Lacey Busch

• Lead day-to-day operations and provide direct leadership for a team of 9–10 employees while supporting overall department performance across 27 team members

• Resolve complex member and employee situations while maintaining service excellence and operational effectiveness

• Approve transactions and review account activity in alignment with risk standards, compliance requirements, and established procedures

• Oversee audits, documentation, and quality assurance processes to ensure operational consistency and regulatory compliance

• Drive team performance and accountability, contributing to an 87% quality assurance audit score and the highest Gallup employee engagement score in the department

• Coach and develop employees through ongoing feedback and performance conversations, contributing to four internal promotions within one year

• Partner in hiring, onboarding, training, employee relations, and performance improvement planning to strengthen team capability and engagement

• Collaborate with department leadership on workforce planning, operational strategy, and team effectiveness initiatives

• Identify and implement process improvements that increase efficiency and enhance both employee and member experience

• Served as a day-to-day operational resource and support partner for a team of 12–13 Video Tellers
• Assisted with escalated member situations and supported timely issue resolution
• Reviewed and approved eligible check and transaction activity in accordance with established procedures
• Conducted audits and maintained documentation to support quality and compliance standards
• Monitored queue performance and coordinated day-to-day schedule adjustments to support service levels
• Provided real-time coaching, guidance, and knowledge support to team members
• Assisted with onboarding and training of new employees on processes and expectations
• Partnered with the Video Teller Supervisor to support departmental operations and team effectiveness
• Identified and implemented process improvements to increase operational efficiency

• Inspect loans for efficiency, and use of accepted lending guidelines and procedures.
• Review audit reports of external auditors to monitor adequacy of scope/services rendered.
• Establish guides for procedures and policies that comply w/ updated guidelines and provide resources for their implementation.
• Provide ongoing support to lenders, lender supervisors, and credit administration underwriters.
• Review loans with extreme attention to detail in high volume while meeting specified deadlines.

Advanced internally through progressively responsible positions in consumer lending, underwriting, member relations, and loan operations.

• Underwrite and approve loans within specified limits, (max $75,000) refer loan apps outside those limits to management.
• Train new staff in all job functions.
• Make transaction approvals for tellers, and review work for accuracy while supporting all aspects of tellering.
• Maintain ongoing relationships, while providing trusted advice and confidentiality.
• Support in branch operations.

• Perform all teller role duties in large high volume branch.
• Carry out special services for customers, such as ordering bank cards and checks.
• Input credit card applications obtain relevant information, make initial recommendations.
• Exceeded sales goals, branch top performer.