Megan Lacey
Wyoming,NY
Summary
Dedicated Assistant Branch Manager with a strong background in relationship building and regulatory compliance. Committed to enhancing customer experiences and driving team performance to achieve strategic objectives.
Overview
31
31
years of professional experience
Work History
Assistant Branch Manager
Five Star Bank
02.2019 - Current
- Supervised daily operations to ensure compliance with banking regulations and internal policies.
- Streamlined customer service processes, enhancing client satisfaction and reducing wait times.
- Mentored and trained staff on branch procedures, fostering a culture of continuous improvement.
- Implemented strategic initiatives to increase branch efficiency and productivity.
- Resolved complex customer issues, improving retention rates through effective problem-solving techniques.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
- Collaborated with other departments within the bank to resolve complex issues efficiently, ensuring seamless service delivery to customers.
- Developed strong relationships with key clients, contributing to significant growth in business revenue.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Maintained friendly and professional customer interactions.
Customer Service Representative
Five Star Bank
06.2006 - 02.2019
- Delivered exceptional customer service by resolving inquiries and issues promptly.
- Utilized banking software to manage customer accounts and transactions efficiently.
- Trained new staff on procedures, enhancing team performance and service quality.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Bank Teller
Five Star Bank
09.2001 - 06.2006
- Processed customer transactions efficiently and accurately, ensuring compliance with banking regulations.
- Assisted customers with account inquiries, providing exceptional service to enhance satisfaction.
- Maintained accurate cash drawer balances through diligent reconciliation practices.
- Collaborated with team members to streamline daily operations, improving workflow efficiency.
Unit Helper
Manor Oak, Skilled Nursing Facility
08.1995 - 08.2001
- Assisted nursing staff with daily patient care and support activities.
- Maintained cleanliness and organization of patient living areas and common spaces.
- Enhanced patient care by providing support to nursing staff in daily tasks and activities.
- Ensured a safe and clean environment for patients, performing thorough room sanitation and maintaining supplies.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
Education
High School Diploma -
Pavilion Central School
Pavilion, NYSome College (No Degree) - Human Services
Genesee Community College
Batavia, NYSkills
- Banking
- Operations management
- Business development
- Team development
- Loan application evaluation
- Loan expertise
- Relationship building and management
- Financial product sales
- Employee scheduling
- Staff management
- Regulatory compliance
- Sales expertise
- Account retention
- Client relationship management
Timeline
Assistant Branch Manager
Five Star Bank
02.2019 - Current
Customer Service Representative
Five Star Bank
06.2006 - 02.2019
Bank Teller
Five Star Bank
09.2001 - 06.2006
Unit Helper
Manor Oak, Skilled Nursing Facility
08.1995 - 08.2001
Some College (No Degree) - Human Services
Genesee Community College
High School Diploma -
Pavilion Central School
2025 Residential Lending Award
Received this award for submitting the most Home Equity applications out of all of the Five Star Bank branch network for 2025.