AMANDA BUELL
Nashua,NH
Summary
Financial services leader with progressive experience in branch operations, card services, lending, and member support. Leads dispute resolution, regulatory compliance, employee coaching, and complaint handling while improving service quality, workflow consistency, and team performance across complex banking environments.
Overview
1
1
Certification
19
19
years of professional experience
Work History
CARD SERVICES TEAM LEADER
Digital Federal Credit Union (DCU)
06.2023 - Current
- Lead Card Services disputes operations while ensuring compliance with regulatory requirements and operational policies.
- Extensive expertise in Regulation E, dispute processing, provisional credit requirements, fraud investigations, and card services operations.
- Managed member escalations and complex branch situations, achieving positive outcomes and high member satisfaction.
- Investigated and responded to NCUA, CFPB, and BBB complaints, ensuring timely and accurate resolutions.
- Partner with Legal teams to manage subpoenas and legal requests while ensuring regulatory compliance.
- Conduct interviews, hiring, onboarding, coaching, performance management, corrective action, and employee separations.
- Drive employee engagement initiatives and foster a positive, collaborative work environment.
- Participate in enterprise initiatives and system implementations including Five9, Pega Email, and Star Power.
- Lead process improvement efforts and support organizational change management initiatives.
- Built partnerships across departments, enhancing service delivery and operational effectiveness.
- Develop and mentor employees while supporting career growth and professional development opportunities.
- Balance operational excellence, compliance requirements, employee development, and exceptional member service.
ASSISTANT BRANCH MANAGER
Digital Federal Credit Union (DCU)
09.2019 - 06.2023
- Managed daily branch operations, ensuring compliance with policies, procedures, and security requirements.
- Supervised branch staff, delegated responsibilities, and maintained proper staffing levels through effective scheduling.
- Coached staff on sales strategies and provided leadership to achieve branch sales goals.
- Developed and implemented employee development plans and coaching programs to enhance team performance and drive individual growth.
- Conducted performance evaluations and led monthly employee meetings to align goals and foster communication.
- Resolved complex member account issues while providing superior service and member support.
- Originated and funded consumer loans and home equity loans.
- Provided detailed information to members about loan products and credit improvement strategies.
- Held Mortgage Loan Originator (MLO) designation and Notary Public credentials.
ASSISTANT BRANCH MANAGER
Jeanne D'Arc Credit Union
01.2016 - 01.2019
- Led branch team to achieve goals through accountability and targeted coaching.
- Coached staff, developed training plans, scheduled shifts, and drove sales performance.
- Oversaw branch operations, compliance activities, and employee performance management.
- Facilitated branch meetings and delivered employee training programs to enhance team skills.
- Conducted branch audits and supported retail operations initiatives.
- Ensured compliance with operational policies, procedures, and security standards.
- Assisted members with complex account inquiries and financial service needs.
- Originated, funded, and closed consumer and home equity loans.
- Held Mortgage Loan Originator (MLO) designation and Notary Public credentials.
MORTGAGE PROCESSOR / UNDERWRITER
Jeanne D'Arc Credit Union
01.2015 - 01.2016
- Analyzed supporting documentation and borrower financial information to assess eligibility for loan approval.
- Processed and underwrote mortgage applications in accordance with lending guidelines.
- Verified documentation accuracy and ensured compliance with lending requirements to mitigate risk.
- Managed time-sensitive mortgage files to facilitate timely loan closings.
CONSUMER UNDERWRITER
Jeanne D'Arc Credit Union
01.2013 - 01.2015
- Evaluated consumer loan applications to determine creditworthiness and align with lending standards.
- Analyzed credit reports, tax returns, and supporting documentation.
- Interpreted lending guidelines to make sound underwriting decisions.
- Assisted with indirect lending funding and resolved loan system issues to ensure seamless transaction processing.
- Educated members on credit reports, financial health, and credit score improvement.
- De-escalated member concerns regarding lending decisions, fostering trust and satisfaction.
OUTBOUND CALLING SPECIALIST
Jeanne D'Arc Credit Union
01.2012 - 01.2013
- Communicated with members about account inquiries, addressing time-sensitive financial opportunities and ensuring account needs were met.
- Conducted loan follow-up activities while facilitating loan applications to streamline the process for members.
- Assisted members with financial transactions and provided tailored product recommendations to enhance their financial well-being.
CALL CENTER MEMBER SERVICE REPRESENTATIVE
Jeanne D'Arc Credit Union
01.2010 - 01.2012
- Assisted members with banking transactions and account servicing needs.
- Processed loan applications, ensuring compliance with credit review protocols.
- Maintained security and authentication procedures to safeguard member information.
- Trained new employees on banking procedures, enhancing onboarding experience and operational efficiency.
BRANCH MEMBER SERVICE REPRESENTATIVE
Jeanne D'Arc Credit Union
01.2009 - 01.2010
- Built strong member relationships through exceptional service and financial guidance.
- Assessed member needs and recommended tailored products and services.
- Supported branch sales objectives and business development efforts.
- Proposed process improvements that streamlined operations and enhanced service delivery.
- Onboarded new employees by training them on branch procedures and service standards.
BRANCH TELLER SPECIALIST
Jeanne D'Arc Credit Union
01.2008 - 01.2009
- Managed teller line operations and supported branch audits to ensure compliance and operational integrity.
- Processed member transactions with accuracy and professionalism.
- Opened new accounts and performed account maintenance activities.
- Trained newly hired staff on teller operations and procedures to enhance team effectiveness.
- Researched and resolved member and operational issues.
- Performed ATM audits and reconciliations to maintain accurate financial records.
Education
High School Diploma -
Lowell High School
01-2007
Skills
- Fraud investigations
- Regulatory complaint management
- Compliance management
- Dispute Management Systems
- Card Operations Management
- Consumer Loan Management
- Loan Processing Oversight
- Credit Risk Assessment
- Risk Mitigation & Fraud Prevention
- Regulatory Compliance
- Process Improvement
- Change initiatives
- Leadership & Team Development
- Employee coaching
- Talent Development
- Cross-Functional Collaboration
- Stakeholder Communication
- Member Experience Enhancement
- Financial Literacy Programs
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Teams
- Five9
- Pega Email
- Credit Analysis Tools
- Lending Platforms
- Credit Analysis Tools
Certification
Mortgage Loan Originator (MLO), Notary Public
Resume Strengths for Leadership Roles
- This version positions you as:
- Senior Operations Leader
- Branch Manager
- Card Services Manager
- Risk & Compliance Leader
- Member Experience Leader
- Retail Banking Manager
- Credit Union Management Positions
COMMUNITY & PROFESSIONAL ACTIVITIES
- Volunteer within local community organizations and events.
- Passionate about financial literacy and educating individuals of all ages.
- Dedicated to mentoring and developing employees throughout their career journeys.
- Enjoy building strong professional relationships and delivering exceptional member experiences.
Timeline
CARD SERVICES TEAM LEADER
Digital Federal Credit Union (DCU)
06.2023 - Current
ASSISTANT BRANCH MANAGER
Digital Federal Credit Union (DCU)
09.2019 - 06.2023
ASSISTANT BRANCH MANAGER
Jeanne D'Arc Credit Union
01.2016 - 01.2019
MORTGAGE PROCESSOR / UNDERWRITER
Jeanne D'Arc Credit Union
01.2015 - 01.2016
CONSUMER UNDERWRITER
Jeanne D'Arc Credit Union
01.2013 - 01.2015
OUTBOUND CALLING SPECIALIST
Jeanne D'Arc Credit Union
01.2012 - 01.2013
CALL CENTER MEMBER SERVICE REPRESENTATIVE
Jeanne D'Arc Credit Union
01.2010 - 01.2012
BRANCH MEMBER SERVICE REPRESENTATIVE
Jeanne D'Arc Credit Union
01.2009 - 01.2010
BRANCH TELLER SPECIALIST
Jeanne D'Arc Credit Union
01.2008 - 01.2009
High School Diploma -
Lowell High School