Melanie F Casper
Mount Morris
Summary
Dynamic Branch Manager with expertise in operations management, decision-making, and team supervision. Proven track record in enhancing customer engagement and driving financial performance through strategic initiatives.
Overview
18
18
years of professional experience
Work History
Branch Manager
M&T Bank
Perry, NY
11.2017 - Current
- Led branch operations, ensuring compliance with regulations and policies.
- Developed and implemented strategic sales initiatives to enhance customer engagement.
- Managed staff performance, providing mentorship and training to improve service quality.
- Oversaw risk management protocols, mitigating potential losses through proactive measures.
- Streamlined branch processes, resulting in improved workflow efficiency and reduced wait times.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Monitored market trends to identify new business opportunities and capitalize on potential growth areas within the community or region served.
- Submitted loan applications to underwriter for verification and recommendation.
- Fostered culture of excellence and accountability, resulting in branch consistently exceeding performance targets.
Dual Site Branch Manager 2
Five Star Bank
Bath, NY
01.2016 - 11.2017
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Complied with regulatory guidelines and requirements.
- Examined customer loan applications for loan approvals and denials.
- Drove cross-selling efforts by collaborating with various departments within the organization to maximize revenues from existing clients.
- Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
Portfolio Mortgage Underwriter
Five Star Bank
Pittsford, NY
05.2008 - 01.2016
- Evaluated loan applications for compliance with underwriting guidelines and risk assessment protocols.
- Analyzed credit reports, income statements, and asset documentation to determine borrower eligibility.
- Reviewed property appraisals to ensure market value alignment with loan amounts requested.
- Approved or denied loans based on established criteria and underwriting guidelines.
- Analyzed and verified applicant income, assets and credit history to support compliance with underwriting guidelines.
- Achieved high levels of accuracy in data entry and analysis, ensuring streamlined processes throughout the mortgage underwriting lifecycle.
- Demonstrated sound decision-making skills when assessing borrower eligibility based on financial stability, creditworthiness, and collateral value.
- Collaborated with loan officers to clarify applicant information and expedite the underwriting process.
- Optimized underwriting decisions, leveraging deep understanding of market trends and financial analysis techniques.
- Strengthened relationships with real estate professionals, providing timely and accurate information to facilitate smoother transactions.
- Compiled closing packages for drafting and presentation accuracy.
Education
Business- No Degree
GCC
BataviaCosmetology - Cosmotology
Continental School of Beauty
Rochester, NY06-1993
Skills
- Branch operations management
- Customer service
- Customer relationships
- Excellent time management skills
- Excellent work ethic
- Coaching and mentoring
- Team supervision
- Verbal/written communication
- Employee development
- Decision-making
- Friendly
- Financial services
- Loan documentation
- Community relations
- Financial analysis
- Upselling and cross selling
Timeline
Branch Manager
M&T Bank
11.2017 - Current
Dual Site Branch Manager 2
Five Star Bank
01.2016 - 11.2017
Portfolio Mortgage Underwriter
Five Star Bank
05.2008 - 01.2016
Business- No Degree
GCC
Cosmetology - Cosmotology
Continental School of Beauty