Melanie Deutsch Email & Phone Number

Ardmore, Pennsylvania

West Chester, Pennsylvania

Led and coached assigned team of Community Banking Operations Specialists and Internal Control Compliance Examiners that supported 31 branch locations and 3 commercial lending centersCollaborated with regional retail banking leadership on the development and implementation of operational strategies focused on compliance and sales excellence strategies focused on enhancing the customer experienceEvaluated suspected cases of fraud and recommended appropriate course of action and provided risk management guidance and coaching to ensure adherence to bank internal control guidelines and regulatory complianceReviewed/approved high dollar wire and official check requests, along with other situations that required decision-making based on risk analysis.Successfully oversaw 3 construction projects in 3 BB&T locations, one of which included the renovation of a building turning the first floor into a bank branch and renovating the other floors to provide more efficient work space. Regional subject matter expert (SME) for the scheduling software program, Plan-It.Developed charts/spreadsheets for assigned branches that tracked audit and customer satisfaction scores

Greater Philadelphia Area

Coached and trained front-line branch associates with a focus on branch security, risk management, customer experience (CX) and internal control processesReviewed logs, branch paperwork, work stations to assist branches with internal audit preparation. Facilitated weekly meetings with Market Leaders to discuss branch performance, coaching needs, schedule effectiveness, PCE (Perfect Customer Experience) observations and served as a problem resolution specialist to branch associatesCreated and implemented a weekly regional operations newsletter highlighting key operational news and processes to promote operational and sales excellence within the regionProvided facility support for assigned branch and corporate locations, including but not limited to landscaping, maintenance, HVAC, and lighting

West Chester, Pennsylvania

Led assigned team in the creation and implementation of sales effectiveness strategies and collaborated with the Regional Retail Sales Strategists to identify the needs of the front-line branch teams Collaborated with retail leadership team on the implementation of a new sales process/sales culture rollout using a program by St. Meyer & Hubbard designed to deepen client relationships, enhance the customer experience, increase product penetration and customer retentionCreated reports and presentations to assist the Regional Marketing Sales Strategists, Retail Executives and Chief Retail Officer with sales coaching and strategyUtilized SurveyMonkey to develop a tool for internal associates to evaluate the branch customer service experienceEvaluated sales tools/processes in order to recommend enhancements strategies to increase client retention and product penetration. Developed Quarterly Sales Plan templates for use by front-line branch teamsImplemented the Banking on The Go project, which included the deployment of iPads with a customer-based presentation to all branch locations with the goal of increasing customer online banking usage

West Chester, Pa

Provided regional sales and marketing support for 41 branches in the Southeastern PA marketFacilitated and coordinated monthly regional retail meetings designed to share information about branch operational updates, sales and marketing initiatives, and to provide training and coaching to the front-line branch team membersAssisted with the development and execution of offsite divisional sales meetings, which included the development of PowerPoint presentations highlighting, key performance metrics, success stories and goals for quarterly Sales MeetingsDeveloped regional marketing plans and strategies utilizing the local marketing budget as part of the Regional Leadership Team headed by the Regional PresidentDeveloped and maintained relationships with community organizations within the Southeastern PA marketManaged the regional donations and sponsorship process, including sponsorship fulfillment and donation budget management of over $100,000 for assigned region, utilizing CyberGrants and ExcelProvided event support for bank event tables such as B2B Expos, Chester County Bar Association Fall Bench Bar and West Chester Iron Hill Twilight Criterium

West Chester, Pa

Provided marketing support to the 1N Bank and Graystone Wealth Management divisions. Managed the 1N Bank division donations and sponsorship process, including budget management and sponsorship fulfillment, as well as coordinated special events, such as community sponsorships and other bank supported activities. Developed and maintained relationships with community organizations within the Chester County market. Maintained the content and appearance of the 1N Bank, Graystone Bank, Tower Bank and Graystone Mortgage websites.

West Chester, Pa

Assisted the EVP of Marketing with the development and implementation of direct mail campaigns and programs designed to increase Customer AcquisitionSystem administrator of Synapsys, the bank’s Customer Relationship Management system, created the internal Synapsys training manual and provided training on use of the systemImplemented and led the Customer Relationship Management (CRM) steering committee and Synapsys committee with the goal of increasing usage of the Synapsys system, so the sales associates could enhance interactions with their customers Reviewed and utilized Customer Segmentation analysis and Customer Service, Satisfaction and Loyalty program data provided for CRM strategies Coordinated and maintained marketing campaign tracking reports, provided account opening and closing analysis and for members of the bank’s Senior Management team and Asset-Liability Committee (ALCO) to assist the senior management team with strategies for increasing profitabilityParticipated as a member of the Product Development Committee

West Chester, Pa

Coached Customer Service Representatives with a focus on increasing branch cross-sell ratio and enhancing skills in the areas customer conversation and building customer profiles. Utilizing Excel and Word, I provided monthly cross-selling and new vs closed accounts reports to Retail Bank Management teamAssisted the Branch Operations Manager with various tasks, including but not limited to new branch openings, branch audits, and branch reporting.