IWONA HORN

Branch Manager

Ben Franklin Bank/CAFCU

Rolling Meadows

09.2005 - Current

Led daily operations and ensured compliance with credit union policies.
Managed staff training and development to enhance service quality.
Oversaw branch performance and implemented improvements to workflows.
Facilitated member services, addressing inquiries and resolving issues promptly.
Coordinated marketing initiatives to promote credit union products and services.
Analyzed financial reports to inform strategic decision-making processes.
Fostered relationships with community partners to enhance branch visibility.
Managed staff scheduling, hiring and training processes.
Implemented risk management strategies to safeguard member assets.
Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
Managed and inspired team members to perform to full potential, driving branch profitability.
Conducted regular performance reviews for all employees in the branch.
Provided guidance and support to team members regarding problem resolution and customer service issues.
Resolved escalated customer complaints in a timely manner.
Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
Assigned duties to employees and examined work for accuracy, neatness and timeliness.
Facilitated weekly meetings with staff members to discuss progress on current initiatives.
Disciplined employees to encourage compliance with company policies and procedures.
Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
Performed regular audits of financial records in order to ensure accuracy.
Participated in community events to promote brand awareness.
Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.