Resume — rbaerconsulting.com

ROBERT BAER

rjbaer@cox.net | 504.919.9985 | www.linkedin.com/in/robertbaer2

SENIOR BANKING EXECUTIVE

TRANSFORMATIVE EXECUTIVE with an exceptional tenure in the banking industry who is quick to uncover pain points holding back organizational growth and customer satisfaction while championing innovative solutions that drive improvements across people, processes, and technology. Respected for robust knowledge of banking products and services. Breaks down barriers between functions to execute programs and projects that align growing organizations with shifts in regulatory compliance, economic landscape, and market. Inspires and advocates for continuous improvement, innovation, and business process optimization. Engaging and influential leader, coach, and business partner.

CAREER HIGHLIGHTS

Lead Retail Training Conversions for Capital One acquisitions of North Fork and Chevy Chase Banks.
Implement Consultative Sales Culture and Branch Automation at First Commerce Corporation Banks and Hibernia National Bank.
Drove down Deposit Exceptions 95%, Deposit Charge Offs 50%, Overdrafts 40%, and FCL Review Times 60%.
Pioneered ground-up development of product encyclopedia to serve as a single source of truth across all products, improving both operational efficiency and customer service metrics.
Catalyzed external programs - P.O.W.E.R (1.8K members with $69M in deposits and $59M in loans) and Community Partner (250 members with $29M in deposits and $8M in loans) – serving as Ambassador while defining mutually beneficial opportunities to support program growth and evolution.
Championed Financial Literacy initiative, overseeing customized programming, educational content, eLearning opportunities, and participation in Junior Achievement Biz Town and Finance Park programs.

EXECUTIVE EXPERIENCE

FIDELITY BANK – New Orleans, LA | 2021 – 2023

RETAIL STRATEGY & SUPPORT SPECIALIST – VP

Served as partner to Head of Retail in overhauling Financial Center operations, policies, and processes to overcome labor, technology, and customer satisfaction challenges. Directed cross-functional teams across 17 branches. Drove creation of educational tools and resources, implemented new systems and enhancements, elevated data-centric decision-making, deployed automation, and advocated for change across teams and functions.

Implemented client experience surveys to introduce capabilities that allowed detailed reporting and identification of top performers and areas requiring improvement to enable future change and action.
Lowered Deposit Exceptions 95%, Deposit Charge Offs 50%, Overdrafts 40%, and FCL Review Times 60% by introducing critical reporting standards, building new systems to elevate tracking, and uncovering measurable outcomes.
Pioneered ground-up development of product encyclopedia to serve as single source of truth across all products, improving both operational efficiency and customer service metrics.
Reengineered Remote Deposit Capture, ACH, and Escrow processes to bolster customer service, drive information consistency, and simplify delivery of products to customers.
Overhauled Escrow Que to lessen burden on customer service teams, introducing methodologies and processes that amplified customer interactions and education.

FIDELITY BANK – New Orleans, LA | 2017 – 2021

DIGITAL MARKETING & COMMUNITY OUTREACH MANAGER – VP

Transitioned to partner with marketing team and leaders, supporting rebuild of the complete department to ensure alignment with business goals and customer landscape. Designed and deployed strategies and tactics to modernize the function and chart new runways to capture customers, drive digital transformation, and deliver new products to market.

Guided website redesign to elevate user experience and safeguard regulatory compliance while optimizing presentation of products and services. Executed end-to-end project, ensuring SLA adherence.
Introduced online account-opening capabilities, including verification processes, with leadership of product management, documentation standards, software configuration, testing, and compliance.
Steered deployment of Constant Contact to optimize contact management, segment contacts to improve engagement, and track/report on metrics.
Organized rollout of YEXT Digital Experience Platform to streamline social media experience and strategy across locations. Oversaw data design and input, custom page development, user engagement, education, and licensing.
Catalyzed external programs – P.O.W.E.R (1.8K members with $69M in deposits and $59M in loans) and Community Partner (250 members with $29M in deposits and $8M in loans) – serving as Ambassador while defining mutually beneficial opportunities to support program growth and evolution.
Implemented Rasa.io personalized email content generator, servicing all client groups to spur delivery of focused news information with increased engagement and customer experience.
Trusted to serve as Board Member for Jefferson Parish Chamber and Treasurer of Greater New Orleans Chapter of the American Marketing Association.
Managed Financial Literacy initiative, overseeing customized programming, educational content, eLearning opportunities, and participation in Junior Achievement Biz Town and Finance Park programs.

FIDELITY BANK – New Orleans, LA | 2011 – 2017

INNOVATION & PRODUCT DEVELOPMENT MANAGER – VP

Charged by CEO to spearhead organization-wide transformation to bolster compliance, elevate customer satisfaction, introduce new products and services, and ensure scalable infrastructure for future growth and business evolution. Broke down cross-functional barriers to close gaps, capture efficiencies, and tap into growth opportunities.

Steered mainframe conversion project – from FIS Miser system to FIS Horizon System – ensuring scalability with ownership of cross-functional teams, system requirements, change management, and testing scenarios.
Directed initiative to alter bank domain name – guaranteeing bank recognition as leader in the market – leading in partnership to refine list of potential names, ensure IT reserved names, and drive downstream implementation.
Partnered with SVP of Retail Banking to develop and launch Mystery Shopper Program, which catalyzed creation of client interaction standards and Conversation Guide training program to close gap in customer service standards.
Spearheaded implementation of financial literacy initiative, building customized content and tools for in-person and online facilitation.

FIDELITY BANK – New Orleans, LA | 2010 – 2011

ELECTRONIC BANKING, AUTOMATION & PRODUCT DEVELOPMENT MANAGER – VP

Directed online banking applications, ATMs, and Deposit Services, and Electronic Banking Departments. Executed analysis of functions, systems, and processes to discover pain points to deploy innovative solutions that positively impacted bottom-line performance and customer experience.

Removed $200K in annual expenses by implementing online user management program.

CAPITAL ONE – Richmond, VI| 2005 – 2010

BANK LEARNING MANAGER

Charged with leading migration of Hibernia LMS into Capital One LMS with oversight of regional training programs, learning tools, and corresponding materials. Managed education systems, guided material preparation, piloted new learning and capability development programs, and allocated budget for curriculum delivery.

Deployed training resources during North Fork Bank and Chevy Chase Bank mergers – consisting of 500+ branch locations – building systematic approach that delivered blended training, in 24 hours of seat time, in preparation of system conversion.
Headed deployment of all branch training programs and materials, executing training content, developing cost analysis, shaping implementation plans, and examining sales systems to drive action.

EARLY CAREER HISTORY

LEARNING MANAGER | HIBERNIA NATIONAL BANK: Recruited to serve as Branch Automation Sales Lead and promoted to Learning Manager, steering education, and training for hundreds of branches in support of technology rollouts.

Overhauled entire branch platform and sales approach by creating and executing strategy for same day implementation across 260 locations impacting 1.7K+ team members.
Produced 60 hours of performance-based eLearning to support rollout and ongoing development needs.
Established foundation for sales coaching that spurred creation of dedicated regional sales enablement coaches assigned to ensure consistency while supporting the nuances specific to each trade area’s cultural needs.
Owned bank applications for State of Louisiana’s Incumbent Workers Training Grant Program. Totaling $1.4M in grants impacting 1K learners.
Executed team coaching and development in alignment with ongoing system enhancements.
Navigated Level V ROI analysis to center training processes and capture maximum impact on the sale of payment protection on consumer loans.
Served as thought leader and public speaker:
- Masie Center (Rapid Prototyping: Bridging the Between Leadership and User Expectations)
- American Society for Training and Development Conference (eLearning, Calculating Return on Investment)
- Financial Training Resources Forum (Creating an eLearning Strategy)
- Marcus Evans Events (How to Develop Performance Based eLearning)
- Bank Administration Institute Conference (Moving from Sales to Relationship Management)

BRANCH AUTOMATION SALES LEAD | FIRST NBC: Guided sales system design and culture development for 275-branch network in Louisiana. Designed and implemented user interfaces for technology deployments, building and training systems to elevate sales culture and coaching cadences.

Spearheaded creation of 30+ hours of performance-based eLearning content and tools.
Owned deployment of all employee development activities and managed training schedule.

EDUCATION

BACHELOR OF SCIENCE IN ACCOUNTING | University of New Orleans