Hency Thakkar

Results-driven banking professional with progressive experience in branch operations, customer service, account management, loan support, sales and service referrals, team leadership, and fraud/AML risk escalation. Experienced in supporting consumer and business customers, deepening customer relationships through needs-based conversations, identifying referral opportunities, and partnering across the organization to deliver effective financial solutions. Proven ability to oversee daily branch activities, coach and communicate with team members, maintain knowledge of products, services, technology, policies, and procedures, and support operational excellence in a regulated banking environment.

Assistant Branch Manager at Texans Credit Union (2020-01 – Present)

• Oversee daily branch operations, including customer service, transaction activity, operational controls, security procedures, audit readiness, and adherence to internal policies and regulatory requirements.
• Review and draft internal policies and procedures to align with operational practices and strengthen the control environment
• Conduct periodic branch audits to assess compliance with internal policies, procedures, and regulatory standards; identify gaps and drive corrective actions
• Support audit readiness through thorough documentation, control validation, and timely response to audit requests
• Lead testing and documentation efforts for new system implementations to ensure alignment with organizational needs, control effectiveness, and operational efficiency
• Monitor transactions and customer activities to identify, investigate, and escalate potential fraud and AML risks in accordance with regulatory requirements
• Serve as Acting Manager-on-Duty, providing leadership oversight, team direction, customer issue resolution, risk management, and operational continuity in the absence of senior leadership.
• Train and educate team members on products, services, technology, compliance requirements, policy updates, and process improvements to support consistent service delivery and operational effectiveness.
• Collaborate with internal partners and cross-functional teams to strengthen processes, support customer needs, mitigate risk, and improve overall branch performance.
• Lead team huddles to communicate daily goals, sales and service priorities, operational reminders, and customer experience expectations.
• Experienced in conducting financial transactions while ensuring compliance with policies and procedures.
• Strong time management skills, attention to detail, and ability to collaborate with team members to achieve shared objectives in fast-paced and high-pressure situations.
• Consistently support sales and relationship-building goals by engaging members in needs-based conversations, identifying product and service opportunities, and referring customers to appropriate internal partners.
• Support branch performance by understanding service, operations, risk, and sales objectives and helping align day-to-day team activities with branch priorities.
• Assist with colleague coaching, onboarding support, and day-to-day resource coordination to help maintain effective branch coverage and a strong service culture.
• Skilled in performing administrative duties such as maintaining accurate records and ensuring proper documentation for audits and regulatory compliance.

Financial Service Representative II at TD Bank, N.A. (2015-11 – 2017-08)

• Managed customer relationships by engaging with consumer and business customers to understand financial objectives, assess needs, and recommend appropriate banking products and services.
• Collect and verify information for the Customer Identification Program (CIP) during the account opening process to ensure comprehensive compliance.
• Maintained strong knowledge of banking products, services, sales techniques, technology tools, and service expectations while adhering to core service values and regulatory requirements.
• Supported relationship deepening and referral activities across banking, consumer lending, retirement planning, and wealth management solutions; served as a referral champion, contributed to sales efforts, and enhanced the customer experience through leadership, coaching, and exemplary service.

Customer Service Representative at CIGNA Home Delivery Pharmacy (2011-10 – 2013-04)

Front Desk/Medical assistant at Cobbs Corner Primary Physician (2010-11 – 2011-07)

Customer Service Manager at Wal-Mart stores Inc. (2010-07 – 2010-11)

B.A. in English Literature – Saurashtra University, Rajkot India (2009-04)