Tom Wambaugh Email & Phone Number

Reno, Nevada, United States

Reno, Nevada Area

Senior Leader responsible for many areas critical to the success of Nevada’s largest credit union, including: Retail Banking, Commercial Banking, Call Center, Investment Services, Insurance, Operations• Between 2008 and 2023, led retail and membership growth from: 8 branches to 14, ~40k members to 88k, ~$400M in assets to ~$1.8B• Achieved and maintained 76% checking account penetration ratio (national & regional averages are 62%)• Successfully developed and implemented a robust member-centric service plus ethical sales culture• Created Wealth Building program to complement Wealth Management program, providing access to those left out of traditional investment programs• Collaborated with Marketing leaders to produce internal and external campaigns, in furtherance of credit union messaging strategies and evolving brand identity• Designed member-journey for in-branch, call center and on-line experiences• Designed and launched successful innovative retail and commercial banking products (example: emergency savings account that helped over 2,500 families establish $1,000 emergency fund for the first time within 3 years of launch)• Designed processes to facilitate consistency in decision-making and consideration of new ideas; example: business case template to evaluate concepts based on market opportunity, strategic and operational impacts, profit/loss, implementation costs, company culture alignment, and risks associated with reputation, competition and compliance/regulatory concerns• Launched first ITM fleet in northern Nevada, increasing operational efficiencies for the credit union while simultaneously delivering extended-hours video service technology for members• Designed and implemented annual strategic business plans in collaboration with Board of Directors and other senior and executive leaders• Represented GNCU to state and federal agencies, at national industry panel speaking engagements, with local media, and with the general public

Responsible for the development and success of branch leaders in two regional markets (50-60 retail branches) • Executed comprehensive strategy for merging former metro market branches into new community market• Designed customer relationship protocols that increased sales results and customer Net Promoter scores• Designed and executed staff development and retention programs that reduced employee turnover by more than 25% for a six-market region (~200 retail branches)

Reno, Nevada, United States

Specialized in improving under-performing locations• Achieved record customer service and sales growth in three distinct branch locations• In three years as a Branch Manager; Identified, developed and promoted 21 bank officers including 15 Personal Bankers, five Branch Managers, and one Market Manager

Reno, Nevada, United States