Director, Consumer Lending

• Apr 2023 - Present

Manager - Loan Phone Center

• Apr 2019 - Apr 2023

• Led a team of 5-7 call center agents to meet/exceed quarterly lending and call center KPI's within the first quarter on the job, through a combination of daily huddles, weekly/monthly coaching sessions, department meetings and forward focus conversations. • Motivated team through the pandemic, transitioning to a remote work environment, resulting in higher engagement and productivity. • Piloted a training and onboarding program for the department. Created lending workflows and co-developed reporting and analytics to properly track KPI's. • Managed multiple departments, including the Loan Phone Center and Operations Resource Center in 2019. Coached agents to exceed performance metrics and enhanced employee engagement within departments. • Collaborate with various support departments, Retail teams, Marketing & Lending on a monthly basis to review and implement new policies and procedures, leading to a more streamlined process and enhanced experience, for both members and employees. Show less

Branch Manager

• Jan 2014 - Apr 2019

• Piloted the first “open dialogue” banking center with PODs concept. Introduced the first universal banker roles, including the first teller cash recycler in the retail network. • Led a team of representatives to achieve over 100% of quarterly KPIs for 4 ½ years by establishing profitable relationships with clients through a consultative selling process. • Reached $17M in deposits within the first three weeks of operations, through a combination of new product offerings and business development initiatives. Successfully grew deposits and lending revenue year over year. • Collaborated with leaders within the Member Sales & Service center to coach staff on Inspire sales program. Held weekly coaching sessions with 7 + employees for 4+ months, resulting in increased sales, call center metrics and overall member and employee satisfaction. • Partnered with various departments to build new CRM and prepare for conversion. Upon rollout, partnered with Training to train 30+ employees on CRM. • Participated in several project groups to improve processes, productivity, efficiency and enhancement of the member experience. Show less

AVP Banking Center Manager

• Nov 2011 - Jun 2013

• Managed the highest transaction-count banking center in the Hartford Market with monthly teller transactions between 10,000 and 15,000, including a team of 10 staff members. • Led a team of personal bankers to execute the bank’s partner referral strategy and achieved 217% of annual performance target, before year end by June 2013. • Initiated and directed activities to grow the home loans portfolio in the market, resulting in portfolio growth of 275% of annual performance target before year end, by June 2013. • Enforced 360 degree coaching in the center, encouraging staff to comfortably coach co-workers, including management, which resulted in increased productivity, team morale and customer satisfaction. • Served as a mentor to an associate at another center looking to become an Assistant Manager. Conducted frequent calls to assess progress with training program, resulting in a promotion within 5 months. • Assisted a colleague during my initial training phase at another center by completing weekly assessments of 2+ employees during a 3-month period. Developed tailored performance activities resulting in enhanced performance and 2 associate’s promotions within 6 months. Show less

Financial Services Manager

• Apr 2008 - Nov 2011

• Managed multiple banking centers between 2008 and 2011 with monthly teller transactions between 5,000 and 14,000. • Led and motivated 5 to 8 staff members per banking center to maximize sales opportunities and increase depth of the customer relationships, resulting in consistent achievement of quarterly KPI’s.• Obtained FINRA Series 6 & 63 licenses. Advised clients on various investments, processing transactions on their behalf.• Responsible for identifying leads and originating first mortgages and home equity applications. Processed manual mortgage qualifications on the spot and achieved over 100% of quarterly real estate KPI’s each quarter. • Participated in joint calls with commercial partners to drive business development initiatives and successfully acquired a large commercial relationship with average monthly balances of $600k to $700k. • Selected by Division President to collaborate with the Learning and Development department to train employees, bank-wide, for a core conversion. Trained 1,000+ bank employees, including bank executives, during an 8 month period. • Delivered ongoing presentations to 72+ employees within the region on products, services, policies and procedures, resulting in increased sales performance and customer satisfaction. Show less

Customer Service Manager

• May 2007 - Apr 2008

• Oversaw the customer experience and profitability including direct supervision and development of 6 staff members.• Monitored overall expense budget and adherence to all bank policies and procedures, resulting in excellent banking center audits for two consecutive years. • Partnered with HR managers to drive talent acquisition. Interviewed and hired several candidates who were quickly promoted to different roles including leadership positions.

Assistant Manager

• Jan 2007 - May 2007

Management Trainee

• Jun 2006 - Jan 2007

Customer Service Associate

• Jul 2004 - Jun 2006