Macy Toliver
Newnan
Summary
Results-oriented retail banking manager with over 12 years of experience in banking and insurance. Proven leadership abilities foster strong relationships with team members, driving progress and achieving exceptional outcomes. Expertise in business development strategies enhances growth opportunities and consistently delivers top-tier results. Committed to leveraging industry knowledge to elevate organizational performance and client satisfaction.
Overview
11
11
years of professional experience
Work History
AVP/Banking Center Manager
Bank OZK
03.2022 - Current
- Collaborated with VPs in order to grow business partners through prospecting, and follow-up activities.
- Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
- Trained and coached team members to maintain high productivity and performance metrics.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Observed each employee's individual strengths and initiated a mentoring program to improve areas of weakness.
- Established policies and procedures that improved operational efficiency within the organization.
- Oversaw talent acquisition efforts, selecting top candidates who contributed significantly to organizational success.
- Streamlined communication channels between departments, facilitating better collaboration on projects across the organization.
- Developed and maintained strong relationships with clients, resulting in increased business opportunities.
- Maintained compliance with industry regulations by implementing risk mitigation measures and maintaining accurate documentation.
- Successfully managed change within the organization, ensuring smooth transitions during periods of restructuring or process improvements.
Senior Client Service Specialist/Teller Manager
Bank OZK
12.2020 - 03.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Monitored cash drawers and vault totals and maintained adequate cash supply.
- Identified and resolved discrepancies and errors in customer accounts.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Cross-trained and provided backup support for organizational leadership.
- Followed through on all critical inter-departmental escalations to increase customer retention rates.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff in operating procedures and company services.
- Maintained up-to-date knowledge of product and service changes.
- Provided expert guidance on product offerings and services available to clients, ensuring they received optimal value from their investments with the company.
- Reduced client attrition rates by proactively identifying potential issues and implementing tailored solutions to retain valuable customers.
Senior Financial Relationship Consultant-Team Lead
Regions Bank
02.2017 - 12.2020
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
- Worked with clients to support understanding of rationale and details of financial strategies.
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each client’s individual needs.
- Delivered strategic investment advice for individual and corporate clients.
- Facilitated new client onboarding process and investment account setup.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Increased client satisfaction by providing personalized financial advice and investment recommendations.
Insurance Agent
Melinda Taylor State Farm
06.2014 - 02.2017
- Maintained high standards of customer service by building relationships with clients.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Determined client needs and financial situations by listening to and scheduling fact-finding appointments.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Cross-sold insurance products to existing clients to reach sales targets.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Identified and solicited sales prospects in agency databases.
- Built strong relationships with clients through consistent communication and excellent customer service.
Education
Associate of Science - Accounting
Southern Regional Technical College
Bainbridge, GA12.2022
Skills
- Operations Management
- Crisis Management
- Growth planning
- Procedure Implementation
- Staff Management
- Consultative Sales
- Product Knowledge
- Corporate Communications
- Partnership Development
- Performance Improvement
- Office Management
- Strategic Planning
- Complaint resolution
Timeline
AVP/Banking Center Manager
Bank OZK
03.2022 - Current
Senior Client Service Specialist/Teller Manager
Bank OZK
12.2020 - 03.2022
Senior Financial Relationship Consultant-Team Lead
Regions Bank
02.2017 - 12.2020
Insurance Agent
Melinda Taylor State Farm
06.2014 - 02.2017
Associate of Science - Accounting
Southern Regional Technical College
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