Amber Lang
Strafford,NH
Summary
Skilled Branch Manager with demonstrated success in coordinating team and financial activities. Friendly and adaptable professional with remarkable leadership and management skills.
Overview
8
8
years of professional experience
Work History
Branch Manager
Service Credit Union
08.2021 - 02.2024
- Developed strategic plans for day-to-day financial operations.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Drove cross-selling efforts by collaborating with various departments within organization to maximize revenues from existing clients.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within team.
- Engaged employees in business processes with positive motivational techniques.
- Maintained friendly and professional customer interactions.
- Reduced employee turnover by fostering positive work environment and offering competitive compensation packages.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Developed high-performing team through targeted recruitment, training, and performance management initiatives.
- Examined customer loan applications for loan approvals and denials.
- Enhanced staff competency with regular training sessions, boosting productivity levels across branch operations.
- Complied with regulatory guidelines and requirements.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
Assistant Manager
Service Federal Credit Union
06.2017 - 07.2021
- Assisted in managing team of 6 branch employees, to include mentoring, coaching and counseling when necessary.
- Coached and developed branch staff by offering constructive feedback and training opportunities to enhance their knowledge base in order to be successful in current position.
- Cross trained employees in order to promote movement into future roles within credit union.
- Managed day-to-day operations of three branches.
- Interviewed, hired and assisted in training of new employees
- Trained and coached 4 employees through Loan Officer Candidacy Program
- Trained and coached loan officers in selling Credit Life and Credit Disability on consumer loans resulting in branches being awarded most improved branch on multiple occasions.
- Trained and coached employees on cross-selling technique resulting in greater opportunities to offer products and services that would be beneficial to members.
- Attended multiple community events such as: Veterans Count Gala, Pease Air National Guard Prayer Breakfast, Seacoast Salutes, Pease Air National Guard Military Family Day and Great Bay Community College Gala.
- Mortgage Loan Branch Originator - NMLS
- Assist in completion of yearly Security Review.
- Assist in completion of yearly audit of branches.
- Built relationships with Pease Air National Guard to include Security Forces and Family Readiness Coordinator.
- Maintain on-going communication with management and staff, relaying important information such as policy changes, marketing promotions and change in products.
- Trained and coached staff on call etiquette and different procedures associated with answering member phone calls on a fulltime basis, to include verification of members, opening accounts and originating loan applications.
- During pandemic maintained open communication with upper management to include AVP and branch manager via daily huddles through Teams.
- Effectively scheduled staff of 8 to include coverage of three branches. To include evaluating and rearranging as necessary when sending help to other branches or call outs.
- Effectively able to prioritize urgent matters to include staff shortages within own branch office as well as other local branches and member issues.
- Maintained vaults for three branches, to include ordering cash from the federal reserve and transporting monies to other branches.
- Proficient in operating systems to include DNA, Qualitrics, Workday, Salesforce, Xpress accounts, LoansPQ and Cetologic.
Member Service Supervisor
Service Federal Credit Union
11.2015 - 06.2017
- Supervised three branches.
- Assisted in branch meeting loan goal for 12 months straight.
- Assisted front-line staff with handling difficulties, resolving member problems.
- Motivated and trained employees to meet branch performance goals.
- Provided recognition to staff for meeting goals and providing excellent member service.
- Played important role in supporting branches during unforeseen absence of assistant manager. Taking on role of temporary assistant manager and taking on added duties such as scheduling and coverage of shifts.
- Completed monthly no notice cash counts for three branches.
- Completed monthly alarm testing for three branches.
- Obtained Loan Officer number.
- Became branch mentor allowing me to assist in training of new employees.
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NH11.2024
Associate of Science - Business Administration
New England College of Business And Finance
Boston, MA06.2018
Skills
- Employee performance evaluations
- Recruiting and Interviewing
- Staff Supervision
- Training
- Employee scheduling
- Operations management
- Staff Management
- Community Networking
- Proactive and Focused
- Team Building Leadership
- Team Player
- Customer Relationships
Timeline
Branch Manager
Service Credit Union
08.2021 - 02.2024
Assistant Manager
Service Federal Credit Union
06.2017 - 07.2021
Member Service Supervisor
Service Federal Credit Union
11.2015 - 06.2017
Bachelor of Science - Business Administration
Southern New Hampshire University
Associate of Science - Business Administration
New England College of Business And Finance