Scott Dutcher Email & Phone Number

Central New York

• Instill and reinforce branch environments where concierge level service and hospitality are the standard.
• Build branch franchises through regular visits, leadership coaching, strategic partnerships, campaigns and product awareness, and promoting a strong team and solutions oriented culture.
• Develop franchise leaders, helping to drive entrepreneurial ownership and empowerment to create high performing, collaborative, and operationally efficient teams.
• Champion a growth mindset employing change management techniques to guide daily execution at branches consistent with organizational vision and strategic direction.

Binghamton, New York, United States

• Organizational project management experience in the areas of: Retail Consumer Lending (Member Experience, Process Optimization, and Lender Training initiatives); Core Banking System (Conversion and Front Office.
• Adept with leveraging technology to facilitate remote cross-functional teams using MS Teams, Smartsheet, MS365, Canva, and Web Developer tools
• Seasoned and trusted team leader specialized in employee coaching, development, and retention
• Branch Manager mentor and peer advisor
• Champion member service culture, receiving 5 Star Google review and positive social media and in branch kiosk ratings for team
• Serve as a resource for written communication to broad audiences including Retail Branch network, project teams, and Executives via reports and summaries

Vestal, NY

• Facilitate formal and informal staff meetings to gather feedback, discuss leading activities for sales production and reinforce service driven culture
• Motivate team through branch sales contests and initiatives with team and individual incentives for increased engagement
• Provide individualized approach to coaching staff, focusing on professional development, core job expectations and self guided strategies for overcoming barriers
• Assess performance through observation of skills execution, consistently applying praise and redirect method for coaching staff to their potential
• Review branch processes for scheduling, monthly audits, supplies and day to day operations; encouraging innovative ideas from the staff, leading with an open door; "nothing is off the table" philosophy
• Assist members with escalated service issues to provide thorough resolutions and follow up whenever necessary to build strong rapport and raving fans of SEFCU

Vestal, NY

• Assisted new members with consultative approach, utilizing sales flow to assess member needs, guiding them to appropriate products, services and loan recapture opportunities
• Maintained in-depth knowledge of Consumer Lending and system workflows to ensure seamless member interactions and efficiency during loan underwriting
• Opened specialized account types, advising members on processes and documentation specific to businesses, organizations, estates, IRAs and other complex account types
• Mentored cash line staff on professional development plans and provided one on one coaching sessions
• Functioned in supervisory role, performing monthly audits, cash ordering, branch schedule and staff development meetings with feedback notes

• Served as branch mentor for cash line new hires
• Completed Platform and Loan Officer Cross-Training Program
• Served on Relay for Life Team Committee assisting with fundraising objectives

• Exceeded cross-sell metrics for new account relationships
• Nominated for 30+ commendations from co-workers for consistent teamwork efforts

• Acted as branch supervisor, sustaining branch operations during the absence of Branch Manager
• Developed a web-based teller training program pilot

A.S., Business Administration

General Banking, Operations