Jeffrey Margeson Email and Phone Number

Spearheads the strategic direction and operational excellence across Digital Channels, Branch Operations, Contact Center, Project Management, Support Services, Deposit Operations, and Card Operations. Develops and articulates the vision, formulates strategic initiatives, and oversees daily operations to enhance member and employee experiences, drive organizational success, and achieve key objectives within a high performing, member-focused Credit Union.

Expanded leadership of areas under the Retail Banking umbrella, including Deposit Operations, Payments, Facilities & Security, and ATM divisions in addition to Retail Branches, Select Employer Group/Community Partner Business Development, Retail Operations, Business Banking, and Marketing & Communications, within a high-performing $4.5 billion Credit Union with national membership base.

Established the vision, sales, and service strategies for the Retail Branches, e-Services (Call Center), Select Employer Group/Community Partner Business Development, Retail Operations, & Marketing & Communications divisions within a high-performing $4 billion Credit Union with national membership base. Ensured alignment across channels to facilitate an optimal member experience and messaging. Developed a high performing team of division and department leadership, quality assurance managers, and member relationship specialists. Specific roles include:-Member experience and engagement strategy-Retail delivery solutions-Community engagement-Brand management-Quality management-Financial oversight-Employee development

Established the operational vision and leadership strategy for the D.C. Metro Region and its 68 retail and commercial centers, accounting for $5 Billion in assets. Developed a high performing team of regional operations officers, support associates, and branch customer success managers. Specific roles include: - Operations: Effectively managed all Branch Operations strategies including physical and information security, facility projects, vendor management, risk management, audit and compliance functions, and operational efficiency programs. Developed and managed all business recovery plans and served on corporate committee for internal policy and procedure creation, review, and testing.- Customer Success & Strategy: Owned the sales and service objectives of the retail branch network. Implemented strategies to increase client service measurement scores. Enriched the BB&T brand image by focusing on post-sale support, corporate value propositions, social responsibility, and deepening the client relationship. Ensured branch merchandising optimization and marketing material compliance.- Financial: Developed strategy around customer products, operational reporting, profit and loss, budgets, customer consultation, service training, boosting add-on sales, and expense control. Ensured products and services remained competitive in the regional market space. - Training, development, and conflict resolution: Developed strategic sales, service and operations objectives training. Primary contact for timely resolution of complex issues escalated from corporate, and external regulatory agencies. Developed and delivered training that reduced security and operational losses by over 60%.

Responsible for all Regional and Corporate audits, including regulatory, compliance, operational policy and procedure reviews, and physical and information security reviews. Provided direct leadership to Area Operations Audit Officers in branch ownership including cash management, audit execution, facility management and staff development. Created and facilitated targeted training for management and regional staff to ensure operational and audit excellence.

Frederick County National Bank – Frederick, MD Regional Banking Call Center Manager (Merged with Branch Banking and Trust Co.)Established and led Sales and Service Call Center for large Regional Bank including facility design, implementation of call center technology, creation of associate training program, and ongoing evaluation of critical performance metrics. Improved critical client service metrics and client satisfaction. Developed and implemented sales strategies to identify financial needs and offer appropriate solutions and that resulted in extensive growth.