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 procedures); Fraud (Elder Abuse); and Consultative Sales • 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