Casey Robinson

  • Portland OR

TRC Agent 2

Summary

Goal-oriented, self-driven leader with proven capability to excel in a fast paced and challenging environment. Thrives on working multiple projects at once, developing relationships, facilitating solutions within business lines, and originating creative solutions within given framework.

Work History

Work History
Jul 2014 - Present

TRC Analyst, Portland OR

US Bank
  • Chosen as one of four members for pilot team in Portland, OR. Specialized team works in application and software support for over 280 bank-owned systems, completely remote from main team in St. Paul, MN and Dublin, Ireland
  • Initiated and led training project in December 2014 to combat low All Employee Survey results in training satisfaction category. Survey results July 2015 rose from 50% positive rating to 92% in this area, the highest department score for this category at US Bank
  • Initiated and led over 20 conference calls with all members of the team for new application rollouts and product training. including remote computer access and time zone adjustments for St. Paul and Dublin employees
  • Received over 57 eCards and three Bronze Shield award from internal employees since January 1st, 2015, for going above and beyond service expectations
  • Go-to in crisis management situations where critical applications error or shut down; writes and approves bank wide communications to appropriate line groups in compliance with department policy
  • Writes, modifies, and creates procedures within audit compliance and SME approval
  • Collaborated with various departments to improve internal processes, build rapport with Product Managers and Technical Owners, and troubleshoot system issues
  • The Portland team collaborated to create an Audit Control document and nightly review process to ensure compliance, security and quality processes are followed thoroughly
  • Worked with the Learning and Knowledge Management team to create a new Production environment for
Jul 2013 - Jul 2014

Customer Service Manager, Portland OR

US Bank
  • Oversaw all branch operations, with audit compliance as primary responsibility
  • Received top possible score on annual audit after three months in position
  • Branch manager left for new role 9/13, and I filled both Customer Service Manager and Branch Manager roles until 3/14 when replacement was found, taking full responsibility for hiring, sales, training, operations, public relations, and audit compliance
  • Trained four new employees between 9/13-2/14
  • Hosted branch social event monthly as a part of the "First Thursdays in the Pearl" community arts function
  • Received top individual customer service award for the Downtown district. All Gallup service scores from clients 7/13-7/14 I had assisted gave 100% rating to my service level
Aug 2010 - Jul 2013

Personal Banker, Portland OR

US Bank
  • Opened new accounts, loans, and lines of credit within District sales requirements
  • Led multiple sales campaigns with teller staff
  • Excellent Gallup customer service score rating
  • Trained new and existing teller staff in product knowledge and compliance functionality
  • Thorough knowledge of bank procedures, policy, and service level expectations
Feb 2009 - Aug 2010

Assistant Relationship Manager, Salem OR

US Bank
  • High-touch customer service for portfolio clientele
  • Problem-solving within the Bank's system for various client requests or issues
  • Facilitated referrals to other banking partners when appropriate, and subsequent follow up
  • Commercial loan underwriting, compliance, and analysis
  • Spread and analyzed financial statements
Feb 2008 - Feb 2009

Personal Banker, Salem OR

US Bank

See newer Personal Banker role for description

Jun 2006 - Feb 2008

Loan Officer, Salem OR

National City Mortgage
  • Generated referral-based clientele by building loyalty with referral partners and clients
  • Responsible for pricing, structuring, and processing each loan out of a complex set of underwriting guidelines and matrices
  • All business was self-developed
  • Taught new loan officers loan basics, along with marketing plans and sales strategies in monthly training classes

Education

Education
Jan 2015 - Present

Business Administration

Portland Community College

Currently completing core classes for B.S. in Business Administration, transferring to Portland State University in Fall 2016

Sep 2004 - Jun 2005

Business Administration

Umpqua Community College
Jun 2004

High School Graduate, 3.94 GPA

Umpqua Valley Christian Schools

Skills

Skills

Problem Solving

Remote Teambuilding

Worked with teammates in Minnesota on multiple projects, including developing and conducting training via technology and phone

Staff Hiring

Within four months of management position, I was able to hire and train four excellent employees. To date all are still with the bank and on a quality career track.

Application Support

Able to walk high-level internal and clients remotely through over 250 different application set up, access, troubleshooting, and functionality training

Wire Transfers

Full understanding of Wire Transfer process, compliance requirements, and risk models

Customer Service

Top rated Gallup customer service scores within District in CSM role; in current position, assists ultra-high net worth clients and senior management in specialized application support

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