisors
  • Managed a diverse portfolio of clients, ensuring optimal returns on investments and minimizing risks.
  • Established a strong referral network by fostering relationships with industry professionals such as attorneys, CPAs, and real estate agents within the Fraser Valley

Financial Services Advisor

Envision Financial Credit Union
01.2018 - 11.2019
  • Built strong relationships with clients through consistent communication and exceptional customer service.
  • Consistently met or exceeded sales targets by effectively promoting company''s financial products and services.
  • Established a solid referral network through active participation in industry events and professional associations.
  • Assisted clients in navigating complex financial topics, making informed decisions about their futures.
  • Educated clients on various investment options, empowering them to make confident choices about their finances.
  • Provided ongoing support for clients during life events such as career changes or family transitions, adjusting strategies accordingly.

Customer Service Representative

Westminster Savings Credit Union
09.2016 - 01.2018
  • Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
  • Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Processed customer transactions promptly, minimizing wait times.
  • Resolved customer issues promptly, fostering positive relationships between the bank and its clients.

Counsellor / Advisor

South Fraser Options Pregnancy Centre
06.2013 - 11.2013
  • Assisted clients in setting realistic goals, developing action plans, and monitoring progress towards achievement.
  • Maintained accurate documentation of client interactions, assessments, and progress notes for effective case management.
  • Educated clients on available community resources, fostering a sense of empowerment and selfsufficiency.
  • Guided clients in developing skills and strategies for dealing with problems.
  • Implemented behavioral modification strategies to help clients develop healthier coping mechanisms.
  • Used cognitive behavior therapy to assist clients in recognizing and redirecting poor habits.
  • Developed individualized counseling plans for clients to incorporate short-term and long-term goals.
  • Implemented evidence-based therapeutic interventions to promote positive behavior change.
  • Established trusting therapeutic alliances with clients through empathetic listening, validation, and unconditional positive regard.

Education

Investment Funds Institute of Canada -

CIFC
Canadian Investment Funds Course
01.2019

Personal Financial Planning Fundamentals (CUIC240) - Personal Financial Planning Fundamentals

CCUA – Canadian Credit Union Association
01.2018

Diploma - Applied Psychology and Counselling

University of The Fraser Valley
Abbotsford, BC
01.2014

Skills

  • Adaptable to changing work environment

  • Multi-tasker

  • Detail oriented

  • Organized

  • Critical thinking and analysis

  • Conflict resolution

  • Staff education and training

  • Relationship building and management

  • Staff development and management

  • Client relationship management

  • Sales management

  • Strong leadership

Certification

  • RIS - Responsible Investing Specialist
  • CAPPS
  • WHMIS
  • ASIST
  • NCI – Non-Violent Crisis Intervention


References

REFERENCES AVAILABLE UPON REQUEST

Timeline

Assistant Branch Manager

Envision Financial Credit Union
10.2022 - Current

Senior Financial Advisor

Envision Financial Credit Union
11.2019 - 10.2022

Financial Services Advisor

Envision Financial Credit Union
01.2018 - 11.2019

Customer Service Representative

Westminster Savings Credit Union
09.2016 - 01.2018

Counsellor / Advisor

South Fraser Options Pregnancy Centre
06.2013 - 11.2013

Investment Funds Institute of Canada -

CIFC

Personal Financial Planning Fundamentals (CUIC240) - Personal Financial Planning Fundamentals

CCUA – Canadian Credit Union Association

Diploma - Applied Psychology and Counselling

University of The Fraser Valley

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Michelle Payne