Nancy E. Casey
Groveland,MA
Summary
Results-driven Operations Manager with extensive experience in team leadership and process optimization. Specializes in payment processes and fraud support.
Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Overview
27
27
years of professional experience
Work History
Branch Operations Lead
JPMorgan Chase
Newburyport, Massachusetts
05.2026 - Current
- Led cross-functional teams to streamline operations and improve service delivery.
- Managed daily workflows to ensure efficient processing of client transactions.
- Led a team to follow operational processes and procedures efficiently and effectively.
- Coordinated training programs for staff on operational procedures and compliance standards.
- Ensuring compliance with applicable regulations and industry standards.
- Implemented best practices in risk management to safeguard company assets and reputation.
- Oversaw inventory management to ensure adequate supply levels at all times.
- Analyzing data from operations logs to identify trends or patterns that could impact performance outcomes.
- Coordinated team schedules, task assignments, and service coverage across JPMorgan Chase units.
- Collaborating with other departments such as Mortgage, Credit Card as well Sales and Marketing to ensure smooth cross-functional operations.
Sales and Service Manager
Northern Bank
Woburn, MA
10.2024 - 05.2026
- Provided customer service and support while driving branch sales.
- Oversaw daily operations of corporate office branch to include residential and commercial payments and processing.
- Trained and developed branch staff through coaching and mentoring.
- Maintained updated knowledge through continuing education and advanced training.
- Conducted quarterly compliance testing for branch operations to ensure adherence to regulations.
- Utilized Microsoft Office daily for document creation, data analysis, and communication..
Assistant Branch Manager II-Lynnfells
Eastern Bank
Saugus, MA
02.2018 - 07.2023
- Managed daily operations of branch with 18 direct reports.
- Oversaw branch sales initiatives and coordinated teller referrals to enhance customer engagement.
- Coached and trained new sales team members on best practices and customer engagement strategies. all new sales team members.
- Processed consumer loan applications and coordinated loan closings to facilitate customer transactions.
- Monitored customer information processing to identify and correct CIP violations for compliance.
Internal Customer Service Specialist-Service Team
Eastern Bank
06.2017 - 02.2018
- Facilitated internal customer support by addressing inquiries and providing timely solutions.
- Clarified service requests and resolved issues to enhance understanding and elevate customer satisfaction.
- Assisted customers with account inquiries and transaction issues.
Assistant Branch Manager I -Melrose
Eastern Bank
Melrose, MA
06.2016 - 06.2017
- Managed daily operations, overseeing branch opening and closing, handling overdrafts, managing cash vault, and scheduling staff to ensure branch efficiency.
Marina Office and Membership Manager
Danversport Yacht Club
Danvers, MA
08.2014 - 05.2016
- Managed finance department for boat sales, overseeing budget and ensuring accurate financial reporting.
- Prepared and processed indirect loan applications, facilitating efficient loan approval.
- Closed loans and processed lienholder documents, ensuring compliance with regulatory requirements.
Sr. Customer Service Associate
Eastern Bank-Route 1
Lynnfield, MA
09.2013 - 02.2015
Personal Banker IV
Salem Five
Beverly, MA
11.2011 - 05.2013
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
- Sold property and casualty insurance tailored to customer needs, ensuring optimal protection for lienholders.
- Devised and implemented initiatives to streamline boat financing process, improving customer experience.
- Uncovered leads and analyzed sales reports, resulting in over $2M in new loans.
- Created and presented comprehensive sales and inventory reports, facilitating data-driven decision making.
Education
Danvers High School
Danvers, MASkills
- Branch operations
- Sales management
- Financial product knowledge
- Regulatory compliance
- Payment processing for mortgage,auto and LOC Dealer payment and reserve processing
- CRM management
- Microsoft Office
- Team leadership
- Customer service
- Relationship building
Training
- Notary Public
- MMLS #753214
- Licensed Property and Casualty Insurance Producer
Timeline
Branch Operations Lead
JPMorgan Chase
05.2026 - Current
Sales and Service Manager
Northern Bank
10.2024 - 05.2026
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
Danvers High School