I’m a Broadway Banker: Victoria Hendricks
Navigating Compliance with Customer Commitment and Heart
At Broadway Bank, one of our greatest assets is our team of dedicated and talented local bankers who go above and beyond to meet the needs of our clients. Today, we are thrilled to share the story of Victoria Hendricks, a Consumer Credit Compliance Analyst with over seven years in the financial industry. Growing up in Galveston, Texas, Victoria's journey showcases her dedication to learning and pursuit of excellence. In this Q&A, she shares her personal and professional stories, offering a glimpse into a career within consumer credit compliance.
Tell us about your role at Broadway Bank.
Victoria: I am a Consumer Credit Compliance Analyst in the Consumer Residential Real Estate Lending group. While my main role is to monitor regulatory disclosures and government reporting, I wear a wide variety of hats. I have found myself working as a customer service representative and loan processor, serving as a subject matter expert in our loan systems and working alongside leadership to improve our processes. I must be able to shift gears at any time, due to customer needs or internal requests. To be effective in this role requires the ability to work independently and self-regulate the priorities of customer needs, team requirements and interdepartmental requests. It is a role that takes you on adventures, but I am always up for a challenge! I don’t think I could have it any other way.
What is a typical day like for you?
Victoria: I can honestly say, no day is the same as the one before. My day ranges from assisting customers and bankers to being an investigator. While I am spending most of my time reviewing new loan applications and producing loan disclosure packets, you will also find me completing reports, working on assigned side projects, teaming up with our IT staff on projects or system maintenance, or it could be a day full of investigating regulatory updates and their impacts on our work. It is hardly ever a dull day for me!
Why did you pursue a career in banking?
Victoria: I have always had a wide variety of interests, and banking has so many different avenues to learn about. It's just been up to me to figure out which direction to go and how to get there. Coming from a retail background, I was looking for the start of a career and position that would challenge me and allow me to continue to learn and grow. My passion has always been rooted in taking care of people and my working background has always been customer-driven, so I knew I wanted to find a role where I could use my skills and explore different avenues of career possibilities. When I came across the job opening for a Relationship Banker with Broadway, I was drawn in by the job description which mentioned customer service, analytics experience and attention to detail. I was drawn to Broadway Bank specifically because of the community-driven mission, friendliness of their bankers and innovation when it comes to financial services.
Tell us a little bit about your career path.
Victoria: I joined Broadway Bank seven years ago as a Relationship Banker. As a Relationship Banker, I was able to learn what it means to develop strong, lasting relationships with customers from my manager and senior relationship banker. I like to think that their lessons about customer relationships resonated because one of my first customers continues to email me to this day to say hello or for assistance.
When I was ready to expand my banking career, I interviewed for a role in the Consumer Credit Underwriting Department. I am grateful to the leader of the department for taking a chance on me and helping me grow into my current role as Compliance Analyst. While on this team, I experienced an exciting changing environment. At the time, the department was going through with the implementation of a new loan system. I was presented with many situations and tasks that allowed me to positively impact customer loan experiences and other internal processes. Under new leadership with the mortgage team, I have been able to take a deeper dive into learning more about residential lending. I am excited to see the different opportunities that will come next.
What motivates you?
Victoria: What motivates me at work are the opportunities to improve processes and to coach others. It excites me to learn how something works and to figure out ways that a program or process could be used to improve a person’s experience, much like putting together puzzle pieces. I also find joy in helping others succeed and learn. My role at Broadway allows me to help others by sharing my knowledge and experiences. It brings me a sense of joy and pride when something I’ve passed along sets off that ‘Ah-ha!’ moment.
What separates Broadway Bank from other banks?
Victoria: Broadway and its bankers always put the customers at the center of everything they do. Our helpful and local teams take pride in offering exceptional customer service and thoughtful financial recommendations, so clients feel confident and supported. It’s about creating seamless financial experiences and Broadway Bank does just that. Whether the correspondence is digital, or in-person, care and consideration are put into all customer and client experiences.
The bank is still family-owned, and I feel that’s what creates this positive family-oriented environment that pushes everyone to take pride in what we do individually and as a whole. We learn from all experiences, which keeps the bank improving and expanding for customers and employees alike. I’m proud to work for Broadway Bank.
Broadway Bank is proud to celebrate our employees and diverse workforce with our “I’m a Broadway Banker” series. For more information about becoming a Broadway Banker and for a list of job opportunities, visit broadway.bank/careers.