LINDSEY ROBERTS
Feeding Hills,MA
Summary
Experienced, motivated, and dedicated banking and finance professional with over 15 years of experience providing operational support, business analysis, and complex problem-solving skills to both internal and external stakeholders. A well-structured leader seeking to make a significant contribution to a successful team and achievement of departmental and organization wide goals and objectives.
Overview
1
1
Certification
Work History
Member Contact Center Manager
Freedom Credit Union
- Key organizational role overseeing daily member contact center operations including various electronic services such as online/mobile banking, consumer and merchant remote deposit, and ITM functionality.
- Lead diverse team of associates as they perform daily contact center tasks.
- Coach and mentor staff members and provide development opportunities for career progression.
- Monitor and track statistical trends for call volumes, other call metrics, and online banking message response times.
- Make data driven recommendations for improved service levels and productivity.
- Serve as second level support for more complex member or staff inquiries and member complaints.
- Partner with other departments, leaders, and associates on initiatives and problem solving.
- Review associates work for accuracy and completeness.
- Lead projects of various sizes and complexity from birth through maturity.
- Manage departmental budget, keeping it in line with master budget.
Retail Branch Manager
Westfield Bank
- Key role within the branch network supporting profitability of the covered area.
- Hire, train, and lead a diverse branch staff.
- Responsible for overall branch performance and sales goals including achievement of goals and coaching and mentoring staff on sales strategies and techniques.
- Cultivate current business and consumer relationships.
- Foster relationships with new business customers as a means to increase profitability of a potential future relationship.
- Prepare sales/branch tracking reports for management.
- Led daily operations, ensuring adherence to company policies and procedures.
- Developed and implemented staff training programs to enhance customer service skills.
- Fostered a positive work environment, promoting team collaboration and morale.
- Streamlined branch processes, resulting in improved efficiency and reduced operational costs.
- Conducted performance evaluations, providing constructive feedback to support employee development.
- Engaged with customers to build relationships and enhance overall branch experience.
- Improved operational efficiency by regularly reviewing workflow processes and identifying areas for improvement or streamlining.
- Managed risk effectively by closely monitoring financial transactions and ensuring compliance with company policies.
- Strengthened relationships with clients through exceptional customer service and personalized attention to needs.
- Increased customer satisfaction by implementing efficient strategies for resolving issues and addressing concerns.
- Maintained friendly and professional customer interactions.
- Complied with regulatory guidelines and requirements.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Assistant Branch Officer
PeoplesBank
- Assist with all aspects of running a full-service branch.
- Ensure customers are served within the bank’s standards.
- Provide support to the Branch Officer in daily tasks.
- Serve as Branch Officer as needed.
Teller Supervisor/Operations Specialist-eBanking
Chicopee Savings Bank
- Supervise high transaction volume teller line
- Assist customers with routine transactions.
- Assist tellers with more complex transactions.
- Provide training, coaching, and mentorship for supervised staff.
- Perform various operations functions such as ACH Processing, Check Inclearing, and Regulation E Dispute processing.
Education
High School -
Agawam High School
Agawam, MA06.2002
Skills
- People Leadership
- Decision Making
- Problem Solving
- Project Management
- Adaptable
- Dependable
- Customer Experience
- Continuous Improvement
- Data Analysis
- Time Management
- Prioritization
- Training & Development
Certification
- Employers Association of the Northeast - Certificate in Principles of Leadership for Supervisors and Managers
- Certified Notary Public, Commonwealth of Massachusetts
- Nationwide Mortgage Licensing System & Registry (NMLS) - Registered #1571497
Timeline
Member Contact Center Manager
Freedom Credit Union
Assistant Branch Officer
PeoplesBank
Teller Supervisor/Operations Specialist-eBanking
Chicopee Savings Bank
Retail Branch Manager
Westfield Bank
High School -
Agawam High School