Stephanie Chapin, CCUE
3550 Crosby Road Cloquet, Minnesota 55720 [Send email to request phone number] 79.0124 [Send email to request phone number] 91.4995
[Send email using form at bottom]
“She is the most dependable team player, cheerful, and has a good judgment and
mature outlook. She ensures of logical and practical approach to all her
endeavors. Stephanie has always displayed a high degree of integrity,
responsibility, and ambition.”
--Sherri Donaldson, Loan Officer NCCU
QUALIFICATIONS PROFILE
Multifaceted, dynamic and conscientious senior executive, equipped with more
than 20 years of Business Management, Sales and Customer Service experience.
Possess stellar reputation in implementing effective strategies and plans to
optimize operational efficiency, increase sales and improve staff performance.
Excels at leading and motivating teams to deliver the highest quality and
integrity products and services. Accustomed to working and establishing win-win
relationships with diverse level of individuals to provide innovative business
solutions and ensure utmost satisfaction. Highly capable to multitask in a
fast-paced, fiercely competitive environment.
AREAS OF EXPERTISE
Business Management and Development
Sales Strategies and Action Plans
Compliance and Procedure Auditing
Project Management and Operations
Marketing Campaigns and Promotions
Outstanding Customer / Public Relations
Continuous Process / Performance Improvement
Budgetary Planning and Control
Superior Interpersonal and Presentation Skills
Product Positioning and Brand Awareness
Leadership, Training and Team Building
Organized with Strong Analytical Abilities
Conflict Resolution and Decision Making
Articulate Oral and Written Communication
CAREER HIGHLIGHTS
Worked hand-in-hand with the local police’s Financial Crimes Unit to create
new procedures, develop staff skills and update security systems, which resulted
in the successful reduction of fraud.
Successfully directed the implementation of two credit union branch offices
and played an integral part of the Planning Committee for a third branch.
Appointed to establish and implement organizational policies beyond the scope
of authority of department heads, including lending exceptions and wire
authority. Reviewed contracts, office leases and union bargaining agreements to
ensure proper verbiage and contract administration
Significantly reduced grievances during tenure as COO and improved
departmental cooperation.
Improved external audit reports by researching, designing and implementing
financial compliance programs that insured adherence to federal and state credit
union safety and soundness regulations
Initiated the development of Bank Secrecy Act Policy and was assigned as BSA
compliance officer.
Created a computerized training manual with ongoing evaluation and
improvements in policies and procedures for the credit union, which reduced
errors and improved customer service.
Forged positive working attitude to foster team unity and improved procedures
that resulted in record high credit union membership and loan volume.
Expanded the number of account holders and improved member security without
increasing costs, by streamlining the checking account program.
Formulated tracking programs to improve member service, target marketing,
improve compliance, audit, and fraud reduction thereby, elevating security and
eliminating errors.
Implemented new programs and technology, to increase income and better serve
credit union membership.
Business Management and Operations Experience:
Played a key role as member of the management negotiation team, participating
in union negotiations and providing assistance in grievance resolution.
Facilitated staff training sessions to develop their competencies on credit
union regulations, safety and robbery, customer service and compliance.
Spearheaded 20 member service representatives/personal bankers and developed
new annual performance reviews to measure efficiency and productivity. Hired,
trained, counseled, evaluated and if necessary terminated employees.
Reviewed operational records and reports of departments and branches to
measure goal achievement and to determine areas for program improvement.
Administered organization's financial activities to fund operations, maximize
investments while maintaining that all projects are completed under time and
budget constraints.
Participated in numerous credit union committees, including Asset Liability
Management, Technology, Branch Planning, Annual Planning, Product Development and
Disaster Recovery.
Office Administration and Relationship Building Experience:
Built and cultivated long-term quality relationships with senior executives,
insurance companies and hospital / clinic billing departments as well as with
clients and employees.
Regularly interacted with clients and company representatives regarding
product updates to ensure proper insurance coverage and utmost customer
satisfaction.
Provided high-level administrative support and performed clerical functions,
such as receiving visitors, maintaining records / reports / insurance
applications / contracts / medical claims, controlling inventory and ordering.
Responded to requests for product information through mail and telephone
correspondence.
Sales and Marketing Optimization Experience:
Designed and created innovative product marketing strategies and sales
campaigns, including web site, video presentations, radio, television and print
promotions.
Responsible for writing articles for newsletters and producing copy of
brochures.
Conducted sales forecasting and strategic planning to ensure sale and
profitability of products while analyzing business developments and monitoring
market trends.
Created a favorable public image and increased corporate brand visibility by
organizing presentations, exhibits along with question and answer sessions
Organized and coordinated successful events and meetings for DMSCU and NCCU.
EMPLOYMENT HISTORY
Chief Operations Officer
Northern Communities Credit Union, Duluth, MN 1999–2008
Marketing Specialist
Duluth Medical Services Credit Union, Duluth, MN 1997–1999
Proprietor Retail Wholesale Greenhouse
Jones’ Greenhouse, Duluth, MN 1989–1994
Licensed Insurance Agent / Executive Assistant
Allen and Associates, Duluth, MN 1988–1991
Licensed Insurance Agent / Executive Assistant
Otis-Magie Insurance Agency, Duluth, MN 1985–1988
EDUCATION
Bachelor’s Degree in Accounting
Western Governors University: 2008–2009
Bachelor’s Degree in Business Administration
University of Minnesota-Duluth, Duluth, MN: 1995
CERTIFICATIONS
Certified Credit Union Executive: April 2002 (Re-certified: 2008)
Certified Financial Management Specialist: April 2008
Certified Financial Services Professional: November 2007 (Re-certified: 2008)
Certified Lending Specialist: April 2002 (Re-certified: 2008)
TECHNICAL PROFICIENCY
Microsoft Office Suite: Word and Excel, QuattroPro, WordPerfect
presentations,data entry, Internet search, e-mail, specialized accounting, credit
union and insurance industry programs |
