Roseanne Noga
Wales,MA
Summary
Dynamic Senior Branch Manager with a proven track record at Southbridge Credit Union, excelling in operations management and staff development. Enhanced workflow processes, driving operational efficiency and customer satisfaction. Skilled in loan documentation and relationship building, fostering a culture of continuous improvement and achieving branch targets through effective coaching and mentoring.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Branch Manager
Southbridge Credit Union
11.2024 - Current
- Manage daily operations while maintaining a high level of efficiency, productivity, and customer service.
- Enhanced workflow processes to boost operational efficiency while maintaining service quality.
- Implemented data-driven decision-making tools, enabling the team to focus on strategic growth areas for increased branch success.
- Executed systematic audits to maintain adherence to regulatory standards.
- Built strong relationships with key clients, resulting in increased loyalty and repeat business.
- Maximized cross-selling opportunities by training staff on product offerings across various departments within the organization.
- Fostered a culture of continuous improvement by encouraging staff feedback and incorporating suggestions into operational enhancements.
- Maintained friendly and professional customer interactions.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Examined customer loan applications for loan approvals and denials.
- Submitted loan applications to underwriter for verification and recommendation.
- Boosted employee morale through effective communication, recognition initiatives, and opportunities for career development.
- Collaborated with senior management to develop branch-specific goals aligned with company objectives.
- Maintained a secure environment for customers'' assets by implementing robust risk management procedures and controls.
- Managed banking, business administration and financial responsibilities to provide outstanding service to customers.
Branch Manager
Southbridge Credit Union
10.2022 - 11.2024
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
Assistant Manager
Southbridge Credit Unio
06.2020 - 10.2022
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
Certified Financial Specialist
Southbridge Credit Union
03.2017 - 06.2020
- Reviewed customer finances to establish budget strategies.
- Worked alongside management to assist customers in understanding sound financial practices.
- Ensured compliance with regulatory standards by conducting regular audits and implementing necessary corrective actions.
- Proficient in handling diverse financial tasks.
- Initiated conversations with clients to uncover financial needs, cross-sell products and services and make referrals to business partners to meet sales goals.
Member Service Specialist
Southbridge Credit Union
07.2007 - 03.2017
- Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
- Assisted in training new team members, sharing best practices, and contributing to a cohesive work environment.
- Provided personalized financial guidance based on individual goals, helping members make well-informed decisions about their finances.
- Participated actively in continuous improvement initiatives that bolstered member satisfaction and increased overall team performance.
- Enhanced member satisfaction by providing exceptional customer service and addressing inquiries promptly.
- Utilized problem-solving skills to maintain valuable client relationships.
Teller
Southbridge Credit Union
06.2005 - 07.2007
Education
High School Diploma -
Tantasqua Regional High School
Fiskdale, MASkills
- Operations management
- Staff development
- Sales management
- Loan documentation
- Branch operations management
- Strong team-builder
- Customer relationships
- Decision-making
- Friendly
- Relationship building and management
- Verbal/written communication
- Proficient in MS office
- Cash handling expertise
- Banking
- Interviewing and hiring
- Coaching and mentoring
- Client relationship management
- Training and development
- Bank security expert
- Excellent communication skills
- People-oriented
- Notary Public
- NMLS
Certification
Notary Public
NMLS
Timeline
Senior Branch Manager
Southbridge Credit Union
11.2024 - Current
Branch Manager
Southbridge Credit Union
10.2022 - 11.2024
Assistant Manager
Southbridge Credit Unio
06.2020 - 10.2022
Certified Financial Specialist
Southbridge Credit Union
03.2017 - 06.2020
Member Service Specialist
Southbridge Credit Union
07.2007 - 03.2017
Teller
Southbridge Credit Union
06.2005 - 07.2007
High School Diploma -
Tantasqua Regional High School
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