Nancy E. Casey
Peabody,MA
Summary
Dynamic Sales and Service Manager with a proven track record at Northern Bank, excelling in customer service and sales management. Expert in loan processing and compliance monitoring, I transformed underperforming teams into high achievers, driving significant revenue growth and enhancing customer satisfaction through effective coaching and strategic initiatives.
Overview
26
26
years of professional experience
Work History
Sales and Service Manager
Northern Bank
Woburn, MA
10.2024 - Current
- Customer service and support as well as branch sales.
- Managed daily operations of the branch.
- Branch staff training and development. Coach and mentor.
- Collaborated closely with team members to achieve project objectives.
- Maintained updated knowledge through continuing education and advanced training.
- Quarterly branch compliance testing
- Daily use of Microsoft Office.
Assistant Branch Manager II-Lynnfells
Eastern Bank
Saugus, MA
02.2018 - 07.2023
- Managed daily operations of branch with 18 direct reports.
- Manage In Branch Sales and Teller Referrals.
- Coach and train all new sales team members.
- Assist with developing branch leadership team.
- Process all consumer loan applications and loan closings.
- Monitor and correct CIP violations.
- Assigned all complaints from detractor surveys and Office of the President for follow up and resolution.
Internal Customer Service Specialist-Service Team
Eastern Bank
06.2017 - 02.2018
- Assisted internal customers and branch network by addressing inquiries and delivering timely support.
- Clarified service requests and resolved issues to improve understanding and increase customer satisfaction.
Assistant Branch Manager I -Melrose
Eastern Bank
Melrose, MA
06.2016 - 06.2017
- Managed daily operations, overseeing branch opening and closing, overdraft handling, cash vault management, and staff scheduling.
- Coached universal banker staff to enhance branch performance through professional development and career guidance.
- Compliance.
- Oversaw branch sales activities and prepared performance reports.
Marina Office and Membership Manager
Danversport Yacht Club
Danvers, MA
08.2014 - 05.2016
- Sold memberships while enhancing member experiences at the Yacht Club through personalized service and engagement.
- Managed finance department for boat sales, overseeing budget management and financial reporting.
- Prepared and processed all indirect loan applications.
- Closed all loans and processed lienholder documents.
Sr. Customer Service Associate
Eastern Bank-Route 1
Lynnfield, MA
09.2013 - 02.2015
- Opened deposit accounts and processed applications for various personal loans.
- Facilitated referrals to business partners for residential lending, wealth management, and commercial business, enhancing customer service offerings.
- Executed teller transactions while ensuring operational compliance to maintain service quality.
Personal Banker IV
Salem Five
Beverly, MA
11.2011 - 05.2013
- Opened deposit accounts and processed personal loan applications.
- Teller transactions and operational compliance.
- Performed daily balancing of cash drawer and reconciled discrepancies when necessary.
- Managed daily operations of teller services and customer transactions.
- Developed schedules to optimize staffing and maintain service efficiency.
- Conducted regular audits to ensure accuracy in cash handling procedures.
- Oversaw daily actions of tellers, responded to escalated customer inquiries and assigned tasks to meet operational needs.
- Reviewed customer account information for accuracy prior to processing transactions.
- Monitored daily cash levels to ensure accurate balancing of accounts at the end of each day.
Assistant Branch Manager
Citizens Bank
Swampscott, MA
11.2010 - 11.2011
Assistant Branch Manager/Teller Supervisor
East Boston Savings Bank
Peabody, MA
06.2007 - 03.2010
Finance and Insurance Manager
Bart Marine, Inc
Danvers, MA
05.2000 - 11.2006
- Inherited underperforming department and within three months achieved profitability.
- Uncovered leads and analyzed sales reports, resulting in over $2M in new loans.
- Devised and implemented initiatives that enhanced boat financing process.
- Created and presented sales and inventory reporting.
- Sold Property and Casualty Insurance to best fit customer needs and protect lienholder.
Education
High School Diploma -
Danvers High School
Danvers MA06-1979
Skills
- Customer service
- Microsoft Office
- Sales management
- Compliance monitoring
- Loan processing
- Branch operations
- Staff training
- Sales operations
- Adherence to high customer service standards
- Relationship building
- Employee scheduling
- Quality assurance controls
- Information security
- Skilled multi-tasker
- Customer relationship management (CRM)
- Team building and leadership
- Training and coaching
- Complaint resolution
Training
- Notary Public
- MMLS #753214
- Licensed Property and Casualty Insurance Producer
Work Preference
Work Type
Full TimeLocation Preference
RemoteSalary Range
$70000/yr - $200000/yrTimeline
Sales and Service Manager
Northern Bank
10.2024 - Current
Assistant Branch Manager II-Lynnfells
Eastern Bank
02.2018 - 07.2023
Internal Customer Service Specialist-Service Team
Eastern Bank
06.2017 - 02.2018
Assistant Branch Manager I -Melrose
Eastern Bank
06.2016 - 06.2017
Marina Office and Membership Manager
Danversport Yacht Club
08.2014 - 05.2016
Sr. Customer Service Associate
Eastern Bank-Route 1
09.2013 - 02.2015
Personal Banker IV
Salem Five
11.2011 - 05.2013
Assistant Branch Manager
Citizens Bank
11.2010 - 11.2011
Assistant Branch Manager/Teller Supervisor
East Boston Savings Bank
06.2007 - 03.2010
Finance and Insurance Manager
Bart Marine, Inc
05.2000 - 11.2006
High School Diploma -
Danvers High School