Lisa Rowell Email & Phone Number

Bozeman, Montana

Bank of Bozeman is known for superior customer service and competitive products. As vice president, I have direct influence in this reputation. I—along with a team of like-minded professionals—designed customer service operations to exceed expectations. At Bank of Bozeman we pride ourselves in finding solutions, not excuses and I empower and educate my staff so they continue that legacy. As an executive responsible for daily administration of bank operations, I supervise a customer service staff of 6-7 employees. One of my main functions is compliance oversight. I ensure that every regulation is always followed. I interpret the complex rules and create systems for implementation, always auditing the results. As part of the executive team, the buck stops at my desk. I take that responsibility seriously. I assess risk, write policy, and lead with the goal of developing sustainable growth. We are a local bank and my contributions to business strategy reflect the needs of local businesses and individuals. ✓ Continue cultivation of the #1 customer service standard in local banking✓ Add new banking products: Green Checking; Bill Pay; etc.✓ Influence business strategy to expand bank to fill market gaps and create stability✓ Bank Security Act (BSA) Officer ✓ Compliance Officer ✓ Building Security Officer✓ Member of the Asset and Liability Committee (ALCO)Leadership of Financial Institution | Customer Service Standard-Setting | Compliance Management | Bank Product Development | Fraud Prevention

Bozeman, Montana

As assistant vice president, I continued to manage day-to-day bank operations including business development and community involvement. I provided leadership to sales and operations staff. I fine-tuned my ability to quickly review and translate regulation into action and compliance. I developed and implemented sales and customer service programs focused on improving bank profitability and helped the growing bank expand its market.✓ When the real estate market collapsed in 2008, I led customer service staff through a product refocus, helping the bank ride out the downturn and emerge prepared for growth✓ Increased efficiency by developing new operational policies, procedures and systems, and by enhancing existing processes✓ Continued cultivation of the #1 customer service standard in local banking✓ Promoted to Vice President of Operations and Customer ServiceCustomer Service Leadership | Management of Bank Operations | Regulatory Compliance | Risk Management

Bozeman, Montana

With a reputation of successful strategic and tactical leadership of customer service operations, I joined Bank of Bozeman as Operations Officer and Customer Service Manager. At the time, the bank was just over a year old and still navigating start-up challenges. I identified an opportunity to increase business by adjusting the customer service tone. I began by making staff aware that all banks have similar products; the only genuine difference is excellent customer service. I merged the customer service goals with the primary goals of the organization (gain deposit dollars and increase loans) and developed cohesive operational procedures and guidelines, wrote policies, and trained customer service personnel.Through individual one-on-ones with staff, consistent employee development, and insistence of personal responsibility, Bank of Bozeman’s customer service surpassed its competition. Today, the organization thrives on being the easiest banking option in Bozeman. At our bank, we do not have an automated phone system. Our customers speak to real people. Employees have both authority and knowledge to answer questions without handing customers off to other personnel. Our customer service staff is making banking easier for personal and business bank customers alike.✓ Designed and implemented customer service protocol resulting in bank earning a strong reputation as the easiest bank to work with✓ Managed risk by developing operations procedures and guidelines, and writing and upholding policies✓ Trained personnel in compliance, new products, bank operations, and computer software✓ Promoted to Assistant Vice President of OperationsProcedure Development and Implementation | Start-up Coordination | Process Improvement | Customer Service Standardization

Bozeman, Montana

I became a regional operations coordinator shortly after the small, local bank was acquired by the larger, regional Sterling Savings Bank. Acquisitions can provide opportunity to expand deposits, increase clients, and move into new markets. However, they don’t occur without challenge, resistance, and problem solving. Four months after the acquisition, I was promoted from branch customer service manager to regional operations coordinator (ROC). As a ROC, I supported 7 bank branch locations with the primary responsibility of ensuring regulatory and corporate compliance. I introduced new procedures, supported policy changes, conducted operational audits, and was the primary liaison with the main bank office. ✓ Successfully guided 7 branches through extensive compliance and policy changes post-acquisition using a highly-collaborative approach to gaining staff buy-in; part of team that guided branches through identity shift ✓ Tapped to lead a bank conversion team of 7 responsible for bringing on banks acquired in Oregon; included delivering extensive, month-long teller and new account training, oversight of activities during physical conversion, and continued on-site bank support post-conversion✓ In partnership with regional operation coordination team, seized an opportunity to improve relationships between central bank and branches; accomplished by educating central bank staff about branch operation challenges and resulted in new sensitivity training✓ Returned to position as Customer Service Manager at Bozeman branch location to support branch manager in streamlining new identity and transitioning customer service staff to new business focusBank Acquisition Conversion Management | Branch Regulatory Supervision | Start-up Coordination | Process Improvement | Internal Audit and Controls

Bozeman, Montana

Banks offer very similar products and the quality of service provided by a bank is the single best way to rise above the competition. Customer service representatives, tellers, and new account representatives are the face of the bank. Often, a customer’s entire banking experience revolves around these important members of the staff. As manager of customer service at Empire Federal Savings, I focused on ensuring our staff excelled at creating consistently exceptional service experiences. I did this by hiring the right personality type and cultivating a customer-centered culture and introduced procedures that made it easy to bank with Empire.✓ Promoted from Teller to New Account Manager✓ Promoted from New Account Manager to Customer Service Manager✓ Retained by organization after bank was purchased by Sterling Savings Bank✓ Transitioned customer service operations and staff during acquisition to Sterling Savings Bank ✓ Teamed with branch manager to ensure regulatory compliance and design accountability into cultureBanking Customer Service Standard Setting | Staff Development | Bank Acquisition Conversion Management