Lindsey Keeler
Summary
An experienced professional leader with over 20 years of banking, customer service, coaching, and operational excellence. Organized and dependable candidate successful at managing multiple priorities with a positive attitude and a willingness to take on added responsibilities to meet team goals.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings a positive attitude and commitment to continuous learning and growth.
Overview
20
20
years of professional experience
Work History
Branch Manager
Arrow Bank
09.2024 - Current
- Meet deadlines by proactively managing individual and team tasks through delegation and follow up.
- Conduct monthly one on ones with each colleague to support and encourage personal growth as well as prepare them for future advancement within the company.
- Coach colleagues on expectations for referral goals and set small, achievable goals, weekly, with all team members.
- Responsible for monthly Branch Internal Audit and Security Alarm Testing completion.
- Review customer surveys and feedback with coaching if needed on areas that may need improvement.
- Focus around enhancing the customer experience through reinforcing the importance of always doing what is right for each individual's financial goals.
- Enhanced branch production and team work by handling staff conflicts, evaluations and hiring processes.
- Submitted loan applications to underwriting for verification and recommendation. Examined customer loan applications for loan approvals and denials.
- Comply with regulatory guidelines and requirements including NMLS, BSA and CIP.
Financial Center Manager
Berkshire Bank
01.2022 - 09.2024
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Conducted regular performance reviews for team members to assess progress against objectives while offering constructive feedback on areas requiring improvement.
- Implemented fraud prevention measures by regularly reviewing transaction activities for suspicious patterns.
- Mentored staff members in sales techniques, product knowledge, and industry best practices to maximize performance levels consistently.
- Collaborated with internal business partners such as Elavon, Business Banking, Wealth Management, and MyBankers to deliver cohesive banking experiences to customers.
- Fostered positive work environments that encouraged collaboration, open communication, and continuous learning among team members.
- Monitored key performance indicators to identify areas of improvement and implement corrective actions accordingly through on-the-spot and high-performance coaching.
- Tracked metrics such as quarterly and annual Branch BUCS results, Engageware Concierge usage, JD Power surveys and alerts as well as new account error reporting to ensure compliance and positive customer experiences
Regional Operations Manager
Citizens Bank
12.2004 - 12.2019
- Coached branch colleagues on performing internal daily operations and routines in a financial institution by coaching, training and mentoring colleagues
- I was the primary contact to handle all operational questions including customer issues, out of balances, new account opening, rate quoting, cash controls, business account opening procedures, ect
- I traveled from the Capital Region across the bank's NY footprint as well as traveling to multiple states when needed for the rollout of new technology, coaching, training and as needed
- Executed daily reviews of internal reporting to determine branch visits, coaching sessions, training and observations
- Responsible for an average of 30 branches and up to 150 colleagues
- Worked closely with senior leadership and business partners to build strong relationships to support my teams in their goal to operate in a sound control environment
- Wrote, designed and produced job aids, reporting, training , materials within my team and worked very well in group settings
- Audited accounts, records of proof and certifications to ensure compliance of workers with established standard procedures and practices
- Was instrumental in being a Change Agent for the bank to help colleagues accept and embrace their ever changing environment, products and procedures
- Compiled required and special reports on operating functions of department and branch
- Trained and managed seasoned colleagues and new hires to build operational knowledge and confidence with day to day functions
- Was available via phone and email for questions and customer conflicts to ensure significant improvements in their productivity and customer satisfaction
- Facilitated Operational Essentials training to improve efficiency and ensure conformance with standard procedures and practices as per policy
- Supervised and managed daily, weekly and monthly operational reports and coached Branch Management on cash controls, customer service, transaction processing, ATM usage, ect
- Coached branch colleagues and Management on cash control usage and reporting and coached them to successfully managing branch cash limits lowering the overall risk to the bank
- Observed colleague behaviors and coached Branch Management on how to improve operational soundness by creating routines and scheduled coaching with branch colleagues daily
- Successfully handled multiple new branch openings including branch relocations by working closely with Regional and Branch Management to ensure a smooth colleague and customer transition with flawless execution
- Conferred with subordinate personnel to discuss operational problems and explain procedural changes and practices
- Validated knowledge and tested understanding with weekly conference calls and in branch visits
- Structured, audited and maintained the Safe Deposit Centralized Storage facility for Upstate NY ensuring all drilled and escheated contents were accounted for and properly maintained
- Performed key audits of up to 3,000
- Safe deposit keys during relocations and special focus projects
- Created and utilized multiple job aids, trending reports and operational responsibilities trackers to help build routines and confidence with all colleagues and to ensure passing corporate audit scores
- Worked closely with Branch Management to positively reinforce areas of strength while coaching to areas of weakness within each colleague.
Education
High School Diploma -
Amsterdam High School
06.2002
References
- Laura Backer, VP Business Banking Officer, Berkshire Bank, 518-779-7156
- Shekier Walker, Regional Operations Manager, Citizens Bank, 845-801-2407
- Troy Mackey, NYS Assembly, Ways and Means Committee Coordinator, 518-313-9944
Timeline
Branch Manager
Arrow Bank
09.2024 - Current
Financial Center Manager
Berkshire Bank
01.2022 - 09.2024
Regional Operations Manager
Citizens Bank
12.2004 - 12.2019
High School Diploma -
Amsterdam High School
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