Laura Martinmaas
Rapid City
Summary
Dynamic leader with proven expertise in process improvement and relationship management honed at Black Hills Federal Credit Union. Excelled in coaching teams towards key performance indicators and fostering member loyalty through exceptional service. Skilled in efficient operations and staff development, ensuring both growth and operational excellence.
Overview
18
18
years of professional experience
Work History
Branch Manager
Black Hills Federal Credit Union
06.2008 - Current
- Continuously monitored branch performance against key performance indicators, worked with team to improve behaviors to meet the performance expectation.
- Maintained friendly and professional interactions with our members and staff
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Strengthened relationships with key members, securing long-term partnerships to work toward additional membership growth.
Personal Financial Associate
Black Hills Federal Credit Union
08.2006 - 05.2008
- Assisted members in achieving their financial goals with savings and/or loans.
- Opened accounts for new and existing members and assisted in day to day follow-up requests or challenges.
- Referred members to our Investment, Mortgage and Business departments.
- Developed strong relationships with members through consistent communication and exceptional member service skills.
- Reviewed loan documents to mitigate missed-steps for all branches
Education
High School Diploma -
Roncalli High School
Aberdeen SDSkills
- Excellent time management skills
- Process improvement
- Coaching and mentoring
- Relationship building and management
- Verbal/written communication
Accomplishments
- Successfully co-lead a team to establish online-account opening process on BHFCU website.
- Collaborated with team of ten in the continuous development of procedures for front-line staff.
- Collaborated with team of five to improve forms for member service and lending teams
Timeline
Branch Manager
Black Hills Federal Credit Union
06.2008 - Current
Personal Financial Associate
Black Hills Federal Credit Union
08.2006 - 05.2008
High School Diploma -
Roncalli High School
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