Senior Branch Manager

• Spearheaded the establishment and growth of a new branch office, exceeding membership and lending targets.
• Achieved 175% of deposit portfolio growth within the first year, showcasing strong planning and execution.
• Coached and mentored staff on consultative sales techniques, ensuring quality member service through personalized product recommendations and needs assessments.
• Provided comprehensive coaching and mentoring to staff on loan processing and member service, including credit assessment, underwriting, and escalated lending situations.
• Empowered staff to manage daily branch operations with a focus on audit compliance and productivity standards, ensuring a smooth member service experience.
• Spearheaded digitalization efforts to streamline audit, lending, and member form processes, contributing to improved operational efficiency and regulatory compliance.
• Implemented efficiency improvements, including developing tools to reduce loan processing time.
• Built strategic partnerships with local groups, nonprofits, and businesses to promote the credit union, earning their trust and business through tailored financial services for their employees and themselves
• As an active member of improvement committees, I recommended enhancements to our system processes, significantly streamlining operations and reducing errors in account and loan openings. This collaborative effort fueled my drive for continuous improvement and learning within the organization.
• Contributed to cross-functional committees focused on enhancing loan products, operational procedures, and digital tools.
• Volunteered with the commercial team during the pandemic, assisting with Paycheck Protection Program loans, which expanded my commercial lending knowledge while contributing to branch growth.
• Collaborated with compliance, audit, and risk management teams to align operations with regulatory standards.
• Developed and promoted multiple staff members into leadership and non-leadership roles, supporting their career growth and operational excellence.

• Exceeded consumer lending goals for nine consecutive quarters, achieving over 115% of targets.
• Awarded Most Improved Branch in 2011, finishing the year at 200% in lending and deposit production.
• Received Annual Top Branch recognition for overall performance and operational excellence in 2012 and 2013.
• Recognized annually for compliance excellence through consistently satisfactory operational audits.
• Managed multiple offices simultaneously.
• Coached teams to adopt a collaborative mindset, significantly improving employee engagement and teamwork.
• Increased Net Promoter Score to over 95% by coaching teams to be self-sufficient, confident, and member-focused.
• Implemented a need-based selling approach, emphasizing relationship-building and problem-solving for members. This led to all branches under my leadership being recognized as top-performing offices.
• Promoted from Supervisor to Senior Manager, overseeing multiple branches, demonstrating progressive leadership and operational success.
• Utilized agile methodologies to implement strategic initiatives and meet branch goals.
• Provided strong support to staff in safeguarding assets, managing risks, and ensuring compliance with banking regulations, minimizing exposure to losses through appropriate risk assessment and operational integrity.
• Promoted team members into leadership roles and internal development programs, showcasing commitment to professional growth.
• Led numerous team members who were consistently recognized at regional recognition events, both monthly and quarterly, for their outstanding performance.

• Consistently recognized as the top consumer loan funder, surpassing monthly funding goals with an average of $500K.
• Coached colleagues on best practices in loan origination, enhancing member service and loan processing.
• Addressed complex inquiries on trusts, estates, small businesses, POA, and Coogan matters, providing tailored recommendations through a consultative approach and comprehensive product knowledge.