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Amber Lynn

Amber Lynn

Bank Manager

U.S. Bank

Bank Manager at U.S. Bank

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U.S. Bank

Bank Manager

Lead a team of sales, service and operational professionals to exceed sales goals and service targets. Actively prospected businesses for lending and deposit opportunities. Periodically communicated with consumers, executives, reviewed branch performance assessments and updated staff on business developments.
• Increased branch revenue by 42%.
• Awarded with the Pinnacle Award for overall performance.
• Recognized by executive leadership team as a top performer in managing team to stellar sales.

Career medium 02
Career
Career medium 06

Bank of America

Banking Center Manager II, AVP

Responsible for leading a team of sales and service professionals to meet and exceed sales goals and service targets. Manage a large branch with 17 associates
• Conducting and approving quarterly and yearly performance evaluations of associates, plus developing and monitoring individual quarterly development plans for all direct reports.
• Generating sales leads through community outreach activities and developing business partners, while building internal relationships.
• Directly working with customers to build relationships, uncover and satisfy their needs through the sale of financial products and services, while running all aspects of an efficient and productive branch.
• Ensuring the audit/compliance procedures of the center are followed, while maintaining the highest level of customer service.
• Periodically communicating with upper management to review branch performance assessments and update staff on business developments.
• Supervising and coaching teams on the proper behaviors, sales techniques, service expectations and compliance guidelines, while modeling the same.
• Creating workforce stability by cultivating an engaged, enthusiastic, and well-coached team.
• Ensuring completion of regulatory compliance and training specific to sales and service responsibilities for you and your associates.
• Managing difficult situations with customers and providing clients with information, data and advice.

Career

First Citizens Bank and Investor Services

Financial Services Manager and FINRA Registered Representative

Support the Bank's mission through effective inside branch sales and service leadership, targeted business development efforts and community involvement. The position assists with achieving Bank growth and profitability goals by effectively implementing and leading the inside marketing and business development plans for the assigned branch. Responsible for managing retail and business banking relationships assigned to the branch in accordance with the FCB core values, business operation guidelines, and the Bank's prescribed sales process.

•Exceeded all sales goals amidst the financial recession resulting in the highest scorecard score card bank-wide of all branch managers for Q3 and Q4 2010.
•Created and implemented a branch strategy to prevent seasonality of market from adversely affecting sales resulting in a 13% increase in retail and business household profitability in one year.
•Increased number of households by 2.3% by outlining detailed prospecting plan for branch.
•Designed and lead strategy which resulted in increase in 5+ service households by 4%.
•Created and implemented a branch strategy to prevent seasonality of market from adversely affecting sales performance.
•Recognized by executive leadership team as a top performer in managing team to stellar sales, compliance and production.
•Selected to hold a dual employment role with First Citizens Bank and First Citizens Investor Services due to excellent sales performance resulting in more profitability for bank and better service for clients.

Career medium 06
Career
Career medium 01

HOMEQ SERVICING CORPORATION a division of Barclay’s Capital Bank

Supervisor 2

Developed and coordinated unit’s management reporting. Maintained unit production to meet or exceed goals and improve performance. Anticipated, planned, organized and implemented process enhancements and work flow impact adjustments. Lead and participated in large projects or major initiatives on a division level including due diligence in portfolio assessments, conversions, mergers, etc. Served as an expert in the field and focus more on major initiatives and planning enhancements. Coached associates on all federal and state regulations related to Collections. Trained associates on applicable technology. Analyzed and established departmental strategies.

* Selected by senior leadership out of over 1200 associates to be a protégé in the Leadership Development Program in recognition of intrinsic leadership qualities.
* Maintained and exceed roll rate goals amidst the housing market decline ensuring profitability for company and clients.
* Identified and resolved discrepancy in departmental procedures for the Home Affordable Modification Program thus assisting in streamlining the review process by reducing overall processing time.
* Identified process improvement opportunity for the information verification procedure resulting in the ability to more easily service non-obligor spouse inquiries.
* Organized and facilitated monthly departmental quality review meetings which resulted in the identification of trends in the marketplace allowing for targeted training of associates to better serve client needs.

Career

HOMEQ SERVICING CORPORATION a division of Barclay’s Capital Bank

Supervisor 1

Collections Supervisor 1-Retail Banking 2007 – 2009
Assisted in the development and implementation of emerging strategies such as mortgage loan modification programs. Continuously supported and managed up to 20 Loan Counselors while ensuring FDCPA compliance. Established and maintained effective work relationships with staff, peers, and Sr. Leaders of the company. Managed employee performance in respect to department standards, policies, and guidelines. Handled escalated customer calls and followed up on escalated customer issues such as demands for loan modifications Delivered reports to senior management regarding progress and status. Coached employees through times of change. Coordinated and managed projects. Organized monthly team meetings to disseminate new information and build teams.

* Awarded Top Supervisor Award for exceptional employee relations, listening skills and product knowledge.
* Revamped over 500 page out of date department policies and procedure document which resulted in greater efficiency of staff and consistency.
* Served as a liaison between Collections and Customer Service departments on escrow training project which resulted in clearly delineated roles and better efficiency of handling customer issues.

Career medium 01
Career
Career medium 04

HOMEQ SERVICING CORPORATION a division of Barclay’s Capital Bank

Customer Service Supervisor 1

Retail Banking 2004 – 2007
Continuously supported and managed up to 20 Phone Service Representatives while ensuring service excellence by monitoring key performance indicators and utilizing developmental coaching. Recognized and recommended opportunities for continuous process improvement Handled escalated customer calls and follow up on escalated customer issues including Presidential complaints. Promoted a one-call resolution service philosophy among associates. Coordinated employee scheduling and process time-off requests. Coordinated multiple tasks under pressure. Provided clear, concise verbal and written communication. Organized weekly team meetings to disseminate new information and build teams.

* Nominated for HomEq Elite four times for exemplifying the Core Values of Personal Accountability, Integrity and Service.
* Recognized for exemplary performance in meeting and exceeding corporate goals by off-cycle merit increase.
* Designed and implemented skills-based call routing system which resulted in reducing customer hold times from over 20 minutes to less than thirty seconds, ensuring the company met service level goals and kept top tier ratings.
* Reduced overhead by managing cross training program to assist all departments in handling workload on high volume days by shifting resources.
* Created Customer Service Career Development Program to facilitate employee engagement and satisfaction which resulted in attrition decrease from 30% to 6% and was used as a model by senior leadership for other departments.
* Successfully facilitated the promotion of 14 associates into positions of greater responsibility within the company resulting in greater employee morale, reduced attrition and more knowledgeable staff.

Career

Lodi High School