Ryan Dugick
Omaha,NE
Summary
Member service-focused professional with extensive experience training and developing staff to deliver exceptional service and build lasting relationships. Passionate about creating positive member experiences by coaching teams, improving processes, and fostering a culture of accountability and care. A proactive self-starter who enjoys learning new products and procedures to better support members and strengthen organizational success. Known for approaching challenges with a fresh perspective, identifying opportunities for improvement, and implementing thoughtful solutions that enhance both the member experience and operational efficiency.
Overview
11
11
years of professional experience
Work History
Branch Manager
Metro CU Federal Credit Union
Omaha, NE
09.2021 - Current
- Directed daily operations to enhance member service and optimize branch performance.
- Submitted loan applications to underwriter for verification and recommendation.
- Conducted regular financial reviews and audits, identifying and resolving discrepancies promptly.
- Monitored compliance with regulations, ensuring adherence to credit union policies and procedures.
- Maintained friendly and professional member interactions.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
Assistant Branch Manager
Metro CU Federal Credit Union
Omaha, NE
11.2019 - 09.2021
- Led daily operations to enhance branch efficiency and customer satisfaction.
- Mentored staff to improve service delivery and operational excellence.
- Implemented process improvements that streamlined workflows and reduced wait times.
- Developed training programs for new hires, fostering a culture of continuous improvement.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
Personal Banker
Metro CU Federal Credit Union
Omaha, NE
12.2018 - 11.2019
- Guided members in selecting appropriate financial products to meet personal and business needs.
- Analyzed member accounts to identify opportunities for cross-selling additional services and products.
- Established strong relationships with members, fostering trust and facilitating long-term financial discussions.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
Loan Closer
Metro CU Federal Credit Union
Omaha, NE
06.2018 - 12.2018
- Reviewed loan documents for compliance and accuracy before finalization.
- Utilized advanced organizational skills to manage multiple files simultaneously, prioritizing tasks based on urgency and importance.
- Ensured accuracy of closing documents by thoroughly reviewing all relevant information prior to member signing appointments.
- Proactively resolved any issues that arose during the closing process, ensuring a smooth transaction for all parties involved.
Financial Service Representative
Metro CU Federal Credit Union
Omaha, NE
11.2016 - 06.2018
- Managed high volume of inbound calls, ensuring prompt and effective member service.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for members.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring member satisfaction at all times.
- Assisted with reviewing, processing, and funding high volumes of promotional loans during summer and winter months.
Member Service Manager
Metro CU Federal Credit Union
Omaha, NE
11.2015 - 11.2016
- Led training programs for staff, improving knowledge of financial products and member services.
- Analyzed member feedback to identify areas for improvement in service delivery and product offerings.
- Collaborated with management to design initiatives that drive member retention and growth strategies.
- Managed a team of staff members, providing coaching and professional development opportunities, resulting in overall improvement in performance metrics.
- Processed Member transactions efficiently, ensuring accurate cash handling and change management.
- Built relationships with Members to encourage repeat business.
Education
No Degree - Secondary Education
University of Nebraska At Omaha
Omaha, NEHigh School Diploma -
Creighton Preparatory Highschool
Omaha, NE05-2012
Skills
- Operations management
- Customer service
- Team leadership
- Coaching and mentoring
- Communication skills
- Conflict management
- Interpersonal skills
- Customer engagement
Timeline
Branch Manager
Metro CU Federal Credit Union
09.2021 - Current
Assistant Branch Manager
Metro CU Federal Credit Union
11.2019 - 09.2021
Personal Banker
Metro CU Federal Credit Union
12.2018 - 11.2019
Loan Closer
Metro CU Federal Credit Union
06.2018 - 12.2018
Financial Service Representative
Metro CU Federal Credit Union
11.2016 - 06.2018
Member Service Manager
Metro CU Federal Credit Union
11.2015 - 11.2016
No Degree - Secondary Education
University of Nebraska At Omaha
High School Diploma -
Creighton Preparatory Highschool