SEAN O. SMITH
Troy,NY
Summary
To obtain a position within Employee Experience, where I can leverage my superior leadership skills to provide an exceptional member and employee experience. My mission is to strive for excellence every day. My top priority is to ensure that every internal and external member is provided with a solution that will exceed their expectations. I consistently work towards finding the perfect balance between being a team player, and a team leader, and always prioritize the needs of my team over my own. I believe that continuous improvement, change, teamwork, and superior communication are critical components to creating the perfect work environment.
Overview
19
19
years of professional experience
Work History
Senior Branch Manager
Broadview FCU
05.2017 - Current
- Effectively supervise, coach, and mentor other Branch Managers
- Create an environment of trust, encouraging individual to act with integrity, treating each other and their ideas with respect
- Selected as the sole Branch Manager to lead the "Hospitality Without Equal" pillar, playing a key role in executing the organization's strategic plan
- Collaborate with other departments and CUSOs on delivery of exceptional concierge member service; including Work Force Optimization for successful scheduling
- Advance employee development and succession planning through regular performance appraisals, documented coaching, feedback and by creating individual development plans
- Maintain knowledge of all current Credit Union products, services, policies, procedures, and NCUA regulations
- Achieve branch operational objectives and take accountability for the team’s compliance with all Credit Union policies, procedures, and audits
- Establish, model, and lead a positive presence within the community by delivering the Broadview brand with every member interaction, including any community/volunteer events, committees, and council representation
- Collaborate with retail leadership to ensure new technologies, procedures and processes are implemented effectively
- Collaborate with leadership on branch analytics, staffing levels and branch goals, ensuring the Broadview FCU brand is experienced consistently throughout the branch network
- Make proactive recommendations for change, utilizing the Branch Playbook and supporting with analytical trends
- Serve as backup to the Director, Regional Branch Experience as needed
DIRECT SUPPORT PROFESSIONAL
Washington Warran Albany County ARC
06.2006 - Current
- Assisting with the development of persons with mental disabilities, focusing on encouraging independence
- Displaying leadership by training new employees, and acclimating them with New
- Visions’ mission statement and purpose.
MEMBER SERVICE ADVISOR
SEFCU
09.2014 - 05.2017
- Finding effective use of time management and prioritizing the member over operational tasks
- Being an ‘ambassador’ and setting the example in exemplifying outstanding member service on a daily basis
- Being fundamentally sound in operational tasks including (but not limited to) TCD, TCR, and ATM
- Consistently creating new ideas/systems to increase branch efficiency
- Successfully mentoring several MSA’s, as well as being a mentor for new lenders
- Having a positive ‘can-do’ attitude on a daily-basis, and building team morale
- Creating a professional, but ‘fun’ work environment by engaging peers in a variety of activities
- Being receptive to and providing feedback, where appropriate, to fellow peers and member specialists
- Taking the initiative, and taking ownership of tasks if/when an MSL is not present
- Assisting with the development of new member specialists and MSA’s.
SERVICE PROFESSIONAL
SEFCU
05.2012 - 09.2014
- Building strong relationships with new and existing members to create a superior member experience, and establish credibility
- Page 2
- Creating “WOW!” member service experiences, which frequently lead to Raving Fan letters and phone calls, which have been recognized by multiple levels of senior leadership
- Actively listening to members during the Relax and Evaluate stages of the sales flow process to ensure that the products and services that are offered to them meet all of their financial needs
- Listening for triggers while assisting Member Specialists, to ensure opportunities are not missed, and that Member Specialists are continuously being developed
- Identifying all potential cross-selling opportunities during every member interaction by reviewing credit reports during new account openings and new loan events
- Extremely efficient at underwriting and funding loans in a manner that exceeds members’ expectations
- Providing credit counseling that can improve members’ financial literacy, and lead to future opportunities, which are beneficial to both SEFCU and the member
- Ensuring that at least 50% of booked loans are covered with CUNA Payment
- Protection, to protect the member’s financial future.
MEMBER SPECIALIST
SEFCU
01.2009 - 05.2012
- Maintained accuracy and efficiency in processing transactions and keeping differences and reversals to a minimum
- Exceeded the member’s expectations by going above and beyond and providing that “one extra thing” I could do for my member
- Successfully trained and developed several SEFCU employees, one of which has now progressed to the role of Member Service Leader
- Exceeded expectations in sales execution, which influenced member growth; 58 completed sales in one month
- Maintained integrity and a professional image outside of the work environment, always acting as a SEFCU ambassador
- Took responsibility to become a leader in the check verification process by verifying that Member Specialists were properly executing SEFCU policy
- Extremely motivated to exceed personal development goals which lead to continuously reviewing and updating my Personal Development Plan
- Successfully completed SEFCU’s “Cross Training” program on June 12, 2011, and consistently worked on the platform to meet branch staffing needs and develop the necessary skills to be successful in the Service Professional role.
Education
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION, Human Resources and Sports Management
EDUCATION COLLEGE OF ST. ROSE
ALBANY, NYSkills
- Emotional Intelligence
- Cultivating an environment of trust
- Conflict Resolution
- Strategic Thinking
- Inspiring Others
- Stress Tolerance
- Adaptability
- Coaching and Mentorship
- Operational Efficiency
- Empowerment/Delegation
Timeline
Senior Branch Manager
Broadview FCU
05.2017 - Current
MEMBER SERVICE ADVISOR
SEFCU
09.2014 - 05.2017
SERVICE PROFESSIONAL
SEFCU
05.2012 - 09.2014
MEMBER SPECIALIST
SEFCU
01.2009 - 05.2012
DIRECT SUPPORT PROFESSIONAL
Washington Warran Albany County ARC
06.2006 - Current
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION, Human Resources and Sports Management
EDUCATION COLLEGE OF ST. ROSE
Similar Profiles
Christine O'BrienChristine O'Brien
Solutions Professional at Broadview FCUSolutions Professional at Broadview FCU
Carrie DuncanCarrie Duncan
Contact Center Associate at Broadview FCUContact Center Associate at Broadview FCU
Sean MurphySean Murphy
Infrastructure Engineer at Broadview FCUInfrastructure Engineer at Broadview FCU